This sounds terrible. I check in bags maybe 2–3 times a year, avoiding it if at all possible, but nevertheless I'm aware of the rule that as a status pax, I can bring 32kg instead of 23kg with no extra fees. So if I know it, surely someone who earns her living sitting at the check-in desk must know it! I would definitely express my disappointment in a short, neutral note to AY. Perhaps they can even track down the agent using your BP info?