I have used the CMB CX office for an ex-CMB ticket to the US. I found them to be superb communicators and very quick to make the changes that I requested. However, my ticket experience was other than anticipated. I sent them a scanned copy of my passport photograph page and back and front copies of my credit card in order to get the ticket issued before arrival in CMB. In fact, they issued the ticket after i arrived, leaving me quite confused as to what the point was of having me email scanned documents. In my case, I ended up having to eat a 3% credit card service fee that only took effect on July 1. The downside for you appears to be even greater than for me. Perhaps a phone call is in order?