Actually, that's not entirely true or accurate, either. Everyone with a scooter does not need the features of an accessible room, plus depending on the type of accessible room booked, it could still be on the 2nd floor. According to any of OP's posts, they do not need (and with young kids maybe don't want) a wheelchair accessible/roll-in shower accessible room; those may not be available now (and may not have been available when OP booked which I believe was quite recently). However, you are right in that it can backfire if trying to get what's needed by making "requests" rather than booking it direct. Also, multiple requests (i.e., first floor, same building as traveling companions, etc.) can be problematic if all of those items don't line up nice and neat on arrival day.
While I agree it has been a crazy experience, and poor customer service, this is exactly why it's so very important to book EXACTLY what is needed and not rely on "requests." A request for 1st floor isn't available (for whatever reason), and since it sounds like they are a family of 4 booked to the room, WDW has no obligation to provide the 3rd bed just sleeping spots for 4 people. Unfortunately, this isn't the first example of someone booking "preferred" and getting downgraded to a different building/view.
I believe OP is on a "wish" type trip due to the husband's illness. And I agree that going in-person to the front desk is the best way to get what she wants/needs. Possibly another AB room has opened with someone checking out today and they can at least get into a preferred first floor room, even if not the same building as the rest of the party.
@pacsunmama -- good luck, and hopefully today goes much better! Focus on making special memories in the parks with your whole extended family!