You need to call and ask to speak to a manager Just tell the front line rep the situation is complicated and probably only a manager can see the full details on the account that seemingly being closed in error.

This is not the first time Chase system algorithm went nuts. It has happened before, the last large scale of shutting accounts for no reason happened about 2 to 3 years ago when it went over zealous in flagging accounts. Many cardholders were successfully get their accounts reinstated, some even received formal apologies via a letter. Read many such cases in Chinese websites at that time.

Sending an SM is useless because you need a human who has much higher authority to intervene.