Non refundable room - I was told specifically that you can cancel if you had booked within 24 hours

I booked a non refundable room. I called world of Hyatt to make a change to the reservation. On the call, she told me I could cancel the reservation and get a refund because I booked the room within 24 hours. I was not refunded the money. Anybody been in this situation? I wouldn’t have canceled my reservation if it wasn’t for world of Hyatt and what she told me. It’s incredibly frustrating