For those interested, I have had some feedback from Red Roo through PM and one discussion with a customer care agent.
The response and the fact I was called twice (but missed the first call) is very much appreciated.
- Confirmed the mistake was human error but a system problem as well (presumably failure to stop it or notify me).
- Had I shown up at the airport on my expected day of travel, the check-in agents would have been able to fix. (I don't doubt this, but there has to be a risk of the plane being full, or the upgrade no longer being available, my preferred seat gone etc etc. At minimum, huge upset for me and big hassle for the check-in agent.)
- Feedback and discussions had with relevant area that made the error.
- I asked about notifications of upgrades, given mixed responses to this post - these apparently should happen so this is a problem. Think it will be looked into. There could be a range of issues (wrong number or problems with the entry in the system, particularly involving overseas travel etc, or again, human error).
- My flight has posted as zero SCs and zero points. Assured this will be addressed next week. Presumably just to J levels as entitled, but here's hoping for another human error...
All up, I have no problem it was a mistake and certainly it was fixed. But only because I checked, so that's the take-out for me to keep a regular eye. I can't imagine this is a regular issue though. No apology but the 'inconvenience' was acknowledged. But I do greatly appreciate the agent that fixed the problem, Red Roo's offer of help and initial response, and the chat directly with a customer care agent.
And thanks to most of the posters here for advice and supportive comments re the purpose of the story and indeed of this forum.
Cheers.