If it's any consolation the staff on the EP desk have been equally inconsistent -- I usually just excuse myself and call back for another agent; making sure to note their name. Although as noted earlier on other threads the EP desk is not 24/7 thus we are asked to call the Gold line outside of business hours (late at night etc.) The Gold line is just a routing to the top of the inbound calls through their IVR -- the operators handle all calls save for EP -- thus cutting the wait time to very little. This may explain the frequent inconsistency of responses we receive.

BTW, how has your overall success rate been at obtaining upgs in your 72 hour window?