Chase Ultimate Reward (Travel) points can take up to two statement cycles to reflect onto your account, and the Travel Specialist on their first day on the floor would have told you that if you called in. Jamie Dimon is a bit busy, and doesn't handle basic level customer concerns inside of one of the myriad of departments JP Morgan / Chase has.
And the above is IF you've met the criteria of the award offer. Seeing as this appears to be an offer via partnership between SWA and Chase, then you'd have to meet the criteria both organizations have set forth.
If you have met the criteria and at least two billing cycles have passed, then you would reach out to either companies escalations department, not the CEO's of the company.
I'm not questioning whether or not your concerns are legitimate, but I AM pointing out that you wouldn't drive east from Boston MA to get to Los Angeles CA. You're driving east and wondering how you ended up in the Boston Harbor. Take the correct route to resolve your issue, this is why routes exist.
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