Call customer service to cancel the credit card. What did he mean when he said he couldn't lock the account?

There were some problems with the credit card, which caused the bank to lock the credit card account. I called the customer service to cancel my credit card, and the customer service replied that the account had been locked. There are some problems with this credit card, such as arrears, overdue, suspected fraud, etc. , causing banks to lock credit card accounts. In this case, it is necessary to solve the problem on the credit card account before canceling it.

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The credit card balance is positive.