I will like to check whether is this the usual practice.

I have a missing stay and I try to do it online using the hyatt website but an error occurred. I call to the reservation hotline. I am based in Singapore but this is managed by the India call center. I gave my diamond number and she could not retrieve my booking and request for my invoice which I do not keep a copy. She diverted me to use the website to request for it and email it to them instead.

Is it that the call centre does not have the experience to handle such issue.
I face similar problem with applying for my DSU. They applied the DSU and my hotel stay rate increase due to that. I called and the next moment the hotel stay rate was incorrect which was lower. They called and apologize for the error and I request for an email to explain for this. This is their reply.

" We apologise for the inconvenience caused to you due to technical issues from our side as there were two e-mail confirmations sent to you in error with the wrong rates. "

I have no problem when I was using the Hongkong reservation as the staff were very experience and provide a good service while the one in India is a different story.