Ultimate Reservation Guarantee

Looking for help, platinum member. Last September I arrived at midnight to my hotel and they didn’t have a room and they couldn’t find me another close by hotel. Eventually (by 2am) I found a room at another Marriott. Filed my claim for the 90k pts and the $100. Hotels first response was to make up a story. I provided proof of what actually happened and by mid Oct. I received an email from the hotel GM that he had approved the refunds.

Fast forward to now (5 months) and still nothing. I’ve called many many times to the platinum line, been told repeatedly they were professing it that week, then the last time I was told they had reopened the issue and it was denied (no one ever told me this). There’s more in all my calls but the bottom line is, who can I call that will actually handle this? The platinum line has been less than worthless