Cash & Points: Cancellation Policy Errors... Anyone Else?

[pilot]

All:

I've had this problem a number of times and have complained with Platinum Conceirge (PC) with no results (I've even sent e-mails and screenshots through the PC to SPG IT) Can someone help? Are other's seeing this problem...

Problem:

Step 1) I book a cash & points at spg.com and the website lists the cancellation policy as a 1 day 4pm (or 6pm) cancellation to avoid a penalty
Step 2) I call PC 2 days in advance to cancel the cash & points stay (call to avoid the recredit issues already well known). I'm told that I've "past the cancellation period." I'm informed that it was a 3 day (or sometimes 7-day) cancellation. (Another side issue, when did this happen... 7 day!!!???)
Step 3) I have to go through each and every time and walk the PC through a new "mock" booking reading them the online cancellation policy
Step 4) The PC kindly agrees to cancel and refund the points after calling the hotel and insisting that I've "past," but they are doing it out of the kindness of their hearts.

This 4-step process worked fine for me up until tonight, when the PC refused to call the hotel and insisted I call the hotel myself (claiming a new policy that must have been created in the last 4 hours since I went through the 4-step process successfully earlier today). Upon doing so, I was informed that I had to write into the reservation manager explaining my reasons. I've now done so, screenshots and all.

Am I the only one that is having this problem? Additionally, each time, the 4-step process ends up taking 10 or so minutes, it should take 1, it's a simple cancellation period, it's just annoying at this point!

Finally, if the "official" (non-website) cancellation period is not 1 day for a points reservation, when did this happen? When did it go to 3 and now I'm being told, 7 days???

Thanks to all that reply. SPG Lurker, got any ideas?