ticketing question/problems
 

I needed to cancel a ticket and rebook a different one so I called in. The agent had a very hard time matching what I had found online so he suggested I book and put on hold what I wanted and then give him both reference numbers and that he would cancel and take care of things. Unfortunately, we got disconnected before the process was completed and I had to call back. It seems that the cancellation was done (I got an email with credit/ticket numbers) but the new itinerary still shows as soon hold. In addition, the ticket price is WAY different than what my hold (confirmation) says but there is a zero balance to pay.
So how do I clear things up? Should I give AA a credit card number for the $0.00 balance so that the hold will clear. I just don't want to somehow get charged for the ticket price of $11K. The second agent seemed VERY confused by what was going on, so it may be a matter of HUCA.
In any case, any suggestions would be greatly appreciated. As far as I can tell there is no ticket number associated with the reservation. but also no balance to pay.

Definitely just call AA back.

just to close the loop on this, I tried calling again since I hadn't gotten any suggestions from the forum and the reservation hold was set to expire today. The third agent was very competent and knew exactly how to solve this by finishing the conversion process (cancellation of the old ticket and ticketing the new itinerary) which the first agent had set up. And within a few minutes the new ticket was issued and I now have a credit balance of $11. I appreciate her expertise but am a bit confused as to why the first agent didn't call me back when we got disconnected since my phone number was in both the old and the new reservation nor why the second agent was absolutely clueless.
But all's well that ends well.
Thanks JJeffery for the suggestion. Done as stated.