May be true as I've had instances where I called the agent but they can't seem to see the availability. When I mention to them that I can see it on the website, I hear them clicking away and they then find it. I suggest calling again and telling them you can clearly see award availability. Also, if it's on the website, you should be able to book it with no problems. I've never had problems trying to redeem an award. An upgrade can be iffy but never an outright award redemption.