Aeroplan Travel Services review: The services and the level of understanding from aeroplan due to a cancellation

For years I accumulated points with Aeroplan. At this point on October 24, I made a reservation for my son to go visit his grand-parents in Montreal. It was the first time using my points. I was quite suprised how Aeroplan calculate points for a trip such as Saint-John NB to Montreal QC. Even tough I accumulate 28,000 points it was not enough for a return trip. I was curious on how Aeroplan is calculating the points. When I made my reservation, I did ask question to the person. I ask several time to explain me how do they process points and calculates point for specific destination. I never got an answer. The person become frustrated with me. So I went on with my reservation. I used my points for the departures and find out that I had to pay 45.00, and paid with my credit card the return. 4 days later I had to cancel my reservation due to some illness in the family. It took me about 4 days to try to speak to somebody or try to do the return on the website. I had to pay 200.00 to cancel my ticket. This is outrageous. I spoke to the person and tried to ask questions about how this is possible. They never answer me back and mentioning that this is the policy of Aeroplan I bought this ticket with my points and now I have to pay this amount of money. I don't have 200.00 dollars to loose. Times are difficult. Please can you reconsider this.