I like Hyatt Hotels so much that I'm in the middle of a Diamond Challenge, having been Diamond for a decade in earlier years. There's no comparable chain for elite benefits, especially in-hotel bennies.

Yet I'm stumped by the assertion of Hyatt Customer Service that a points stay I booked back in January (when I had plenty of points in my account to cover it) was not points-debited at time of booking. Unfortunately the website doesn't clearly indicate when points withdrawals are made, but I did find before and after Hyatt monthly statements documenting a points withdrawal at time of booking in the exact amount needed. The late night Customer Service agent I spoke with asked that I e-mail those statements to her, which I did promptly. Two days later, after no acknowledgement was received, I called CS during the day, but that agent simply referred me back to the night agent. That night I received an e-mail restating that points hadn't been taken out until my recent stay, therefore there was no double deduction and points couldn't be restored. I was offered bonus points to close the matter, but instead I want to know what's going on.

Is it too much to ask that someone at Hyatt take a look at the statements I sent in, and provide a running total of my points balance for the months in question? Has anyone faced a similar problem?