AA in PUJ is just competent enough to get you onto the plane. It is sometimes difficult to get them to upgrade me. Most of them don't know how to do anything out of the ordinary. They can't help you, so they don't. It once took me over an hour at the counter to get re-routed due to a cancelled flight. And I had to leave the counter for an intermediary 40 minutes in the process, because they knew they weren't going to be able to fix it for a long time.
Take it up with AA CS in the states, or if that fails, dispute the charge.