Hotels.com review: Reward nights to OneKey pt conversion

I was a long time Hotels.com costumer and had earned a free reward night. In July, hotels.com switched reward programs and my night was converted to onekey cash amount of $107.72. I logged in to book a room tonight and saw that my one key cash balance says $0. I tried to do customer service chat but it kept reloading and asking me to sign in even though I already was. When I finally was able to find a number for customer service, I was told my cash experience on Oct 5th. According to their own website, onekey cash is valid for 18mths after it’s in your account, and it hasn’t been 18mths since July. It’s been 3. I was told even though my night was converted to one key cash, they used an expiration date from the old rewards program and removed my cash credit. Not only was this not conveyed anywhere on their site, I received no notification of such activity. When I look at past onekey activity, it doesn’t even show they removed the credits. Once the points were converted to onekey cash, it’s not part of that old reward system anymore, so they’ve basically scammed me and others just like me out of something they offered.