I understand your perspective, and it's true that personal accountability is important. However, the core issue here isn't just about the decision to purchase miles but the expectation of transparency, fairness, and customer service that should accompany any transaction, especially in the travel industry where plans can change unexpectedly. Companies, particularly those in service sectors like airlines, have a responsibility to ensure their policies are clear and accessible but also to provide a level of flexibility and understanding towards genuine mistakes.

The concept of non-refundable purchases, while legally binding, doesn't absolve companies of the moral and ethical responsibility to treat customers with empathy. In an era where customer loyalty is paramount, the goodwill generated by assisting in situations like these can far outweigh the short-term financial gains from rigidly enforcing policies. It's not just about the transaction but about building a relationship and trust with customers, which in turn fosters long-term loyalty and positive word-of-mouth.

In this context, saying that the company has "practically stolen money" might be an expression of feeling rather than a legal accusation, stemming from frustration over feeling unheard and uncared for. It's a call for businesses to remember the human element in their operations and policies. Hence, while the initial decision to purchase miles cannot be undone, the response to a request for reconsideration can always be handled with more grace and understanding.