Scam? Problems redeeming Chase Ultimate Reward Points for Apple Store Purchase

Chase Ultimate Rewards is offering discounts at the Apple store, but only if you pay by redeeming points through Chase. I am trying to purchase an iPhone by redeeming my points. Is anyone else having issues/error when trying to complete the purchase? We have talked (endlessly) with Chase (no less than 15 people/departments) but no one can help. We even received a letter saying they were sorry that no one could help. Their only solution was to purchase out right then repay yourself with the points. I want the discount that is being offered!! Is this a scam? Chase offers discounts at the Apple store only if you redeem points, but then won't let you actually process the transaction so you can't get the discount. Does anyone have a solution?

I did see a past post on here from last year, but it is closed out and information has been edited out.