On the R(G)PU not clearing with R>0 point out that if you were to apply the instrument afresh right then it would clear immediately. If that does not convince the agent, ask them to remove the upgrade request and then reapply it. The only hitch with this is if it is multi leg where one leg has already cleared.. UA really needs to do a better job educating the 1K (and GS) agents. These are the folks dealing with issues like this and doing so for the best customers. It is one thing for a general reservations agent to be unclear about upgrade procedures (although clearly they should know them as well) but it is just silly not to have the agents dealing with the folks that do this stuff everyday knowing the policies.