Originally Posted by DreAAmliner

No arguments regarding AA's IT.

In the future, to save yourself from playing AA phone rep roulette, I believe you can do this yourself.
Place the new desired route on hold, then cancel your current booking online, and once the mile are re-deposited - usually instant for me - pay for your new booking. Or if you have enough miles to float both bookings, then book the second one and cancel the original after the second one tickets.

This way, the only reason you would have to call is if the miles are not redeposited. and that is normally straight forward for a phone rep.