I don't run an airline, so I don't presume to tell them how they should do business. I find it easier to learn how to get the result that I want and take that route, than to complain about it.

In the case of the OP here, it seems like their call was made pretty early in the game, and I'm sure the airlines were overwhelmed with folks trying to change reservations and get refunds. I can understand there being some confusion.