My best answer is "randomly!" They make mistakes both ways. Most people only call when they don't get enough!
I LOVE Hyatt altho I'm relatively new to them - only about two years. I do find I often have to call to fix things in the points department but it is more than worth it to me. That said, I understand everyone's frustration - it's really not rocket science and is something that should be relatively easy to get right the first time. But again, I'm more than willing to put up with it.