So final update is mom called the premier access service line. It actually was a big challenge for them to figure out, as they also could not see the fare rules ( and commented that that wasn't right), so they had to call up like three different supervisors to get the right information, but they did confirm that the ticket was fully refundable and changeable without feesnd booked it for her. It was only $70 more OW than the standard (not basic) economy ticket, so that's a helluva bargain.

She also commented that every single person she spoke to with United was extremely friendly and helpful. I have to give them credit, because as much as I love my mother, I have a hard time staying helpful and friendly with her when it comes to her travel ( I may or may not have been pounding fists on the table this morning while on the phone with her going over all this), so that's quite a testament to their people skills if they were able to ROFL.