Hello -

My wife and I took out Chase Rewards card to get points to afford a trip to Australia. In mid-April, we booked travel on All Nippon Airways using a combination of points and cash. In late-April, we rebooked the flights to leave a couple days later using airline credit (we had to first cancel the flights then apply credit). When doing this through the Chase Website, there is an option to apply airline credit. We did this successfully for my credit card. We followed the same process for using my wife's credit. The website was glitchy, and we took screen shots in case something was awry. Sure enough, it was processed as a charge.

We immediately called ANA, who said they would honor the airline credit. We called Chase and they have been unwilling to apply the airline credits and refund the charge. We have a $3,623.84 charge. We disputed it twice, but Chase has determined the "transaction valid." We now have this large charge and airline credits for ANA, which we will likely never use. It has been very frustrating that 1) Chase hasn't acknowledged that there website is difficult to navigate and was acting glitchy; and 2) we opened this credit card for the specific purpose of using credit card points and Chase is refusing to allow us to use the airline credits we have as a result of using the rewards points. We have filed an appeal and Chase is reviewing the case again.

Any guidance or insight on how to eliminate the charge and get the airline credits applied? Thanks!