The Points Mom

Make Some Inquires If You Think Your Rewards Transfers Are Taking Too Long

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Up until recently, I had only transferred Chase Ultimate Rewards points to a partner, one time.  It was the time I transferred them to United for free flights to Aspen.  The transfer was immediate and I effortlessly booked my United flights.  Note, I usually use my Ultimate Rewards points to book through Chase travel instead of transferring them to a partner.  That is why, there was only this one occasion.

My other experiences with transferring points comes with the many instances in which I transferred American Express Membership Rewards points to partners.  In the past, I transferred American Express Membership Rewards points for free travel to Israel, Vancouver 1XVancouver 2X, the Canadian Rockies, Las Vegas, Florida 1x, Florida 2X, and Denver.  These transfers were always immediate and flawless.

So based on the above, I knew something was likely wrong when after 24 hours, the points that I had transferred from Chase Ultimate Rewards account to my IHG Rewards Club account were not showing up.

Despite the below email I got from Chase with respect to the time “it could” take, I knew in my gut something was off.

“Most point transfers process instantly. Marriott Rewards, The Ritz-Carlton Rewards and IHG Rewards Club point transfers usually process by next business day. Singapore Airlines KrisFlyer point transfers process within 2 business days. Based on travel volumes, point transfers can sometimes take up to one week.”

I called Chase after 72 hours.  They told me to wait another day.  I did.  I called the next day.  The only solution they offered me was to send the inquiry to the correct department and await a letter that would hopefully resolve the issue.  There was no other person that they were able to connect me to, nor were they able to give me any other information.  This was very frustrating to say the least as the Chase points I transferred were sitting somewhere in limbo.  They were not in my Chase account any longer, nor were they in my IHG account.

I decided to send an email to IHG Rewards and alert them to the problem.  The very next day, they sent me an email that the issue was resolved and the points were in my IHG account.  Luckily the delay did not stop me from still booking our 2 free nights at the Palazzo Hotel in Vegas.

I don’t really think the IHG people really did anything to correct the problem, the result would have been the same.  But I really appreciated the quick communication back to me.    As for the communication from Chase, I still await that letter via regular mail from Chase!

Update, 10 days later, I got the letter from Chase.  The letter basically tells me there was a delay in the transfer and Chase offers an apology.  Um, yeah, thanks Chase but IHG beat you to it with the communication.