I am a newly (matched) Platinum, and made a booking that I had to cancel.

Went online chose cancel and it did not refund "Non-Refundable Products & Fees". What is up with this? The terms of benefits do not say that they keep fees. One one booking it is the majority of the fare.

Terms state: No Change/Cancel Fee for the Member and up to eight (8) other Members traveling on the same reservation with the same confirmation number. Modifications must be made 7+ days prior to departure. Changes to your itinerary are subject to any difference in fare and options prices.

Do I need to chat with them to cancel and keep the entire amount?

Update: It appears to be the Carrier Interface Fee they will not put toward a future trip credit. This cannot be correct. When I go into chat three agents do not even acknowledge I have no change/cancel fees and want to charge the regular fees.