As far as I'm aware, there has been a number of staff changes at the RTW desk, merger related issues, and a change to the rates desk. These tickets used to be sent to the rates desk in Dublin for pricing. That office was closed.
US also seems to think that xONEx fares are awards, not revenue.
(I tried to change a flight on my DONE3 last year [time change on LAX-IAH]. It was US operated, so the AA staff I spoke to about making the change in JFK, ORD, LAX and SFO weren't able to access the system to make the change. I spoke to US at LAS. The agent called their rates desk a number of times and they kept insisting that it was an award ticket that couldn't be changed. Still don't understand how they could think that when it was CX issued and I only have QF membership. CX US refused, saying it's not our flight, AA said they'd like to but couldn't due to system issues, US refused claiming award. Finally got CX UK to change it.)