I've reached the end of my rope...

[NboroGirl]

Can someone offer me a name or number of someone at Marriott to call so I can resolve my 2 issues once and for all? I've already contacted Marriott 5 or 6 times in the past month. And each time I have to explain my problem(s) again and then I end up getting a canned response that doesn't resolve anything.

Since January I have been unable to log into my Marriott owner's account. This was a result of us transferring our weeks into a trust. Whenever I logged in, I got an error saying "You must have at least one active ownership associated with your user account". This problem is sort of semi-resolved. I had received a new owner ID when the timeshares were moved into the trust, and they created a "temporary" account with my new owner ID that had my weeks in it, so I was able to log in. I was assured they would rename the new "temporary" username to my current username, and I've received a couple of emails saying that has been done, but it hasn't. The last email I got basically said that since I could log in under the temporary username, just make that my username and problem solved.

The second problem I have is my status was downgraded from Executive to Select when my weeks were transferred into the trust. Everyone I spoke to didn't know if that was supposed to happen or not. You see, my weeks are worth 6500 club points. Until last year, that was enough to put us into Executive level, but now 7000 points are required for Executive level. I was grandfathered in when they made that change so I feel I should still be grandfathered in at that level, but the email I got today said Executive level is 7000 points and I only have 6500 so if Iwant to be Executive level I need to buy 500 points.

I am just so frustrated at the amount of time these issues are costing me and how many phone calls and emails I've had to generate. If I could talk to someone who knows what the heck they're doing, I think I can get these issues resolved, so...

If you know of a Marriott person and/or phone number I can call, please let me know. Thank you.

 

[Delicate Arch]

I don't have a person to call, but my experience may shed some light.

When you retitle properties from your regular name XXX into the XXX TRUST, as we did in 2016, even though it is still you paying the bills, at the same address, it opens up a new account with a new number - without you asking for a new account. They do this automatically and a link/number should appear in one of the many emails they sent you during the process. You should be able to "open" this new account by creating a new login id and password. The new retitled properties should show up in this account from now on and moving forward. In our process this new account shows your former status (Presidential, Executive, etc.).

The old account, corresponding to when the properties were titled XXX is not available online. Period. You can only "see" it by calling into a Vacation Advisor and having him/her read off what points or weeks were left behind there when you property was retitled. For some reason they have decided to mark all these accounts CLOSED because all the properties in them were "sold". Which, of course, they weren't, they were just retitled to your trust, but ....

So, what remains in this CLOSED account? Well, in our case it was points that were from 2014, 2015 and 2016 tied to the properties that were retitled. You are correct that these points (or weeks, maybe, I only had points so I can only say points for sure) no longer are marked as points belonging to a Presidential, Executive, etc. They all agree that you still hold this status, but the CLOSED account no longer has this status. Closed accounts don't have status. Period. They have assured me that "don't worry, you Vacation Advisor can see in your new account [the one with the trust properties] that you have this status, so we can ask for a supervisory override, etc.". This has big implications for the ability to bank what you have and makes me really nervous.

Maybe I am just too old and cynical, but my approach has been to burn up all those points left in the CLOSED account as fast as possible because I see the potential for this going very wrong. Having to depend on the Vacation Advisor "getting" the problem, and having to explain it over and over again, and need a supervisor to approve a banking or a banking date seems such a burden. So this year we are attempting to burn through over 11,000 points even though we are already committed to two international trips and work fulltime. And no, I just don't have the psychic energy to deal with renting the points. There is only so much a gal can do.

I hope this help.

 

[BocaBoy]

Can someone offer me a name or number of someone at Marriott to call so I can resolve my 2 issues once and for all? I've already contacted Marriott 5 or 6 times in the past month. And each time I have to explain my problem(s) again and then I end up getting a canned response that doesn't resolve anything.

I am just so frustrated at the amount of time these issues are costing me and how many phone calls and emails I've had to generate. If I could talk to someone who knows what the heck they're doing, I think I can get these issues resolved, so...

If you know of a Marriott person and/or phone number I can call, please let me know. Thank you.

I no longer have a specific name, but usually one of the Directors of Customer Advocacy at MVCI headquarters can help with something like this. They solved a couple of thorny problems for me several years ago. I think someone else will probably have a specific name and maybe a direct phone number for you. The number I have is (800) 850-6674 and whoever answers can probably either help you or transfer you to a Director of Customer Advocacy.

Good luck. Both of these problems should be solvable and your grandfathered status should clearly continue. You just need to find someone who actually understands that a trust is simply an alternative way for the same person to hold title. Not brain surgery.

 

[bogey21]

I have found it works best in today's world is not to mess with an any account (anywhere) that is running smoothly. I violated this principle about 6 months ago when I agreed to allow ATT to combine my ATT and Direct TV accounts for a promised $10 per month credit. I knew better but agreed to it in a moment of weakness. Never again. I repeat, never again. If it is not broke, I don't mess with it. It took more than 3 months and who knows how many phone calls to get my billing straight.

George

 

[BocaBoy]

I have found it works best in today's world is not to mess with an any account (anywhere) that is running smoothly. I violated this principle about 6 months ago when I agreed to allow ATT to combine my ATT and Direct TV accounts for a promised $10 per month credit. I knew better but agreed to it in a moment of weakness. Never again. I repeat, never again. If it is not broke, I don't mess with it. It took more than 3 months and who knows how many phone calls to get my billing straight.

George

The problem is that OP did not do this just to make account changes. Those changes were necessitated by her substantive change to trust ownership of her weeks.

 

[SueDonJ]

The discussion is continuing in the OP's original thread about her difficulties here: Putting Timeshares into a Trust. This thread is being locked to make it easier for the OP to track the discussion. Please, if you can answer the question of who best to contact at MVW, contact the OP by clicking on the User Name and then "Start A Conversation."