I need to change a date of an award flight (US domestic, taxes were only $10.10). I hoped in case of cancellation I would instantly get miles back and can book a new ticket ticket. Nope. It seems I merely sent them request and my reservation is still intact. Chat option has been like that since the morning (that is way I decided to go cancellation way).

Is it just me or what is wrong with their chat? Tried different browsers.