In response to WIRunner:
Can you get yourself to the airport?
My family had resistance with issues while on the phone a week ago (they wanted to refare a change of dates caused by a suspended route), spent 2 hours and got nowhere.
Went to the airport that evening, and the fix took about 10 minutes. It might help to have a printed copy of the emailed confirmation so they can make a side by side comparison your original routing and fare buckets.