Request for Help: I could really use the board's help. Note, I am looking for advice in navigating the refund process for LH tickets. I am not looking for posts letting me know that I'm a naive traveler. For me and my family, the value of the tickets is a considerable amount of money and I fully view this as an issue of standing on principle.

Executive Version. I bought 2 x roundtrip international tickets in Business Class on LH. The trip is for my wife to see her ailing mother over the end of year holiday season. The flight schedule changed once a few months ago - no issues. Subsequently, one of the flights was canceled and I was advised to consider a set of options. The first 2 offered options that I requested ended up being glitches in the LH system and not actually available. Two separate live agents informed me that, as an alternative, I could simply cancel the tickets for a full refund - which is what I subsequently did. Unfortunately, LH then refunded me ~$180 of the ~$12,000 total price of the tickets. LH contact center support was not able to help with the issue and directed me to fill out an online complaint, which is what I did. I am on Week 2 of waiting for a reply and solution.

Full Version:
1. I booked 2 roundtrip tickets on Lufthansa (LH) Business Class – 1 ticket for me and 1 ticket for my wife for the end-of-year holiday season.
2. On July 24, 2024, I received an e-mail letting me know that one of the flights was canceled – with a link to rebook the flight online.
3. I subsequently tried to rebook an itinerary that was shown on the LH website as an option, but the website would not let me rebook that option.
4. I then reached out to LH through the chat function and spoke via chat with live agent – Live Chat Agent 1.
5. Live Chat Agent 1 informed me that I was not able to rebook on the preferred flight, as it was an ANA flight. The agent informed me that even if I saw the flight on the website, it was not actually a viable option.
6. Live Chat Agent 1 then let me know that I could cancel the flight for a full refund of $5,993.80 per passenger – I have a screen shot of that discussion and confirmation.
7. I ended my chat with Live Agent 1.
8. About 30 minutes later, I reached out to LH again through the chat function and spoke with Live Chat Agent 2.
9. Live Chat Agent 2 offered me an alternative itinerary on LH, which I asked him/her to then book as this option was acceptable.
10. After a few minutes delay, Live Chat Agent 2 informed me that the itinerary was actually no longer available as one of the flights was fully booked.
11. I expressed my surprise to Live Chat Agent 2 that the flight would be fully booked 6 months in advance, but nonetheless asked him/her to confirm that I would be able to cancel the roundtrip ticket for a full refund.
12. Live Chat Agent 2 said that I could receive a full refund only for the return trip given that flight was the portion of the trip that canceled by LH.
13. I informed Live Chat Agent 2 that Live Chat Agent 1 had let me know I would receive the full ~$6K per passenger for the roundtrip ticket.
14. Live Chat Agent 2 put me on hold for a few minutes and the returned, informing me that in fact I would be able to cancel the roundtrip ticket and receive a full refund. As with the Live Agent 1 confirmation, I have a screen shot of that portion of the conversation.
15. Live Chat Agent 2 then provided me with a link cancel my ticket.
16. I then went to the link provided by Live Chat Agent 2 and canceled my ticket – all this occurred across the same morning.
17. A few days later, I received a refund of $93.90 per ticket (out of the $5,993.80 per ticket that I had paid).
18. I canceled the tickets with the full understanding from two separate LH live agents that I would be receiving a full refund for the full roundtrip ticket. I would not have canceled the tickets without those confirmations from LH agents.
19. I immediately called LH Customer Service and was advised to submit an online complaint, which I did.
20. I am looking for to LH either (1) refunding me the remaining balance of $11,799.80; (2) rebooking my wife and I at no cost in Business Class on the same dates and O/D pair; or (3) a travel voucher with remaining balance of $11,799.80 so that we can rebook a flight.
21. Needless to say, this experience has been / is very stressful to me and my wife.
22. Other than simply waiting, I am asking for advice on anything in addition that I should be doing. This incident has generated a lot of anxiety and I am not in a position of not having remaining budget or a booked flight.