I booked an award in October last year. The card I used has since been replaced, but not cancelled. 2 weeks ago I called to have the award and tax refunded. They asked for the original card number, which I have on an old statement. 3 calls, 2 emails and 2 weeks later I have not seen a mile or a penny!! Now, FB wants a signed and sealed letter from Chase stating that my card number was replaced, when and why. Of course that is totally unnecessary - they can refund to the old credit card number and Chase will take care of it. It has happened before with other frequent flyer accounts and has never been an issue. Anyway, I have written to Chase requesting such letter. Have you got any suggestions to expedite the procedure? Any way or person I should complain to?