This is akin to an issue I have had with BA telesales/reservations. From what I experienced, often it really is a matter of hanging up and trying again.

BA this week has managed to give incorrect information over the phone on 5 separate occasions, whereby they say that they cannot help me and give me different excuses on why not. Fortunately on my 6th call, someone managed to help.

IMHO, BA telephone sales / reservations is possibly the worst part of the organisation (sorry Bukhara - whilst you are fantastic and actually know what you are talking about, many of your colleagues have a long way to go to reach your level of knowledge and expertise). Fortunately my experience with BA ticket desks is extremely positive and they always manage to sort me out there and then.