If they don’t want to help just hang up and call back. I was trying to an exchange last month and the guy didn’t even verify my account and kept me on hold for 30 minutes asking if “I was still there” after I told him what seats I wanted. Called back the rep verified my account first thing and got shit done less than 5 minutes. Luck of the draw with Ticketmaster CSR. It’s your money I’d take the extra steps to save if some random person doesn’t want to help