Product: Credit card or prepaid card

On XX/XX/XXXX I booked a trip to XXXX for XX/XX/XXXX. Obviously Covid shut down everything shortly after and I was notified on XX/XX/XXXX that my flight had been canceled and they were sorting everything out. I received another email on XX/XX/XXXX letting me know I had received a flight voucher from XXXX XXXX. I waited to call and confirm all of the details because it listed how all the lines were backed up and if I wasn't traveling immediately, please hold out and I could be helped later, which is understandable. Eventually I called and everything seemed fine, I had my vouchers and I would just have to call a number when I was ready to book. Obviously, Covid lasted much longer than anyone expected so I called a few times to make sure everything was still fine since travel options dates were getting pushed back further and further and was wondering if I could just get a refund so I was able to book on my own and with whatever airline made more sense once the time came to travel again. They said the airline wasn't offering refundsbut I was assured everything would be smooth using the voucher by calling the number once I was ready to book. During that time, my travel agency business closed due to covid so the card that I booked everything with was also closed in late XXXX. I still called to confirm everything would be fine once I was ready to book using my voucher throughout XXXX. 

Fast forward to yesterday XX/XX/XXXX, I'm finally ready to book a new trip for XX/XX/XXXX and I call Chase Ultimate Rewards. After multiple people transferring me incorrectly and starting the process over and each time I finally reached someone who was super helpful and he tells me XXXX XXXX actually is allowing refunds for those time frames instead of having to use the voucher so he was going to process it but it would take a bit. He wanted to read all the terms and conditions on ultimate rewards for those dates and all terms and conditions from XXXX XXXX and since he was so kind, I happily waited on the line for 4 and a half hours! He finally gets the entire refund of {$700.00} and XXXX points processed and I let him know the card was closed and he said it had to go to that card but he assured me that it would be an easy call to Chase to have them transfer the points and the cash from the closed account to my active account, but I just needed to wait the 15-30 minutes until the points went through. I received two emails showing the refund has been sent and so I called back like he said and this is where it gets even more frustrating and another two hours on the phone, no one can find the card because they say it's been " purged '' and no longer shows up in their system. They said I may have to talk to a supervisor so they put me on hold again for an hour and 42 minutes then hang up on me with no one ever calling me back. At this point, it was XXXX PM so I waited and called back this morning and, again, another hour long conversation and they said he can't find the form for me to fill out to transfer cash and points from a purged account to my current account and doesn't know what I can do. 

This has been an extremely exhaustingexperience and I do not understand how a company as large as Chase can have so many holes in their customer service. If I didn't go through the process of filing this complaint, do they really just keep people 's money that has been refunded and hold it hostage? It's a scary thing to think about because I'm sure people give up at this point with how difficult they make the entire process. Any help is greatly appreciatedto get this to the correct person who knows what they are doing and how to do it.