Hmm... Did you ask for a re-book or a cancel?

My experience was I was able to get all UR points back when I cancelled my flight during the beginning of Covid (2020 March-ish) even though it was a bit hassle. Even I did that within 24 hours, the system won't let me cancel but just ask me to call them, but no one was able to answer the phone. I realized they must be too busy to response all of the contacts (emails/calls/etc) at that situation, so I just collect all of the screenshots to prove I did cancel the ticket within 24 hours. I tried following up a couple times, but not able to get any response either. After about 2 months, when I was about to give up, I got an email response and get my UR points back. Somehow a happy ending, but it wasn't a smooth journey though.