The upgrade system is utterly broken.

My most recent experience--I allowed the system to auto check me in for my return flights. Got the email that said I was checked in. Went to the app and my name was not on the upgrade list.

So I called. My question was simple--can you confirm for me that I am on the upgrade list even though I can't see it? And if so,where am I on the list? Literally one hour later, I still didn't have any answers. A nice supervisor forced an upgrade for me on one of the flights (thank you!) but never could answer the basic question.

This is a pretty basic question guys, but apparently, it was unanswerable. This is very, very troubling.

I was not calling to "cut in line" and get an upgrade ahead of other customers. I just wanted to make sure I was actually in line, and they couldn't answer me. I agree that agents shouldn't be forcing upgrades, but until I have some level of trust that the system is working as it should, it's hard for me to turn down whatever help I can get.