I just experienced this. Had used a sub-$100 ETC for a ticket which I then cancelled within 24 hours of purchase. Website would not process the refund due to the ETC. I figured no problem, I'll just apply value to a future ticket. When I went to do that last night, the website wanted to charge a $200 change fee. So I called. Agent also quoted me a $200 change fee. When I pointed out that the ticket had been cancelled within 24 hours of purchase, his response was "you should have called us to process the refund." He did ultimately agree to waive the change fee.