Finally got Twitter to behave and read OP's original thread.

I'm kind of surprised that the Twitter team even touched this one.

I do agree that OP had a major issue with CS changing the ticket on just a single OK. I was dealing with them on the phone (Skype) from Ascension Island and they were very careful to make sure that I really wanted to change things. It helped on that that I'd already checked the flights I wanted. My choices ended up with a net credit and as I noted up thread the AAgent made sure that both the change and credit emails made it to my inbox. I also did it from the ship a couple of times with the Chat team and lost the signal a couple of times and they went "All Stop" when we lost the connection (one was aa.com logging me out for inactivity) and resumed at the last spot we both had good contact and finished up from there, even if it took a couple of tries to get everything finished at least once (reservation not chat). Generally they've been very careful to make sure that that's what you really want to do before they commit anything.

I also agree with sbrower about the waits to do almost anything done with CS without a call and a long wait. I'm going to put a lot of the blame on both the actual CS bosses, the IT folks for making it necessary to call (chat, DM, whatever else) CS for what should be a routine transaction, and especially Mahogany Row (I'm looking at you Dougie and Robbie) for letting this mess continue.