I've recently cancelled a flight that should net me $3900 in return (after the cancellation fee). This time I decided to call in to cancel and the agent cancelled it for me. However, I noticed that the certificate never showed up on delta.com as an option to look at the balance/use it online when booking.

I've went through 7+ Delta reps and they all mentioned that it shows up on my account + they have no idea why this is happening. Anyone have any idea? I know I can simply call in to use the certificate but I'd imagine that I'm going to continue using this same eCredit for multiple flights.

Also - when I go to view receipt for the flight, the flight status says OPEN.