Y'all were correct--called and got a Diamond line agent who mentioned the first agent who upgraded me and applied the RUC back in December did not properly re-issue the ticket. Interestingly, the Diamond agent mentioned she could not do it herself and needed the re-issue desk. We (her) were on hold waiting for a re-issue specialist for about 20 minutes. She did a great job of keep coming back to me while on hold every few minutes to tell me she was still waiting. Once she got through, done in two minutes. Certainly doesn't seem to be the most efficient system, but all's well that ends well.

Thanks again.