Consumer complaint received 2023-09-13
Company: JPMORGAN CHASE & CO.
State: MS
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XXXX, I filled a Trip Cancellation claim for {$15000.00} with Chase Card Benefit Services . Since that date, NO additional information was requested. I made numerous calls to inquire why it had not been paid. I was told that they were waiting on Chase to validate the charges. Note : I was on the line with Card Benefit Serves and a Chase Rep who validated the charges. Subsequently, I was told the Claim was submitted for final approval 3 time only to find out the claim was still pending. I aslo contaceted Chase Executive Office. They are looking into it and will advise. Also Below is a log of calls regarding this claim. 
XX/XX/XXXX submitted all documents required for for claim - XX/XX/XXXX No additional information requested via email or phone. 
Spoke with XXXX Spoke with XXXX XX/XX/XXXX XXXX called back because had to pick up child XXXX XXXX. XXXX submitted claim for payment. No additional information required. 
XX/XX/XXXX Sent email regarding payment XX/XX/XXXX XXXX XXXX e-mail reply- Thank you for your email. Your claim has been noted with the information provided. You should receive an update on your claim from the assigned examiner once the information has been reviewed. 
XX/XX/XXXX XXXX XXXX XXXX - Supervisor XXXX Validated charges with Chase while I was on the phone. Submitted claim for final approval. 
XXXX XXXX XXXX - Re submitting claim for final approval. Will create new claim for XXXX XXXX XXXX. 
XXXX XXXX - Disconnected- did not call back XXXX XXXX XXXX XXXX spoken to an examiner XXXX claim escalted on hole for XXXX min. Told XXXX claim submitted twice for final approval. 
XXXX Called Chase Execitve office XXXX XXXX said send email to XXXX with XXXX Supervisor XXXX called back -Missed call - She left msg to call back XXXX x XXXX XXXX XXXX XXXX Disconnected XXXX called back XXXX holding for over XXXX min for him to come back after asking me to hold. 
XXXX XXXX XXXX Told her I have been holding on other line for over XXXX still holding. 
XXXX XXXX answered after XXXX min from hold by XXXX. XXXX said claim needs date of travel. I responded that the cancellation document from XXXX shows XXXX  XX/XX/XXXX. Validated that no additional information requested after XX/XX/XXXX. XXXX will send XXXX note to call me. XXXX will check back on Sunday to confirm XXXX called. 
XXXX XXXX - Filing an escalation form. Should be contacted within 1 - 2 days. Not submitted for final approval - Pending XX/XX/XXXX XXXX called to see if XXXX returned call which she didn't. Submitted an expidite XX/XX/XXXX XXXX - Supervisor XXXX sent note to examiner XXXX to call XXXX XX/XX/XXXX XXXX Chase executive office -case # XXXX should assigned and hear by Wednesday. 
XX/XX/XXXX XXXX XXXX XXXX ) supervisor called ( XXXX ) - Voice mail- - reviewed file and will be sending email - Did Not Send XX/XX/XXXX XXXX XXXX Notes show claim submitted for final approval. 

XX/XX/XXXX XXXX from Chase Executive Office called to say he was assigned the claim XXXX x XXXX Reference Number : XXXX XX/XX/XXXX XXXX - contacted XXXX claims supervisor - XXXX said claim submitted to management for approval to release payment. I requested to speak to manager. XXXX said XXXX will look at it again tomorrow. I said that was not acceptable. I need to speak with someone who can release payment. Being transfered to XXXX. - Call disconnected - XXXX called back. 
XX/XX/XXXX XXXX with XXXX XXXX will followup. I requested the check be in the mail by tomorrow. 
XX/XX/XXXX XXXX - I checked to see who called from XXXX. No message left., He said it was XXXX XXXX XXXX was agent. 

XX/XX/XXXX XXXX from Chase Executive Office - I called to speak with XXXX- she connected me. 
XX/XX/XXXX XXXX XXXX Will advise when he find out something. I asked for him to request a manager call back.

Company response to consumer: Closed with explanation