I'm sorry to hear this. I have had varying experiences with the folks who answer the BCC number. When I booked our Mexican Riviera cruise a few months back, the person was super friendly and helpful. The person I talked to today had moments of snarkiness that I did not care for and she could use some training on how to be more courteous. I had actually called back 30 minutes after I finished booking because I read on this thread that others were able to book on Apex or Beyond and was hoping to switch. I got another person was very nice but the sailing I wanted either wasn't part of the offer or not available. But then again, I have a feeling what is actually available, in terms of sailing dates, ships, and upgrades, depends on who you speak to. As they say, YMMV