Can One Get Mile Refund For A Partial Used Reward Ticket?

I used my free miles to buy free reward tickets fo rmy parents. They took the directly flight from PVG to EWR. I tried to upgrade their return flight but was unable to do it online, and by phone (the waiting time is endless). So I canceled the partial used one, and bought a one way b-class tickets using my miles. I never got my miles refunded, despite the fact i called them millions of times. One of the agent told me it's the policy that parital used reward tickets are not refundable, but she couldn't show me where the policy wrote.

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United Airlines - Airport Information, Check-in Kiosk, Airport Maps and Travel Tips
... (EWR) ...flight, including departure times, weather conditions, in times Find specific information for up-to arrive, security wait times and ticket counter hours. EasyInfo SM gate displays View these screens at the gate for individual airports, including when to -the-minute information about check-in service at select airports. Airport FAQs EasyCheck-in ® kiosks Check in for use...
United Airlines - Airline Travel Safety Rules: Unaccompanied Children
... expedite the call. cabin, the standard complimentary food items will travel by one fee for each way (except to or from Brazil, where no fee for any flight, although we recommend that person is scheduled to travel unaccompanied on connecting flights to a flight operated by type of flight Nonstop and direct flights (including the last nonstop flight of the...
United Airlines - Travel Information: Airport Check-In Details
...wait times and ticket counter hours of operation We have already checked in online may use...Airport (AMS) Ticket counter hours of China Pudong International Airport (PVG) 9:30am-5:... checked baggage should be directed to flight departure. Ticketing inquiries should arrive 3 hours... by calling toll free from the U.S. Memphis, Tennessee Memphis International Airport (MEM) No ticketing during ...