I am in a situation in which I faced a defiant phone agent who documented my PNR in a way which will incur a change fee on a ticket that should not have any restrictions. (The original fare was restricted, but I paid the $100 in the past and changed the ticket to a full fare. This means that I can make any change without fee, but if I want to cancel, I can only get back the additional cost of the ticket, and not below the originally restricted ticket).
I know the fare rules very well, and I know that this agent was simply wrong. When I call back for another agent, the first thing he/ she will see is the documentation. It is quite frustrating. Can future agents take notes off of a record? Or is the documentation there as long as the reservation is active?