I had to call NB over and over for points, smart traveler redemptions,etc.My anniversary date was coming up and I called to cancel my card. The CS agent told me that I would still have to pay the yearly fee.And argued he did when I told him that I would not. He offered me points not to cancel and said the only way to "avoid messing up my credit if I don't pay" was to get another NB product. I let him ramble on a while and asked for his supervisor. Within minutes he informed me "I will do it for you this time". And then I wrote him up to corporate. Good luck.