and what policy permits them to do that? The ability to convert exists as a potential work around when redeeming a FFC is encountering errors in the ticketing process (or to use for an ancillary purchase).

Playing HUCA to find an agent to do this out of policy is only going to result long term in the ability to convert being restricted further to select agents (as I understand it, it’s already being discussed). This in turn makes it more of a pain for people who appropriately need their FFC converted to an ETC to solve a credit related ticketing issue or use for ancillary, as they now need to wait for someone who has the permissions to actually do the conversion.