There are definitely some incompetent agents on the EXP line. I called one the other day and she refused to process the C availability upgrades, put me on hold for 15 minutes wasting my time, then the C space was gone, and she even dropped me from the waitlist...I was fuming. You have to be ready to HUCA immediately when you sense any incompetence on the EXP line, unless the wait times are long...Sometimes it's a matter of luck, and if you get an incompetent one on the other end, you're SOL.