I've encountered a potential refund problem for a MUA.

Background:

- I waitlisted for both PE and Polaris on IAH-NRT-KHH, paying miles + copay.
- PE cleared on IAH-NRT, Business cleared on NRT-KHH
- Polaris did not clear on IAH-NRT

Based on UA's MUA webpage FAQ under "refunds", it states:

"If you requested upgrades to United PolarisŪ business class and did not clear the waitlist, you will get a refund even if you are upgraded to United FirstŪ or United Business on another segment."

I asked UA CSR to process the upgrade of my Polaris copay. They said I'm not eligible because of a separate MUA T&C that's internal to UA that disqualified me from a refund because the PE cleared. Which doesn't make sense because this means anyone who goes on both PE and Polaris waitlists but doesn't clear Polaris won't get a refund of the Polaris upgrade if they clear PE. It also contradicts language I've seen witihin the app.

I'm a bit exasperated after having the debate with the UA rep but she did indicate if she was wrong, the automated system will process a refund in a couple of weeks after the flight itinerary is completed. So we'll see.