Join Date: Oct 2019
Location: clue is in the nym
Programs: BA Gold, TP Gold, VS Gold, Hilton Diamond, IHG Diamond, Hyatt Globalist, Marriott Platinum
Posts: 853
I had this happen to me in recently for an upcoming AUH trip and had to phone in from the cabin of a delayed AA flight to JFK while sat on the tarmac at Heathrow as the 72-hour hold was going to expire while in flight.
Whether in fact this is correct I do not know, but the reason quoted by the CS agent for why the online system failed to match up the booking is that there had been a minor adjustment (as in 'pennies') to the overall cost. BA's IT had evidently done its usual thing and failed to track the change in 'Total Amount Due' and was, presumably, trying to validate/match details on the historical price.