The newer agents are poorly trained in general, but especially so when it comes to RUCs. I had to call in 5 times last time I applied an RUC because I wasn’t moved up on the upgrade list. The first four either told me that was normal (it’s not) or did “something” and told me it would update soon (it won’t).

The final agent had been there for a while, and bemoaned the lack of training for newer agents. 30 seconds later she had it all cleaned up and I was #1 on the list. Unfortunately you just have to keep trying.