To answer a question about how do you know, the front line agents who answer the phones at reservations are (perhaps all) working from home, and I heartily endorse that. That’s already been mentioned.
When you feel as though you’re up against a brick wall, and that there’s nothing logical about the responses you’re getting, then you might choose to escalate your request. Eventually, or even sooner, evidently the top of the line is in the LA office … for US and Canadian cruisers, anyway.