I called last week (12/15/20) about getting new passes, as we cancelled ours instead of taking the extension. I must have hit the CM jackpot, as it was a rather complicated situation but still ended up with 4 new Gold AP vouchers (DVC) about an hour later.
Here's the complicated situation... Family of 4, all with out of state Platinum APs that were originally supposed to expire near the end of July. We were on the 2 summer vacations under one AP strategy. It just so happened that the summer 2020 trip we booked back in 2019 fell during the parks reopening in 2020. So we took that trip and then cancelled the passes instead of taking the closure extension, knowing that we wouldn't be back before that ran out. Within a week of calling to cancel (this was in July before the email and website process was available), I had 3 partial refunds credited back to the card I had purchased the APs with. No 4th refund though. Then the email with the link to cancel arrives. Following that, I log in and my pass is available to cancel. Finally got a check in the mail for that one a few months later. All passes cancelled, or so I thought...
Logged into
MDE sometime in October, and see 3 active APs for the rest of my family with an expiration date of 12/12/20. Call up the AP line and after some digging they confirm that those 3 passes were refunded back in July AND extended for the closure. CM says consider it some pixie dust, so I let it go.
Which brings me to my call last week to see about getting new passes. After explaing all the above, and expaining why I didn't want to just renew the 3 passes that were extended (2 summer strategy again for 21-22) and verifying our new DVC eligibilty for Gold passes (purchased in August) the wonderful CM told me to expect a call back shortly from their escalation team and they would take care of the purchasing process. Much to my surprise, I get a call about 10 minutes later. That CM verified what passes I wanted and who they would be assigned to, took my credit card info and a few minutes later we had Gold vouchers in our MDE.
So it appears the right CM can still make things happen. I was honestly expecting to only be able to purchase a new AP for myself.