I was on the phone with an AA agent, trying to use a flight credit to pay for a reservation that was on hold.

AA asked me if I had taken a flight on a date (a few months ago) that AA specified, as AA said that the flight credit wouldn’t have value if I had taken that flight.

Does AA really not know if customers have taken flights? Does AA really have to ask people if they’ve taken flights? AA can’t look at a ticket number or confirmation code and determine if the ticket has been used?

Or was this simply an incompetent agent?