Here is the full story.

I had booked the flight for her under her name paid under my United mileage account with my credit card. Original fare type was a mixture of U/T/L/S for the legs. After I found out her visa was denied I canceled it and received a credit worth $2300. We asked immigration lawyers and travel agencies and they said she can reapply however if she gets denied again she will be on a "blacklist" from traveling to the US and allies. She chose to go through with the application again. When she did that I used the credits to book another flight this time fare type was S/L. She went to her interview again and go to denied her visa. Once I found out I cancelled the flight again. I requested a refund due to the fact that her visa was denied and the first time the 1K rep submitted it and 36 hours later I got an email saying the refund was denied with a scripted response "We appreciate your patience while our team reviewed your refund request. We found that the ticket you purchased is nonrefundable, and because your travel doesn’t fit into one of our eligible refund options, we’re unable to refund your ticket. Please review our eligible refund options for nonrefundable tickets below:" I have called 2 times since and both reps told me to request a refund via their website and provided me a link. When I try to request a refund the website says it's denied and I need to provide more proof but no options to upload additional proof. Now I'm stuck with $2300 in flight credits under her name that she can't use and I can't transfer to my name. United doesn't operate in Vietnam and there is no way of using it under her name.