...had a similar experience with CO in the middle of an award reservation... re-routed to the WRONG city on the WRONG date.

So, there we were in Honolulu looking for internet connectivity to actually SEE the reservation.

Unless I see it I don't trust it!
...lesson learned!

It's too bad, too.
You'll probably hold forever and have to CALL AGAIN for some reason too!

Good Luck...