FlyerTalk Forums - Sponsored upgrade help?

I hope someone can help me figure it out, I certainly can't. I upgraded two of my friends the night before their flight using two confirmed regionals on ual.com. It was a surprise gift to both of my friends who are both general members. They were both confirmed soon as I upgraded them. I called them the day of their flight to see how their surprise upgrade was and somehow only one of them was upgraded. To follow up, I called reservations and they told me indeed the friend who sat in economy was confirmed for upgrade but somehow it did not process. However they told me the economy sitting friend was confirmed for an upgrade on their return. Looking at my account seeing that no confirmed regional was reserved for my friend, I figured it was a downgrade comp. for him. A week later after my friend flew 1B, he tells me he got charged $1000.32, on his credit card. He had checked in using Mr. Chicken and so I asked if he upgraded using that. He said he thought the upgrade price was upsurd >$300 for DEN to BOS, so he absolutely denied the pop up for an upgrade. Anyway, I called CS and they told me that somehow his ticket got exchanged on his outbound from a W fare to a QUAUP and a YUAUP for his return? "What???" My friend gave me the same response. Supposedly CS supervisor was supposed to call me today, but of course no call. I guess have to wait till next week. My question to you experts is what the hell happened, and what should I expect? I don't know what to tell my friend...and yeah....forget a thank you from him for the surprise upgrade. Thanks.