Called the 1k line at midnight to check on a possible confirmed UG for a return flight segment on Sunday. Second segment (ord-sfo) already updated with miles at booking (last Feb). I took a chance on CPU/UDU for the shorter first segment (ewr-ord).

Segment did have an UG available (as also indicated on the website), so I took the FC seat.
I make a similar call/request all the time with pmUA, and those calls would take 5 minutes. Difference this time ...

1. it took almost 30 minutes, being on hold for 25 of those minutes
2. the rep not understanding that I was already upgraded for the second segment and she didn't need to take more miles for the first segment
3. After hanging up, I went back online. The seat that I requested was not booked, but I was able to select it.

How annoying.