Well after 46 minutes of being on the phone with customer service, I am ticketed!?!

It was a website error. I was forwarded to their online help customer service and she told me to click the "redeem now" button in the itinerary. I told her there wasn't any such option that I could see. Her system was having errors logging into the itinerary so she couldn't see what I could and it finally worked after 8 minutes or so. She then realized I was telling the truth and it was a website bug. She put me on hold for another 10 minutes while she was discussing with a product specialist. She came back and said I need to just click on "My Trips" and it should be there. The website was having errors and then the option still wasn't there when I got in. So she confirmed and ticketed me on the phone because I could not and waived the phone fee and said she will report the bug to IT.

What a hassle and waste of time! For all that, she said she will give me a few thousand miles for my trouble, but no comps or anything else. I would've been much better off just booking my own trip instead of the original customer service person putting the flights on hold for me. What could've taken 5 minutes, turned into 3 hours of my time from figuring out how to redeem the ticket because I didn't see any option to do so, googling how to do it, posting here looking for help and then calling customer service again for 46 minutes today...

Very disappointing.