For a contract to be valid, there has to be a meeting of minds. I would write a demand from AA a copy of the transcript of your call, or the note made by the CSR at the time of your request for the upgrade. You should certainly follow Ombudsman's advice at write at a senior level and indicate that AA are being given an opportunity to put their error right and if they fail to do so you will move your elite status elsewhere. The snag is you ave to be prepared to do so, if the fail to respond.
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