Consumer complaint received 2022-11-19
Company: JPMORGAN CHASE & CO.
State: DC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I pay {$550.00} annually for a Chase XXXX XXXX credit card. In XXXX of XXXX, I experienced a 3-day weather-related travel delay. My credit card advertises coverage for such delays, with support from the third party XXXX I called Chase 's customer service line immediately when the delay occurred, to confirm which charges would qualify under their travel reimbursement policy. I was told that they would reimburse up to {$500.00} per traveler, including me as the cardholder and my travel companion, regardless of the nature of our relationship ( our relationship is platonic ). During the three days of delay, we incurred essential costs of approximately {$1100.00} USD ( {$600.00} for lodging, {$410.00} for food and {$58.00} for local travel ). 

We returned home on XX/XX/XXXX. On XX/XX/XXXX, I submitted receipts to the XXXX  line and filed a claim for the maximum amount of {$1000.00} for two travelers. Over the course of the past seven months, I have experienced various challenges collecting my reimbursement : 1 ) I have followed up with the XXXX by phone and email multiple times to check the status of my claim- each time, I've reached a different claims examiner and have re-explained my claim ; 2 ) The various examiners have provided inconsistent information on the requirements of their travel companion policy ; initially I was told that my travel companion could be a friend, then I was told that they must be a roommate, then I was told they must be a spouse or child ; 3 ) multiple times, examiners assured me they would investigate the information I was provided at the time of the delay ( they record all calls ), but they never communicated back about any progress or findings ; 4 ) I was told that any charges for food could be verified through my credit card statement and would not require copies of paper receipts, yet I received multiple email requests for food receipts. When I submitted the food receipts, they requested clearer copies, citing that as the reason for the delay of my reimbursement. Ultimately, I suggested that they could reimburse me for whatever amount they wanted. 

Today I checked my account and found that my account has been closed, with {$0.00} of reimbursement for my claim and no notification to me. When I called their customer service line, I was told that the claim was closed by accident. They offered to re-open my claim but again told me that I must re-submit clearer food receipts. I informed the claim examiner that I planned to file a report with the XXXX XXXX XXXX, and she offered to reimburse me {$500.00} ( half of my claim ). I asked for a copy of the record of my emails and calls with their company so I could include it in my report, and asked to be transferred to someone who could take my feedback about the customer experience. My call was dropped. When I called back, I was told that nobody was available to receive a complaint today. They offered to take my number and have someone call me next Monday, which I declined. 

I want to raise this for your awareness, because I don't want anyone else to be subjected to the same treatment and delays for benefits that they paid for through their credit card. I saw online that this company wears down customers with never-ending requests and delays so that they become so fatigued and eventually drop their claims. If this is true, they should be held accountable. I know that there are many people who would not have the time or resources to follow up as much as I have, and who may be in greater financial trouble if they do not receive a timely reimbursement. 

I contacted Chase XXXX customer service today and spoke with XXXX. He did not offer to take any follow-up action or compensate me for the annual fee, even though I wasnt able to utilize the benefits as advertised. I have paid for this card from XXXX through XXXX of XXXX. If I cancel the card now, Chase will not reimburse even partial fees. 

I know that XXXX has created a massive backlog in claims due to travel disruptions. I believe I have been reasonable, patient, and sympathetic for seven months, but this has been a growing source of stress. To be fair, every XXXX employee I spoke with has been polite and apologetic- but they all assured me they would resolve the matter and it still has never happened.

Company response to consumer: Closed with explanation