I had called to cancel our annual passes last month (mid June) and got the email with the link to cancel a couple days ago. I called yesterday to follow up on my request from last month since I didn't want to use the email link and restart my place in the refund queue. I was told that when we called before (prior to the "official" notification and email link), it's just a request to cancel. It's not official. It's not guaranteed. They can see my "request" from last month but it's just sitting there. In order to make it official, you'll need to either call in again or use the email link.