Expert7700 - agree about the phantom stock. But, there is a difference in framing between, "I can't check true availability because you currently do not have enough points to book this. It looks like it's there, but I can't guarantee that." and what the agent said which was basically, "I guarantee that I can book this flight." She had multiple opportunities to say that there was a risk that the availability was not secure, but she instead stated the exact opposite. I'm just glad the supervisor came on the phone eventually and he said he would initiate the points return. (Had she immediately said she would check into refunding the points after her error, I wouldn't have written this post. Baring that, yes, I still think they should have booked a flight - have to, no, but should - yes.)