Has anyone run into this situation? I made an award reservation for 1 night at 25,000 points. When I reviewed it, I realized I made a mistake on it (1 person instead of 2). So not wanting to lose the day, I made a new award reservation with the proper info. Once I made sure that one posted, I cancelled the old reservation (25,000 points) a few hours later.

When I checked my account balance today, I had a NEGATIVE balance. Not only were the points from the cancelled award not redeposited, addtional points had been deducted.

I spoke to a CS agent and explained that my points were missing. She redeposited my cancelled points but didn't do anything about the additional missing points. I told her I did a ZERO exchange (25000 out, 25000 back in) so the total points should not have changed compared to before the transactions.
I explained the situation to a supervisor, pointing out that it is impossible to have a NEGATIVE balance since the system will not allow a certificate to be issued without sufficient points. Therefore I had to have more than 25,000 points before the award was issued. She agreed but didn't do anything only "investigate".

I have a print out of the proper point total. Now what?