Yes, but this assumes that the live agent has some additional information that is not being employed by the "automated system" being used on the website. What, for example might that be? I can understand how the first transfer between new accounts might require some review, or how there might be a threshold amount (i.e. above 100k points being transferred), but for routine monthly point transfers between Freedom Card accounts and Sapphire/Ink accounts where the name, address, contact email, contact telephone number et al have not changed? Has anyone who has called in for this process ever had anything at all verified by the CS rep that could not be verified on the website? (During my call today, no such information was requested or verified.)

[As a long-time former Chase employee, now retired, who has been making monthly point combination transfers since the Freedom cards were first issued, I remain bewildered by the apparent pointlessness of engaging telephone CS agents to do what had been routine electronic processing previously. One of my Freedom cards was issued in 2001, and has had more than 200 painless monthly transfers to identically registered Chase card accounts (that can be used for topping up points/miles at airlines and hotels). I offer this context background only to express my eagerness to gain greater insight into why this particular snafu has surfaced at this time.].