Dan, I think the confusion comes from this:
1) If using 500 Mile Upgrade Certificates, your one-way upgrade would have been 2500 miles in certificates.
2) If using Miles from your Account, the one-way upgrade (from a full fare Coach ticket) would have been 5,000 miles from your account.
I think Reservations assumed you were using the 500 Mile Certs and that's how they booked it.
But as far as the rest of the events, not United's best effort, for sure!
