There was clearly a miscommunication here, but I don't think it was on either party. The bigger issue is why did the OP have to wait 4 hours to talk to a Customer Service Agent. The Pandemic is not new now, we have been like this since February/march of last year (longer for some places) why haven't airlines been able to get their call centers properly staffed. I have been in OPs shoes, disconnected after waiting several hours to speak to a CSR. You at that point have to determine is it worth another 4 hours of time to wait to start completely over on the booking.

Any wait longer than 30 minutes at this point is unacceptable.