Sounds like the UK rez folks follow in their US counterparts' footsteps. You're forgetting the golden rule of UA:

Say "thanks," hang up, and call back.

I'm just guessing here, but when you called the second time...it sounds like you may have questioned them about the rule. Never bring up past conversations with rez agents because if it sounds like you have your act together, they'll just agree with you and you'll get nowhere. Play dumb...if you need help at this, let me know!