Recently I purchased 2 fully refundable AA tickets knowing that our business plans were subject to change. Sure enough, plans changed. I called AA on Feb 11th and cancelled the original tickets. Agent insisted they were non-refundable so I had to take vouchers. Rather than continue to argue, I took the hang up and call back route. Usually this is a good strategy. In this case, not so much. The 2nd agent confirmed that the tickets were refundable and tried to process the refund. Unfortunately, 1st agent had submitted the voucher request and 2nd agent spoke with supervisor who said they could not stop the voucher process. I was instructed to return the vouchers with a letter detailing the problem and a refund would be processed to my charge card. Vouchers arrived, I duly sent them off via FedEx to the Florida address I was given. No refund. Called last week to check on status and was told they had the vouchers and the refund should be posted within 48 hours. Called today and was told they had lost the vouchers and the agent was sending my file to "headquarters." I asked whom I could speak to about getting this refund processed (a refund I might add is only necessary because the original agent was completely wrong in refusing to issue a refund to begin with) and was told the only thing I can do at this point is to email customer service and "hope they will step in and take charge." My frustration with American is huge at this point. At every step there is a new wrinkle. Lost the vouchers??? This is a significant amount of money and AA seems to have no interest in letting it go. Now I have no vouchers and no refund in sight. Fortunately, I do have copies of the vouchers in my file should I need them and it looks like I might. Any advice?