More inconsitency by the phone agents (in your favour though ^). According to the rules you should have been charged the offline fee because the website is not designed to handle online open-jaw award flights (the fee is only supposed to be waived if you can't do something online due to a techical issue). I have always been charged for offline open-jaw awards unless they include at least one First flight, in which case the fee has been waived. Golds may have more luck getting the fee waived though.