Has anyone had a situation where a refundable fare is non-refundable?
I've been on the phone with PTS for over 2 hours trying to get a refund; however they are saying that the fare is non-refundable.

However I paid extra for a refundable fare. Furthermore my email confirmation reads:
"Your tickets are refundable. Please review your itinerary on My Trips for additional details on specific refundability and penalty policies. Changes to your tickets may incur a non-refundable American Express fee per ticket of up to US$59. If you cancel your airline tickets through an American Express Travel Consultant via phone, you may incur a non-refundable American Express fee per ticket of up to US$59. Once a ticket is issued, the name on the ticket cannot be changed. Airline rules & restrictions apply."

Do I actually have to create a dispute with AMEX against Amex Travel?!