I would echo the sentiment of trying to do all of this during business hours. I worked at a credit card call center (not Chase) and while the call center was open 24/7, the "good" supervisors and managers only worked during the day, and the retention team was only available certain hours as well. That second part meant if we got a call to cancel the card while retention was unavailable, we were basically told to cancel the card right away, with an option to offer some lame canned offers instead.

As far as I can remember (this was in 2004) we were told to always transfer to a supervisor if they asked for it, no matter what. Obviously that policy can differ from company to company, but it seems bizarre that they would flat out refuse.

As for the actual issue at hand, we were free to waive all sorts of fees (and I waived them like crazy), but the annual fee was kind of a golden goose and we mere CSRs couldn't waive that one, except for the first year's fee. It didn't matter if you spent $10 or $10 million, at least at the CSR level. Supervisors and managers could make exceptions to that, as with pretty much everything.