It took me several days of calling before getting past the busy signal. I didn’t want to cancel online because I thought I might need to ”negotiate” something. Turned out they did exactly what I would have asked for so maybe wasted 35 mins on hold but all good in the end.In a similar vein, I recently canceled a end of June booking, less than 30 days before check in . Nowhere could I find any information as to if my points would go into restricted status. We knew we had to cancel, so I when ahead an did so. On the very last screen where you actually confirm your cancellation was the message that during this time, reservations canceled with less than 30 days lead time would not go into restricted status, but would go into normal status.
I tried calling before canceling, but I never got anything other than a busy signal.