that's exactly what a bot would say.

so what was the result when you called, did they book or not?

have you tried different broswers or the phone app? do you have ad blockers on your browsers or any cookie blocking software? i'm just wondering if the site doesn't realize that you're logged in when you're trying to see the points price.

or did you get the booking and then see a lower points price? if so, then open your booking and use the "change/modify booking" feature to get the lower points price. you'll keep the same room and just get the points credited back to your account. i've done that very often. I also screen shot every page along the way. standard operating procedure for everything i do online these days.

and as out of my element says, name the hotel and dates and others here will try to replicate the problem. that will tell you whether it's just your browswer/app/account or whether it's on the bonvoy side.