Consumer complaint received 2018-09-14
Company: JPMORGAN CHASE & CO.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
On XX/XX/2018 I submitted a claim under the extended warranty benefit on my XXXX XXXX card for a XXXX XXXX that was not charging. Per that claim I was emailed the following requirements : 1 )  Print and return your completed and signed claim form using your preferred method below : ONLINE. Upload the completed form by visiting XXXX EMAIL. Submit an electronic copy to XXXX MAIL. Make any necessary changes to the pre-filled information directly on the form and submit a copy to the address above. 
2 ) Include these documents with your claim form : For products with a purchase price under {$100.00}, please provide us with the following documentation : Copy of the cardholder 's monthly billing statement ( showing the last 4 digits of the account number ) demonstrating that the item was purchased on your eligible account credit card Copy of your itemized sales receipt Copy of the replacement receipt ( If your claim is approved, you will be reimbursed the original purchase price or the replacement cost, whichever is less ) For products with a purchase price over {$100.00}, please provide us with the following documentation : Copy of the cardholder 's monthly billing statement ( showing the last 4 digits of the account number ) demonstrating that the item was purchased on your eligible account credit card Copy of your itemized sales receipt ( If replacement is required, you will be eligible for reimbursement up to the original price or the current price of the item ) Copy of your manufacturer 's written U.S. warranty Copy of the repair estimate ; or if the item has already been repaired, a copy of the invoice ( If your claim is approved, you will be reimbursed up to the repair amount ) On XX/XX/XXXX I received a diagnostic over the phone by the manufacturer in which they determined the Charging Dock had gone bad, and they allowed me to buy the replacement part. I purchased the replacement part for {$54.00}. I received the part, and it did fix the issue, allowing my XXXX to charge again. 


On XX/XX/XXXX I submitted the required documents as outlined above : the billing statement showing the original purchase, a copy of the sales receipt from XXXX, a copy of the manufacturer 's warranty, and the receipt for {$54.00} on the replacement part, as well as the original claim document. 


On XX/XX/XXXX I received an email stating I needed to call back in for my claim. I called on XX/XX/XXXX and was told I needed a document showing the issue with the unit. I sent the email from XXXX outlining the replacement part needed, and my purchase of it on XX/XX/XXXX to Chase 's warranty program. 


On XX/XX/XXXX I received an email stating I needed to call back again. I called in on XX/XX/XXXX and now Chase is stating that they need a professional diagnostic of the broken part to prove it was broken since it was over {$100.00}. I explained that the replacement was only {$54.00}, so therefore under {$100.00}, and it seems to contradict their policy of what was required. I was informed that they would not honor my claim of {$54.00} unless I sent in the part to Chase, and I was required to pay the shipping. 


This is a clear UDAAP violation since the requirement clearly states that " if the item has already been repaired, a copy of the invoice '' is what is needed, which I have already delivered.

Company response to consumer: Closed with monetary relief