I used my OZ miles to upgrade an SQ flight. I had to cancel the trip, so I contacted my travel agency. They refunded the ticket, but SQ is still holding on to the upgrade space, and my OZ miles are still locked. According to the OZ website, I need to call the operating carrier to cancel the upgrade.

But SQ tells me they have no authority to touch it.

I called OZ, and they want a copy of the original ticket as well as a passport photo. Sounds pretty cumbersome to me. Is this par for the course?