Consumer complaint received 2019-08-12
Company: JPMORGAN CHASE & CO.
State: OH
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/XXXX my cell phone was damaged while on a trip to XXXX XXXX. When I returned to the US, I went to the XXXX to submit a claim for my cell phone. MasterCard added a group of benefits earlier in the year to all XXXX XXXX cardholders and I had already taken advantage of the free ID Alert which was added as part of the upgraded benefits. 

When I tried to file a claim on MasterCard 's website it would not recognize my number and I had to call an 800 number. I called MasterCard on XX/XX/XXXX and they informed me that Chase handles the administration of the claims. 

On XX/XX/XXXX at around XXXX I called the Chase number and spoke to a representative that I wanted to file a cell phone claim. She told me that my account did not show that I had that coverage. I explained that I had seen the benefit on the MasterCard website and it was available to all XXXX XXXX   cardholders which I am. She offered to call MasterCard for me and see if she could find out why my card was not being recognized as having that benefit. Unfortunately the representative transferred me instead of calling and after a total of 21 minutes of being on the phone I hung up. 

On XX/XX/XXXX I called the same number XXXX XXXX XXXX XXXX and asked to speak with a supervisor. I explained my expectation around having the coverage that XXXX XXXX cards have and walked him through the MasterCard Website where he was able to view the benefit information that I was viewing. He was unable to understand why I wasn't able to get the benefits either as he confirmed I have a XXXX XXXX card. She created a customer ticket and sent it to the review desk for further explanation/clarification. 

On Thursday XX/XX/XXXX, I received a call from XXXX and XXXX from Chase Card Services called and left me a message that he reached out to the benefits administrator does service my card and they should be able to help me file my claim. He asked me to call XXXX to file the claim. He did not leave a number to call him back directly. And the number he called me from is disconnected. 

Upon calling the number he instructed me to call later that day, they said they don't do the claims at that number and transferred me to another number and they said they would forward to a supervisor. 

On XX/XX/XXXX at XXXX I received a voicemail from the supervisor that I do not have the benefits. 

Here is my overall issue with this. 

I have a Presidential Plus Card which is a " grandfathered card '' and getting up to date information is difficult to find and the printed benefits guide for the card always directs me to a different card on the Chase website. The current info on the website is NOT FOR A MASTERCARD rather a Visa. So knowing what benefits I actually have is very difficult to confirm. 

There are quite a few articles added on prominent reward/news sites indicating that XXXX XXXX cardholders receive this benefit. 

XXXX XXXX XXXX XXXX XXXX XXXX Info on MasterCard Cell Phone Coverage from MasterCard Website : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX They are in the process of switching it to a Visa card. All MasterCard related information has been removed : XXXX XXXX XXXX

Company response to consumer: Closed with explanation