I called again today and sent them screenshots while I was on the phone. The CSR put me on hold a few times to discuss with a tech and they resolved the issue and gave me the J seats. They said they've seen this a few times but they didn't offer much explanation. This wasn't the same situation where each segment is listed twice and they have to clean up the file. Something else was afoot.
Thanks for the replies @
canadiancow and @
yyznomad