I have this issue all the time. Aeroplan.com is a joke.
Some agents say they will waive it, some don't. Your call if you want to hang up and wait 2 hours for $30.
My strategy:
Immediately open with "Hey, your website is having issues and I can't book it online. Can you please book it for me and waive the $30 fee because I am unable to on Aeroplan.com"?
GL