I'm just going to go to the ticket office and make a fuss if they won't upgrade it. I'm pretty sure they will when they look at my history and see i have upgraded a few times this season. I cannot see any notices on the club website stating that they have stopped doing this.

I'm pretty sure they make it up as they go along. My pal and i emailed the ticket office after the Brighton game got moved to refund our tickets. I was told there was no way to do this via email and i had to call. His were refunded to his card with confirmation via email. We both payed by card online... go figure?