I purchased $20k from the ur mall at 5x and also after so many chats calls etc. I gave up ever seeing these points
The only thing I can think if is that there are several programs that let you record video of your desktop activity. Record the transaction from start to finish, and if Chase refuses the points, send the video to an executive branch or take them to small claims court.
Small claims court is easier than you might think. It's quick and inexpensive.