I had the same problem - had 40k miles and wanted to use 25k. called over and over and over and could not find an agent who spoke english. Then I asked a spanish speaking friend to help (via conference call) - that didn't work either - they wanted someone who spoke portugese. So I asked a portugese speaking colleague to help. The hold time and the ticketing process took over 80 minutes. I took her out for nice lunch. the savings of no fuel surcharge on AC more than paid for it!