There have been problems with the website off and on for the last few months. The support staff only take messages and can not provide any technical support. You will receive different answers depending on who you reach. The only effective media of communication now seems to be chase@twitter. They have authorized Statement Credits when the website was down and I had to purchase the airline tickets directly from the carrier. I was promised 10,000 Courtesy Points and was given 5,000 points they added the additional 5,000 points. A couple years ago the website worked without any problems.