My daughter has a prepaid hotel reservation in Tokyo during what was to be the 2020 Olympics. She booked on the Chase Travel website in July 2019 and paid with her CSP card (not points). After the Olympics were rescheduled to 2021, hotel responded by email that she could cancel and get a refund. When she looks at "Trips" on the Chase website, with one exception, it does not show her itinerary. She has a Chase itinerary and hotel confirmation numbers. The chase website has been intermittent and one time only, the itinerary showed. When calling the travel number, when asked to enter the itinerary number, it seems to find it, but since it is not within 72 hours, it hangs up. We are able to get a phone readback of the reservation details and they seem correct. Any suggestions how to get this refund started? Is Chase travel reachable by chase secure message or email?