The skinny is, I tried to price match a flight, they told me they'd be able to do it but would need to do a process on the back end because it was a special case so she'll contact me the next day. Result was, they couldn't price match the ticket plus they charged me for travel insurance on the assumption that I'd still get the ticket from them even if they couldn't fulfill my request.
I was a newbie traveler but lesson learned! I'll be my own travel agent from now on.