When this happens to me, it is *always* because I purchased the ticket without being logged in or without my AAdvantage number attached. What you're describing is exactly what the seat map would look like if you didn't have elite status. If this is the case, it is easy to add the AAdvantage number.
It would appear to all come down to the accuracy of this statement:
That statement is accurate if you are not an elite member. Again, my guess is somehow the record is not reflecting the OP's status.