I don’t understand why you’re handling all this over the phone. Always handle it online via MHC (My Hyatt Concierge) or Twitter that way there’s a paper trail.

As for the first call what happens is they will usually just put your request in a queue, if you never get a reservation change email then nothing was done, meaning no SUA applied.

You can also cancel and rebook reservations online really easily. Cancel one wait 15 seconds for the points balance to update showing the new total, then rebook.

If I had to guess possibly your GOH wasn’t handled properly and needs to be re-done.