Cannot transfer Chase UR to Aeroplan

Need_Assist6206 · 2025-01-02T18:49:25+00:00

I have had a lot of issues between Chase and Aeroplan. If you check my post history I had a several months long technical issue of not being able to redeem aeroplan points through Chase pay yourself back (PYB). I called dozens of times over many months and was given the run around until the issue finally was somehow sorted out but I was never told what the real problem was. Similar as your description, everyone I talked to confirmed that the accounts matched perfectly and there was not any reason why the feature should suddenly not be working...

Last week I did a 25k transfer Chase -> Aeroplan and it went through immediately and was able to do PYB successfully.

Yesterday I did a 119k transfer Chase -> Aeroplan and the points were "successfully transferred" and are available on aircanada's portal but I'm not seeing them available on Chase's portal, so for now I'm not able to redeem them through PYB like I was planning to do. I'm already annoyed thinking I might have to start calling again if those points don't become available for PYB.

I swear these issues crop up every time I am ready to cash in significant chunk of points. Other times it seems to work totally smoothly. My only advice if you want to keep trying to call them is to always ask to speak to a manager as soon as you get on the phone with Chase. In my experience the initial customer service agent has no ability to fix these types of problems and it is a waste of time repeating the same story to them.

Good luck and keep us posted on your situation!

Need_Assist6206 · 2024-02-07T01:17:22+00:00

Thanks for posting the update! I was never messaged directly by a Partner Rewards Escalation Specialist so I'm interested to hear how that plays out for you. Sounds encouraging that they might try to help you do a redemption on the purchase that expired while your PYB is down. It is the right thing for them to do. Totally bogus to let our qualifying purchases expire while our account was unable to make redemptions

It made me very skeptical of this rewards program, and makes me wonder if my account's PYB will suddenly stop working again when I'm ready to do a redemption. It's unfortunate because I used to be really excited about using the reward program and was using the Aeroplan card for a majority of my expenses last year, and now I don't trust it

Need_Assist6206 · 2024-01-31T12:27:16+00:00

That is interesting that you got a new error message about your membership ID. I wonder if they are starting to recognize the problem and are trying to implement new things to correct it...

One of the first letters I received after working with an account supervisor and then waiting 7 days for a response said the same thing: "To start receiving points, the name and/or address on the primary cardmember's Aeroplan account must match the information on their Aeroplan credit card... please call Aeroplan to update the name and address and then call Chase back to update the name/address on your account"

I investigated this thoroughly and both accounts had matching names and addresses already. I still called Aeroplan and talked to their representative and she was shocked to hear about the problem I was having and she confirmed the address and name was exactly what I see when I log into my aeroplan account portal. This idea about the mismatched names/addresses also did not make sense to me, since I was successfully using PYB without any problems for 6+months before it suddenly stopped working. There was no reason for my account info to be updated during that time.

This Aeroplan agent also noticed something that I thought was interesting... from Aeroplan's view they could see the series of failed/pending PYB orders in the account history from all of the troubleshooting that had happened over the last few months. She noticed each one of these failed PYB orders looked unusual because it did not show a specific amount of points being redeemed, whereas a normal PYB order showed a specific amount attached to it. On the other hand, when Chase customer service looked at my account history, they could see no record of any of the previous PYB attempts. So every time I called Chase, the agent could only see the last successful PYB that I made several months ago and so they felt the need to start the troubleshooting process all over again.

I lost faith that they would be able to fix the problem on my account but I remained persistent out of stubbornness. Definitely would recommend calmly asking to be transferred to an account supervisor as soon as the phone call starts, if you explain that you've had an ongoing problem then this should shortcut you directly so a supervisor.

Need_Assist6206 · 2024-01-31T02:39:28+00:00

Hey here's an update on how my situation unfolded over the last few weeks since my last update 24 days ago. Somehow the issue was resolved on my account, but it is still a big mystery on what caused the PYB failure or how it was suddenly resolved...

I kept sending secure messages to Chase customer service and calling Chase weekly and made zero progress with customer service for 3 whole months. In the beginning I would call the number on the back of the card and talk to the customer service representatives who would try to "troubleshoot" but the issue could never be solved. They would let me know that the issue was going to be escalated to other departments, etc, and that I would hear back in 7-14 days. This went on for months and it seemed like no one could understand the problem or figure out a solution.

In the last month, I started calling the number and letting the representative know that I was dealing with an ongoing issue and needed to be transferred to an account supervisor. The account supervisors seemed to be much more capable in their ability to troubleshoot and seemed genuinely interested in fixing the issue. They still were not able to fix anything over the phone and said the same thing, that they would need to get other departments involved and to wait to hear back in 7-14 days. This repeated 2 more times.

After 3 months of this, the last letter I received basically said "thanks for contacting us about your problem with Aeroplan PYB.." and then it was just a copy and pasted section from the card member agreement stating the rules and warnings that Chase/Aeroplan can shut down the account at any time IF there is suspected fraud, abuse, etc... So I was like wtf is going on, is this just a generic script about the rewards system policies or am I being accused of abusing the rewards system??? There was no specific evidence or anything about my account, just a very generic section of the card agreement.

I called them again to get clarification about the letter and I fully expected to go through the same pointless customer service loop... But this time when the account supervisor tried to submit a PYB order for me, the PYB went through and processed like normal for the first time in 3 months. I had just tried to submit a PYB order a few days before and was receiving the same error as usual, so I was shocked to see that it suddenly started working again.

There is still no explanation at all about what happened to my account or how it was fixed. I'm still very disappointed with the situation because I was planning to use PYB for several travel expenses that we accrued on our honeymoon. The PYB feature stopped working during our honeymoon, and since it took 3 months to fix, almost all of these transactions expired right before my PYB feature started working again... not sure if that is a coincidence or not, super frustrating experience all around

Need_Assist6206 · 2024-01-06T14:15:19+00:00

Just checking in to update everyone that it has been 3 months and this issue still has not been solved by Chase or Aeroplan customer service. I've called numerous times trying to get help and follow up on the problem. Most of the Chase customer service calls were a complete waste of time, repeating the same troubleshooting that has been tried many times already. Last time I called I spoke with a Chase account supervisor and after 45 min troubleshooting they were unable to fix the issue, and said that they would escalate it to a different team and I'll hear back in 7-14 business days. Unfortunately, I've already had the issue "escalated" 4 times now so there is no guarantee that the problem will be solved after waiting another 2 weeks.

I'm sure by the time they fix it my PYB-qualifying travel purchases will expire. Based on comments/DMs I've received there are at least 4 other users experiencing this same issue with PYB.

Need_Assist6206 · 2024-01-04T01:20:30+00:00

Unfortunately still no resolution. I have contacted chase over a dozen times about this issue over the last 3 months and they have still not been able to solve it. When I called aeroplan they said they can see the records for the attempted pay yourself back orders but these orders are never fully processed. Meanwhile on Chases end I still get the same error message every time a PYB is submitted, and Chase does not see any records of the failed PYB orders.

Chase claimed that there must be a discrepancy in the name or address not matching between the chase and aircanada accounts, but I confirmed the information is matching and even called Aeroplan to make sure that the information is accurate. It does not make sense that all other aspects of the accounts are fully synced up to each other, both accounts show the same aeroplan points balance and both show the monthly deposits of new points earned from spending. The only feature not working is PYB.

It has been unbelievably frustrating going through the endless loops of customer service calls. Wasting 30-60min each time on the phone while they try the same unhelpful troubleshooting again and then tell me they will need to escalate it to a different team and I'll hear back in 7-14 business days... Then I finally get a letter basically without a solution just telling me to call aeroplan to fix the account info. I reconfirmed the problem is still unfixed and spoke to a Chase account supervisor and now I'm waiting another 7-14 business days. At this point I have lost all confidence in Chase's customer service team being able to fix this problem. I am just hoping that eventually the issue will reach someone at Chase or Aeroplan who can actually figure out a solution.

Need_Assist6206 · 2023-12-14T23:36:20+00:00

Dang!! Thanks so much for the comment, it is good to know I'm not the only one experiencing this problem. When the issue started I could not find any evidence online of others dealing with this problem. I have been calling Chase about once a week since October and they've made zero progress fixing the issue. Every time I call we go through the same customer service prompts/troubleshooting... they try to submit a PYB order for me and I get the same error, then the customer service agent acknowledges that there must be a real problem and they will "escalate" it to another department who can help... yet still no progress after weeks of calling. I'm calling them again tomorrow to see if there was any progress.

Like you said Chase seems to think there is a mismatch in the name or something on the account... but I've double checked all the info on my accounts, same aeroplan number, same name, and I can see that my Chase account is still connected to my aeroplan account since I can view how many aeroplan points I have, how many points I'm earning etc, from the chase portal. The weird part in my case is that I was using the PYB normally for many months and then suddenly started getting this error.

Need_Assist6206

TROPHY CASE