Yes, CSRs often will make up rules to fit the error and not investigate the problem. I blame a lot of this on trying to apply metrics (not the metric system) to support roles. When someone's pay/ranking is based upon performance management/beancounters want to put it in numbers.

I keep thinking back to an old Delta(?) commercial where an Army boot is calling in to book a flight home and passes the payphone (remember those) to the next boot, and so on and so on. After the call is over a co-worker walks by and asks how the day was going. The response was "only one call".

Back in the day, Hilton got it right by moving their phone reservationists from a basement office to the executive floor. Gave them such a morale boost sales flew!

Reporting events like the OP experienced is the only way to improve the service. I believe it's more a reflection on lack of training/tools than the individual, although there are some bad apples out there. However, the final result was correct, sending in the folio to yet another group will get things resolved.