I have had both experiences this year. The last was a simple one-way upgrade DEN-LHR. Wife is also GS and I called to force the UG and was initially told by the agent that she needed to make sure that the “appropriate fare code was available”.Hmmm, ok. She put me on hold and came back five minutes later and said that she would be able to push the upgrade and I told her I wanted to use plus points. She said that the plus points need to come from the account of the px being upgraded, not from a second source. I told her that was not correct and she put me on hold again for another five minutes and finally came back and said that a supervisor had approved it. The remainder of the transaction took about 10 minutes and then ithe upgrade finally cleared.