If you did not approve the schedule change you need to speak to a service director. Be politely insistent. Have that quote from the CoC to back you up. You can also ask them to retrieve the recording of your conversation to prove you did not approve the change.
I had a schedule change which I tried to resolve via the automated line. I did not approve the change but it marked it as so. Even though it was marked as approved I was about to get it changed to my liking when the 1K desk person saw how badly messed up it was. It did take about 45 minutes and quite a bit if insistence on my part. As a last resort you can dispute the change fee with your credit card.