They have so many bugs to work out with their system. I recently traveled with the wife to the Caribbean and was mischarged/double-charged for both segments! I tried calling the phone # but waited 2.5 hours twice. Went to my home airport (which has mainline UAL/CAL agents) and they said they were showing parts of the travel had been refunded. Weeks later, now, I've been reimbursed for most of the travel- but not all of it.
Also, about wanting people to list.. Was flying the other day (I'm a CA), and went up for coffee at a particular station shortly after arrival. There was an AA jumpseater looking for a ride to work. He said the supervisor for those gates INSISTED he call the UAL JS Line and list! He'd been on the phone while. I told him it wouldn't be necessary and that the agent should just look him up in CASS and then present the forms and ID to me, then grab a seat. He was very, very grateful for my intervention and said he's been at a AA for 20 years and never had to list like this on UAL and flies nearly weekly on them. Turned out, a 'regular' agent did their job and got him on without a problem and had no idea why their supervisor wanted this guy to possibly list. FYI, this is the worst station in our system.
I didn't even know UAL had a listing # for non-revs. I just know if you want any question answered by United on the phone, you better have the rest of your day free- all of it.