Hotels.com/OneKey

Hello, I am having some issues with Hotels.com and this new OneKey transition and seeking advice. Sorry, this is long. TIA for reading.

Prior to this OneKey transition I had accrued about six free nights on Hotels.com that I was planning to use for my honeymoon in September. The policy is any free nights would be transferred to OneKey cash at their value. About a day before the official transition began I logged into my account and saw about $2700 of OneKey cash, yay it worked.

Fast forward to two days later, all the money is gone, my account is having issues logging in and claiming my account is brand new (I’ve been with hotels.com for a decade if not longer). Customer service said to wait for the transition to be complete in July 6th.

Come July still no money. I have been back-and-forth with customer service and although they see the money, are claiming my OneKey cash is under a different email address than the one I have been using. That email address is missing one letter from my hotels.com account email address, and is an email I never created nor use.

They say they can’t change the email or merge accounts. It is to the point where I might lose all of this money.

Has something like this happened to anyone with a successful resolution? Does anyone have any suggestions on how to fix this? Does anyone know someone at Hotels.com/Expedia? I’m desperate…