Yes, it is correct that you should not be charged for the $20 Direct Ticketing Charge (DTC), as well as PM's and DM's. However, in defense of the agent, it is currently somewhat difficult to do while you are making a reservation because you have to use an entirely different program in an entirely different program to waive the fee. Thus, if the agent is not paying 100% attention and is just on auto-pilot, he/she may forget. But the agent is correct, later this month the program that Res agents use is getting an update that will allow the DTC to be waived in the same program as the one used to make the reservation...and that function actually works. So hopefully your particular slight will be corrected, and it will be easier for agents to do (and, hopefully, remember) in the future.