HI All,
Long story that I'm going to truncate as much as possible. My issue has been addressed but I found it incredibly frustrating. I'm not sure I'll use the portal again based on my experience.

I had a trip booked in F on UA from ORD-ASE in March 2020 that I cancelled due to the start of the COVID pandemic. I think I used Chase points as my method of payment. I went to finally use the credit and went through 4 separate phone calls, each lasting >30 minutes to try to make this happen. In short, I wanted to use up the credit amount by flying in premium economy on UA (or whatever E+ is called).

In my first two calls, I was told that I couldn't use my credit for two reasons. I was first told I couldn't do it because I had booked a oneway and I was now trying to book a r/t. Then I was told I couldn't do it because I was downgrading and coach was either not available or it was "against the rules." I called UA and verified that the credit was good for any flight. I called back and got the agent to actually book the ticket in E+. However, 24 hours later I received an email saying that my flights (not ticket) were cancelled. After checking on the UA website and verifying the flights still existed, I called back yet again and discovered that my ticket hadn't been issued in the timeframe that UA required and the agent finally processed the whole thing after going back through the same story again about policy.

In short, this took 2.5 hours of my life. And I can't find the "rule" anywhere that one can't use a credit for a lower class of service. But talking with those agents was an amazing exercise in frustration. I'm sure the portal would be fine if we were in a day and age where airlines didn't frequently change their schedules or people didn't run the risk of needing changes. But it's pretty darn awful to use at this point.