IME, sometimes people think they are communicating yet are misunderstanding each other.
Not knowing any details, but based on what I've highlighted in pink, I wonder if there is money owed on the contract (eg: a loan that will need to be paid off) and the resale value of the points is too low to recover the amount owed on them plus the sales commission plus the application fee and the closing costs. In that scenario the seller who wants to get out from under the debt obligation may have to bring money to the table to close. It's sort of like all those people a couple of years ago who were upside down on their houses. The agent may have been trying to communicate that fact - that the points will not sell for a high enough price to cover the costs, in which case the seller would have to pay any extra. When I bought my contract through Fidelity a few years ago I agreed to pay closing and admin. fee, but I was paying a very low price per point and if I hadn't agreed to pay those things the seller would have owed money as they had borrowed money to buy their points and their loan needed to be paid off.
Not sure why you were calling member services - seems that would be more an accounting dept. question, so it's possible the member services person wasn't familiar with how to sell your points as they typically are helping people in using their points. DVC used to refer people to Fidelity when people would call about getting rid of their contracts, but who knows if that's still the case. You are free to use any broker you want, or none at all.
Only Fidelity charged that extra $195 adm. fee when I bought, so I personally wouldn't go w/ them as a buyer unless I got a really good price on the points to make up for that extra $1-2 per point that I was paying for that fee.
Selling your DVC points is just like selling a house - most people find a broker/agent to take care of selling for them. You can sell it yourself, but most people prefer not to mess with ROFR, estoppel, title insurance & co.s and escrow accounts as well as paying off any loans secured by the points and of course recording title - all of which has to happen in Florida for the WDW properties.
There are several brokers who specialize in DVC resales, the Timeshare Store, a sponsor of this site, is one of about 4 or 5 brokers. The commissions charged by the brokers vary a bit w/ some brokers charging less than 10% commission lately.
Good luck in finding a broker that works for you, or braving the sell it yourself route.