As noted on the AS thread
http://www.flyertalk.com/forum/briti...nes-avios.html
The £15/US$25 offline award charge should be charged in line with BA policy, but there have been reports of agents waiving fees. However, more recent reports suggest the offline fee is now embedded in the total cash charge so does not seem to be waivable. This would means that even if the agent was so inclined, the phone charge cannot be waived.
Perhaps your animosity is better directed at the "bloggers" who are unable to give accurate advise and information.