As far as a script - almost all support people do this. I ran into the same thing with Frontier Airlines actually.

I needed to book a flight for Mexico by 10p. I booked it online but I could not get them to show my already pre-booked cancelled flight that I had. I called, but after waiting on hold for 20 minutes and getting disconnected, I decided to deal with it in the morning.

The first guy said there was nothing he could do. I told him I wanted to speak with a supervisor. He asked why? I told him because I was not happy. There would probably not be another time in this year that my $300 credit would be used since most flights were under $200. He said he would waive the $100 transfer fee. Of course I still was not happy.

I asked him to cancel the flight I made last night & re-book it. He could not do that, he replied. So at this point I was really upset and I said use common sense and customer service and pretend you do not work for a corporation. Pretend that you do not have to go by that script and let's fix this. He said he could not do anything.

I ended up calling him a moronic corporate imbecile, talking to his supervisor, getting my flight cancelled, and rebooked with my credit.

Anytime I have to call support personnel and I am not getting my way, I just say thank you, hang up and call back. It takes time but sometimes it will work.