Have you been Bonvoyed?

I have been trying to book a room at the Ritz and I have 3 complimentary upgrade certificates to club level. in 10 yrs never had a problem. I am now told they are having problems attaching and each time I call I get quoted a different rate. now I stand with 3 bookings..still no upgrades and a;; different rates for same hotel and dates..also countless hours wasted on the phone