I called the Marriott Platinum Premier help line just now and got someone who answered "Marriott Gold Elite."
Not a hopeful start but in the course of the conversation discovered that the person was actually part of Ritz Carlton's Rewards help line, and when Marriott gets overloaded the calls are transferred there. She was not only pleasant but very helpful solving an end-of-year accounting question for me in less time than it took to get through the automated system to reach her!
Score one for Marriott Customer Service and Happy New Year
Hi SSSS - That has happened to me as well, and after a similar momentary bit of concern, was also very pleased with the service. I suspect that the Gold line operators are trained in the issues that might confront Platinum members.