If I am understanding the OP's issue, I also had an issue about a month or so ago regarding being charged for speciality dining. We are booked in a suite and the 1st night we are supposed to get a free speciality dining credit. When I went to book through the app, it showed the credit, but once I reserved the time we wanted, the credit was gone and charged my credit card.
I called and put the option for dining problems. The person I talked to was definitely not in the states and claimed to have no knowledge that suite guests get a comp speciality dining credit on the first night. I asked to speak to a supervisor and the the supervisor told me that the department I need to talk to was closed and that I needed to call back. All this happened on Friday and by Monday my credit card was credited the money, but my reservation was also canceled.