Sorry to hear of the problems you've been having with United. I've had a few problems with them in the past (as well as most other airlines- when you travel a lot, you get hit by all of them at one time or another) and I've just had to complain up the food chain. I will tell you that I've heard different stories from different people, I just kept re-calling until I heard from someone who could and would do what they originally said they would.
I wish you good luck!
The "friendly skies" my *)& :)
-- SunnySister, frequent flyer and now expert complainer