Noted in your permanent record? This sounds like junior high school. DL should be happy when someone voluntarily declines an upgrade.
Seriously! I thought the same thing :-)
I don't know the call centers well, but it's worth noting that that the first agent had a foreign accent, which sounded to me to be of Asian descent. She definitely did not sound like she knew how to do what I asked.
The second sounded US-based and was accomplished in 2 minutes or less.