I had a similar experience speaking with an AAdvantage customer rep while I was attempting to have my purchased 500-mile upgrades converted to miles instead of LPs. I had received an e-mail from AAdvantage with an offer of 65,000 miles for my purchased upgrades....but checking my account, I discovered AA had already converted all of my upgrades, both purchased and complimentary, to LPs. After discussing this situation with her, the AAdvantage rep then placed my call on hold for about 45 minutes while she attempted to get an answer from her supervisor. Judging by the accent of the rep, I suspect she was not located in the US. She finally got back to me with a response of "We're working on it" but sounded quite befuddled.