@ Voice from the SouthWest : thanks for updating us !

Seems like you put your case firmly (and with admirable restraint) doing the best you could in the circumstances.
And - from a BA perspective ! - I guess the CR agent did a decent job too. Short of trashing her employer, there was, realistically, little more she could say.

All in all, it must be incredibly hard - for those BA staffers who actually come into contact with paying customers - to attempt to defend the indefensible.