I think you have been led astray.
Typically , International tickets (apex)maybe "upgraded" to a higher fare with no ASC. That means your tkt (fare) can be 1 dollar more and that is all you owe.
Now domestic is a different story.
And some fares allow for illness of pax or family members for a full refund.
You need to get a read of the fare rule that applies to the fare basis.
I would not rely on another call to the elite line and waiting on hold while they decide whether or not to rake you.
There are places where you can get a read on the fare basis rules, I am sure one of FT's more experienced participants can direct you or anyone with a similar problem.
good luck and happy holidays and most of all stay well.