Consumer complaint received 2020-10-05
Company: JPMORGAN CHASE & CO.
State: NY
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:
I purchased an adaptor piece for a drain ( {$83.00} ) in my apartment that was the incorrect size. Since the part was a special order piece, it did not qualify for the store 's return policy to accept it back. As a result, I filed a claim with JPMorgan 's Card Benefit Services division under their return protection benefit. After filing the claim, I was instructed to ship the item to the benefit administrator, which I did ( my approximate cost {$18.00} ). After a couple of weeks, I logged in to see the status of the claim and it said " Resolved '' and " Closed. '' I called the 800 number for the benefits administrator and they advised that the claim was in fact still open and was being evaluated. Another week passed and the same occurred. Then I received a package in the mail with the adaptor piece sent back to me. I called in and was told that the claim was still " open '' and was " being evaluated. '' Then I received an email on XX/XX/20 that said I needed to call the benefits administrator for an update on my claim. I called today and was informed my claim was denied because it is excluded per their Terms and Conditions. The representative ( and Supervisor ) pointed me to their site ( https : //www.chase.com/card-benefits/benefit-details/Sapphire_Reserve/sapphire-return-protection-250 ) and specifically said the claim was denied because " Seasonal items and objects which are intended to become part of real estate such as garage doors and ceiling fans '' are excluded. Then they went on to say that " real estate '' includes anything you connect to your home, but in the same breath told me that refrigerators, washing machines, and small appliances are all ELIGIBLE COVERED products. This piece is not a capital improvement to my home, I paid sales tax on the item, and is something that will come with me when I leave the apartment ( had it been the right size part ). I feel that these terms are deceptive and are not reasonably understood to mean that my item is not eligible because it is considered " real estate. '' It has no resemblance to a ceiling fan or a garage door, per the terms and conditions. The supervisor ( XXXX ) informed me that there was nothing he could do. He also informed me that " upper management '' reviewed this claim and agreed that this item meets the exclusion criteria. Lastly, I was told that because the claim was denied, they would be willing to reimburse my shipping cost out to them, but I needed to provide a receipt showing my cost of shipping, for which I do not have. It doesnt seem reasonable for me to know, nor is this process anywhere published on their site or in the claims submission journey, that in the event of a declined claim, I could obtain a refund on my shipping costs and I should retain my receipt. The whole benefit feels like a scam, and has been a complete waste of time. At this point, I am out {$83.00} for the part, as well as another {$18.00} for shipping costs that are not reimbursable as I dont have the receipt for shipping.

Company response to consumer: Closed with monetary relief