Without a doubt, Delta are a pisspoor airline. The fee structures the airlines have adopted are designed to confuse and obfiscate. The whole point of unbundling fares, creating fees etc, is to allow the arline to mslead the customer into thnking the fare will be lower than it is. Switching to anther carrier is the only thing you can do.
As an attorney, do you know if you have a legal right to demand a copy or transcript of the call, as you would in the UK? If so, get one ad take it to small claims. That might help them to pay attention to the training of ther staff.
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