I called Bank of America to get my card 'upgraded' to one without an annual fee (and better rewards)
The guy told me it was not possible, even though I was fairly certain it was. When it became clear he didn't seem to know what he was doing (and wasn't overly interested in helping anyways) I said thanks and hung up. Then I called right back immediately.
The woman I got not only made this happen, but I also got a $16k credit limit increase in the process.
Anyways, that's all. It was a great reminder when it comes to customer service: Not all representatives are created equal. And just bc one individual can't help you, doesn't mean your situation is hopeless.