Seems rather straightforward to me. UA is obligated to honor that which is promised by their agents. If they don't like what those agents do, then they can hire different agents.
Yeah... good luck getting them to do that.
United has a looooong history of denying VDB compensation that is offered by agents that contradicts official policy.
I got bitten by this in late 2005 - and as a result, at the end of this status period (i.e. shortly), I will go from being a multi-year 1K to a no status passenger - and I do so with a smile on my face to no longer have to put up with a company that routinely rewards tattletales and handslaps customer-minded employees.