I was also "assured" that they never heard of this problem but were going to look into it. I've sent 2 requests to customer service to get it fixed and they said both times "It's probably your browser or computer" - I am in IT and told them no way is was on my end and had to be their system and they said they were going to look into it.

I'll try the workaround next time and see if that does it. I am booking strictly award travel, unsure if that has anything to do with it.