How come you post this on 2 forums?

Look it at from TK's point of view:
You check-in and they open their system to retrieve your reservation and the bag allwance said 0. How on earth would anyone expect that they will suddenly give you 2 bags for free? They didn't sell you the ticket - someone else did.

Yeah their customer service reponses are a joke, but I won't blame them on this one. There is another complaint about another UA award with wrong checked bag fee information.

Take the complaint back to DOT and said it is unacceptable. Mine took a few exchanges too - in my case I tossed my stuff at the airport as it was cheaper than $140 and I sent my receipt to United.