I called just now to cancel our upcoming trip next week LAX-NRT on ANA. It was booked with miles. Immediately patched through but CSR said he had no access to fully cancel/redeposit miles/refund taxes and fees. Only thing he can do was to cancel/book us on a dummy flight so we don't end up as "no-shows" and lose our miles. Also, he'll write a note for the next person to fix it later. And we are to call back when their system is back and they will reprocess. Tried logging in on ANA with E-ticket and now it's not going through so perhaps cancellation did go through?