Wirelessly posted (BlackBerry8700/4.1.0 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/100)

I believe part of the problem for the OP is that no true "override" exists in UA's system. I think other people have successfully had had agents jerry-rig a fix with notes/comments in the PNR. Sponsored upgrades seem to be one of the most complicated things for agents to do in Apollo. It seems it is luck of the draw based on the agent you get, if you don't do it the "official" way.

Also, why were you dealing with India? Did your call to the 1K number go there, or did you call web support. I wouldn't bother with web support at all. The 1K number is much better to deal with this, and pretty much everything except reseting passwords.