Consumer complaint received 2019-04-04
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Claim # XXXX On XX/XX/2019 my XXXX XXXX XXXX son was diagnosed with XXXX. The pediatrician would not allow him to fly for a planned vacation on XX/XX/2019. Cancelled trip insurance claim was placed/notified with Chase Card Services on or about XX/XX/2019. The required information seemed to be straightforward : 1 ) Letter from physician explaining sickness 2 ) Documentation received from airlines showing trip was cancelled ( ticket purchased said non-refundable/no credits etc. 3 ) Documentation showing that points from Ultimate Rewards Account were debited. 

On XX/XX/XXXX, letter was received from Chase Card Services indicating that additional and/or different documentation was needed. A " special '' form for the physician was provided on XX/XX/XXXX. It was also requested that a narrative from XXXX XXXX indicating that my non-refundable/non-creditable/non-issuable ticket was in fact non-refundable/non-creditable/non-issuable. In addition, they requested a statement of Ultimate Rewards Points which was redeemed clearly showing that it was for our specific flight ALONG with the statement demonstrating the last 4 digits of my credit card number. First, the ticket purchase was made with points not a credit card. Fine, I called the Chase Customer Service and they said they did not believe this was available. Then transferred to the benefits department and again they said this was not available. Knowing all this, how is a consumer supposed to file a claim knowing that the arrangement with Visa requires this documentation to file a claim??? 

On XX/XX/2019, I resubmitted as much of the documentation and in the format that I believed Card Services required. This included a new physician statement brought back from the doctor 's office on the " OFFICIAL '' form for trip cancellation/doctors narrative. Secondly, a response from XXXX XXXX on their official letterhead that my ticket was in fact non-refundable/non-creditable. A printout of my email from Ultimate RewardsXXXX XXXX showing that my flight was indeed cancelled and the corresponding points redeemed for said flight. In addition, a printout of the screen from my Ultimate Rewards activity showing a redemption for said flight. 

On XX/XX/2019, I called Chase Card Services to find out the status of my claim. Representative XXXX XXXX?? said that the examiner could not read my PDF files and said this happens many times. Also, they still wanted a statement with the last 4 digits of my credit card number with the points redeemed. I once again explained that this was not available. She recommended emailing the documents this time AND calling Chase Card Services to get the statement with the last 4 digits and points redemeption. 

The same day I called Chase Card Services again spoke with XXXX and she basically said that she could try to help. She could pass me to XXXX Services but they have nothing to do with Visa 's requirements ... Excuse me I said. You have a relationship with Visa, and you know that if a consumer has to submit a claim you have made it essentially impossible without this documentation? A redemption of points statement with the last 4 digits of a credit card number? 

Enough is enough. Documentation which is not available to file a claim. Uninformed representatives throughout the food chain AND a very inefficient system of submitting documents screams of impropriety or shall we dare say onerous/fraudulent processes..

Company response to consumer: Closed with explanation