I don’t want to cause any panic, and I want to label this as still developing. You may have noticed that the Ultimate Rewards Mall has been rebranded as “Shop With Chase.” I can’t tell if the underlying system is still Cartera.
After the switchover to the new program, I called Chase to credit missing points from Hotels.com. In the past when I did this, the first line customer service representative would always credit the account instantly. My most recent experience, I had to call in for two different cards and the customer service reps had to put in an escalation ticket for review with a 5 to 7 business day review. I submitted my claim Thanksgiving weekend, and still haven’t heard back from them in regards to the missing points.
The last purchase I made through the Chase portal was in September, and that was in transition between Ultimate Rewards Mall and Shop With Chase. We’ll see what will happen next.