So much for thinking United had done what they said they were going to do.

Here is the situation:
I purchased a round-trip ticket from JFK to SIN. I needed to change my return (to exactly what, I do not know) and because of the fare rules (to change, you must upfare AND pay the $100 charge - and it would be using the JFK-SIN fares which are more expensive than the SIN-JFK fares), it was infact cheaper to cancel my return and then rebook a one way home from SIN. I called United Australia (where I am currently) to take care of this and first they told me it was not refundable. Then I read them the fare rules and the still argued, but finally, they said I would be receiving a refund for X amount. The person I spoke to said they would be sending an email confirming the cancellation and the amount I would be refunded.

Well, I never received an email so I tried to call UA Australia again, but they are closed. So I bit the bullet and paid a fortune to call UA in the states. The woman I talked to said "this is a non-refundable fare, but I see it is cancelled." I then explained that the fare rules indicated it was refundable, to which she replied "well, then call back tomorrow when the refund department is open. I do not see that this was processed for a refund."

First of all, I am rather upset that everyone keeps telling me this is non-refundable. It clearly says in the fare rules that it is cancelable and refundable both BEFORE and AFTER departure, minus a fee. They should be able to read the text of the rules as easily as I can. Second, why did the UA Australia rep say it was processed for a refund if it wasn't?

Where should I contact to make sure this is handled? Is the refunds department in the states in fact the best? Do I have any recourse at this point since my ticket is already cancelled if they tell me I am due no refund? Should I call back United Australia first tomorrow morning?

On a side note, a issue very similar to this is why I now refuse to fly continental (the airline which I previously flew exclusively). I really hope that it doesn't come to that with United.