Just called Platinum elite line to check on an issue applying double points promotion to a stay. Was told they have to submit an offline request and that's the only way a supervisor can take a look at it and respond in writing only. Strange as I was able to speak to a supervisor live as recently as February. She said they have been changing policies.
This sounds like a seriously inconvenient change. Supervisors were always able to help and I did need to talk to them sometimes as they are authorized to help more. Submitting requests in writing often loses context and the complete situation is rarely understood as it is when talking over the phone.
Anyone else experienced this or can confirm they have made this flabbergasting policy change?