As you keep referring your friend as "they", I guess there are two of them already in that room. Did they ask you to pay the "Third person surcharge" when you called?

If it's a foreign CP, in some countries there is a requirement from the authority to register or photocopy passport information page from each guest. I think it will be difficult for that CP to justify where you are in the room but not having the copy of your passport. So it is likely you are not associated with that room, when they try to credit the points to you.