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I canceled without any problems using the iOS app, but that was before the devaluation on February 15th.
I was charged a $70 cancellation fee, and the miles were refunded right away.
However, it took a few days for the taxes to show up on my card.
If you’re still having issues, use their feedback form and provide as much detail as possible.
I don’t usually like using feedback forms, but they’ve always worked for me.