The airport ticketing fee is different to the change/redeposit fee for awards and the terms are different
From the same page
Originally Posted by AA
AAdvantage award change and reinstatement charge waived
Charges will be waived for Executive Platinum members when:
◾Reinstating a fully unused award ticket that hasn't expired
◾Changing a date or eligible origin/destination on a MileSAAver or AAnytime award when using miles from your account
For the 1st 2 items at least, the information from the agents seems correct regarding fees and refund eliibility