This is really outrageous. CSR - after checking with his lead - is saying that the trains in the old program's Acela blackout periods (i.e peak weekday times) will be subject to premium points redemption charges even when the fare is the same or lower than a non peak train.
He admitted that this is not what the website says at all.
He refused to let me speak to his lead and said he would transfer me to customer relations - which he insisted was open today but of course is not.
I would call back but I just spent 40 minutes on the line!