I think you got different degrees of misinformation from both agents.

1) I can't imagine how you could've canceled the itin without being logged into your OP account, since the "24-hour cancel" option is only available to OnePass members, at least until Aug. 17th. Just a guess, but I wouldn't think that the "cancel" option would show up unless you were - or if it did, that not being logged in would matter, since the system would know the itinerary belonged to a OP member.

2) You can absolutely cancel nonrefundable tickets online and get a full refund within the 24-hour window without calling. I've done it lots of times.

Still, now you're in a bum situation. I don't think the repercussions are as bad as you've stated, with not earning EQMs, etc. We'll see what others might be able to offer on that.

Separately, I had an issue with this process that went something like this:

- Used online "cancel" feature within 24-hour window
- Went through screens and was given a choice to get the funds refunded to original form of payment, or preserve in the same confirmation number for later use. I chose the latter, then went to immediately rebook a slightly different itinerary.
- The system wanted a $150 change fee. My mistake was in not getting the full refund and then starting with a brand-new reservation. A call to the Internet help desk fixed it, though the agent repeated several times that it was my mistake, like she was doing a big favor in fixing it (OK OK! Mea culpa!).