Based on my experience, there is an internal department that member service can call. They seem to have the power to fix most things. I canceled my aulani reservation on the phone, the member service agent called that internal department while I was on hold, and around 10 minutes later everything was restored to as if the reservation had not been made - all points restored to the correct use year, borrowed points returned, etc.
I'd give member service number a call. I had tried email and it was hit and miss. If you get an agent who wasn't helpful, I'd just hang up and call again.