Yeah I got it sorted out with them. Apparently the intercontinental alliance hotels have limited access to points redemption. Due to that, when they modified my reservation (upgraded me from basic to view room) in January it actually canceled my booking. Looking at my awardwallet history, it looks as though 50k points were transferred back to me then (I've been out of town since then on vacation so haven't even looked at my points balances). Thus when I canceled today, the points never posted since I already was credited back in January. Can't believe this whole ordeal...wasted 4 hours of my life due to their odd computer system. Hope this post helps someone in the future if this ever happens to them.