Please do update us with further responses.
I can only think that somehow, they do not understand the involuntary downgrade aspect of this. There are occasional swaps on this route (i.e this Sundays EK 378, Mondays 379 is 2 class) so they must be used to downgrading passengers.
This is so un-platinum, the only possible reasoning I can think for the responses you have received is that they some how misundertand. Good luck!