Marriott customer service doesn't show respect for a long time Gold member

I have an uresolved issue. As a long time Gold member I expected Marriott to do something for me. During the last 5 years I booked at marriott.com maybe a hundred times but for the first time this happened: looks like while booking I missed "non-refundable" rate type. Then I did cancel this reservation before 6 pm arrival day. Then recently learned from credit card statement that Marriott charged me for two nights. These were Friday and Saturday - the busiest nights for Montreal downtown, and I am sure Hotel (Residence Inn Montreal downtown) has booked out this room for somebody else so they've got double pay for one room.

I asked them to do one of these for me: full refund, 2 free nights, extra reward points enough for 2 nights.

But unfortunately Marriott's customer care doesn't show any signs that they would be willing to do anything for me...

Dr. Alex S.