Weird situation. I tried to book a multi-city award USA-DOH-SYD in mixed class (J and F). Booking didn't go through during payment for whatever reason, but the award availability disappeared. So I called, and they manually pulled the miles out of my account and then said they would call me back. An hour later they called back saying ticketing failed, and that they would refund my miles. Only, they never did. Now there is no trace of them whatsoever. No activity shows on my account dashboard of their withdrawal - it's as if they vanished entirely. And there is no PNR associated with it, because the whole thing was voided (for a brief moment after I called I saw a PNR in my account history, but I unfortunately didn't copy it down, and it has since fully disappeared from the dashboard history page).

I keep calling and doing the online chat, and they keep telling me my Avios will be back in my account within "a couple of hours". It's been 3 full days now. It sounds like they see the issue, but all they can do is escalate it. I've also sent a message via QRPC online, and I see a few other messages that call/chat agents have also sent to escalate, but it isn't actually leading to anything.

Any ideas on what I can do? I managed to book the seats I wanted from my wife's account, but now I have 180K miles missing and I'm not totally sure what to do.