Good news update!
All resolved. Apparently their computers were hacked, and if you use your email address as your username, that allowed the hackers access to the accounts. The mailing addresses were changed to Canadian addresses and multiple gift cards were ordered.
Starwood caught the breach, cancelled those orders, refunded the points and are trying to prevent it from happening.
If you're account has been breached, or you can't log in because it's frozen, call the right department directly at: 877-782-0132