I had a ticket issued on 23DEC and noticed on the 24th that a higher amount was charged to my credit call. I called this morning (26th) and a the 1K agent said she would need to speak with a supervisor.

I had exchanged a ticket and what ended being charged was a higher amount than what the add-collect should have been (fare difference between the two tickets). No one on the phone was quite sure what the issuing agent had done but they did see why a higher amount was charged and then proceeded to correct the problem.

In the end everything was taken care of and resolved within 15 minutes.

Although my situation never should have happened, after flying 330k+ miles this year law of averages will kick-in and something "happens" from time-to-time. It is how UA, or for that matter any company, handles exceptions that makes a difference in customer service. Knowing that most exceptions are resolved timely manner has me coming back to UA everytime!

Happy travels and Happy New Year!
Cheers