I'll wait to see what the response is to my latest email, and if not I'll have to decide whether to persue with the CP line/rate desk or just send it off to Customer Relations. I don't have much faith in the rate desk figuring it out, since they are the ones that made the mistake in the first place. I was told the reason it took so long to make the change was because several people at the rate desk, including at least one lead, were having trouble with the calculation. I have also had a few recent poor interactions with Customer Relations, so I don't have a whole lot of confidence going that route either.

All in all - frustrating, time consuimg and disheartening. Things at US aren't what they used to be, even a year or two ago.