Currently dealing with this mess right now. I booked two tickets on DL using the Amex Platinum travel portal and clicked "insider fare." I thought I was getting a very minimal discount and moved forward with my purchase. After purchasing I noticed I was charged for the tickets AND was debited points. I immediately called and spoke with an agent who canceled the booking and said I would receive a refund. Subsequently, I made a new booking for the exact same flights not using the insider fare and was charged correctly using only dollars. I have since received a credit for the dollar amount for the original purchase, but am still short the points. I've been trying to follow up for nearly an hour now, not seemingly able to get anyone to grasp the situation. I want the points, not a partial refund. Further, the original booking was canceled within 24 hours and the website clearly states, I am eligible for a FULL refund.

I wonder why I pay the exorbitant annual fee and use the Amex travel services. It's a constant battle each time for anything with them!

Persistence and escalation apparently pays off. Though I was escalated to a condescending and patronizing "supervisor" who also didn't grasp the situation, I got my refund of points instantly.