I have a situation where the OTA is charging a service fee and the airline is refunding the full amount. I believe the OTA is NOT entitled to the fee. The OTA is charging me a 15% fee.

However, I am in the process of just not dealing with the whole thing if I get 85% of the ticket back. Although I vehemently disagree with this it just may not be worth my time to pursue it. In addition, I have been traveling for 25+ years and have taken hundreds of flights with many many different OTAs, never had a single issue until now... and now is a once in a generation problem of historic proportions so I guess, whatever! Best to move on.