The card is known for being good for miles as the miles don't expire and my mum has been holding the card for while.

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She got charged for annual fee for that card and so she called in to enquire about it.

She was told that they would minus her current points for the annual fee and my mum agreed.

My mum had accumulated pretty much points in the card and since she was going to be cancelling it soon, she decided to go online and redeem a few stuff and to leave a certain amount of points inside for the deduction of the annual fee.

Everything went pretty well, until she received a call one day that she will not be able to cancel her card as she had used the points and redeem items, but