Originally Posted by
Often1
The advice is to call, not message. You need to interact with a live human being and, if the issue really is that you did not make a payment which was not due, that is fixable.
Just by way of example, is it possible that Chase transferred your credit balance to another deposit (checking) account or sent you a check for the credit balance, leaving you with a $0 balance followed by small charges which you then did not pay? It would be odd for Chase not to refund a credit balance after a billing cycle.
They would simply reduce the CL to match your spend pattern of last 6 to 12 months, but would not close the account because of no spend, unless it is due to inactivity for 12 or more months.
OP has a lot of canceled travel refunds going back to the account - it depends on how big the credit balance is - that could be an area the Algorithm went wrong - i.e. too frequent too large refunds from the vendors can be perceived being something fishy going on - but then this is the Pandemic and all people's travel plans were up in smoke. We have over $8K worth of travel of one single trip (cruise + post cruise land trip) booked with UR pts all being canceled by providers and all eventually refunded - had these were booked with the credit card, the card would see multiple vendors refunding the canceled services and the credit balance can go high.