MBWMBW, glad you got your issues resolved. I encountered similar incompetence yesterday when calling to remove myself from the upgrade list (wanted to fly in the back of a DC-9, call me crazy...) for one flight out of a roundtrip itinerary. The first agent said she could not take me off of the list for one flight and that it would be noted in my permanent record that I declined upgrades, and maybe I could talk to an airport agent about un-requesting for that one flight. I told her don't change anything and hung up. Second agent was able to do what I asked.

Why oh why is their call center so inconsistent?!?