LAX-JFK with +1 in June. Wait listed with RPU. EF alerted me to R>2 (actually R=8). System hadn't upgraded me so I called. First agent tried to clear it, called a supervisor and was told she couldn't do it and I had to wait for the sweep. While she acknowledged it was broken, she was told not to manually process the upgrade. I hung up, called back, and the next agent cleared the upgradeS in about 15 seconds.