When you get the "we're emailing you your ticket number" box, best step to keep off the phone and away from the long hold times is to send a DM to [MENTION=450792]AmericanAir[/MENTION] with your particulars (Ticket number, PNR, how many miles expected and taxes due back), mention the system didn't complete the refund properly and ask if they could complete the process for you as a way so as to not tie up their phone lines. That has worked for me every time to date - and saves a bunch of personal time vs. the phone.