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Cancellation points not crediting back to SPG account

Question asked by deweyisgod on Sep 17, 2018
Latest reply on Sep 21, 2018 by martinr

I had a night booked with points at the Marriott Marquis in Houston that I had booked with 35,000 Marriott points before combining my Marriott and SPG accounts.  Unfortunately, plans changed and I had to cancel (post combination).  It was cancelled on a Tuesday 9/11 which is the allowed of notice for Friday 9/14 reservation check-in.

 

Previously, cancelled points reservations credited to my account immediately.  I'm now a week later and haven't seen the points come back.  I'm wondering if booking on a Marriott account number and cancelling on a SPG account number is causing issues.  Anyone have similar problems?  Any idea how to resolve without the horror stories people are telling about waiting on hold for a call-in?

 

The cancellation appeared in "My Trips" activity as cancelled initially.  But I didn't receive an email confirmation.  Today I looked and it's gone from My Trips.

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