Originally Posted by
ucdtim17
My dad booked a ticket for my mom; does Chase require the actual account holder to be the person on the phone asking about a refund? My mom has the patience to do this but doubtful my dad wants to deal with it.
Yes. The account holder must be the one to initiate the conversation based on our experiences.
After the ID verification is done, another person can take over the conversation with the EXPLICIT permission given by the account holder. We do this all the time with my husband being the account holder.
It is the same for virtually all cards / bank accounts / even hotel or airline loyaltty programs. This is a measure to prevent fraud. As you may have seen a new thread in this forum about how frauds can easily committed when someone imposing the account holder to call in for redemption (surprisingly Chase Reward would let that happen, as that is not the normal protocol.)