Consumer complaint received 2017-09-27
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: Add-on products and services

Complaint:
Dear CFPB I would like to launch a formal complaint against Chase Credit Card Services. I own two Chase Credit Card Products, the XXXX Mileage Plus Credit Card and the XXXX Visa Signature.  Both come with an annual fee and both come with additional benefits including price protection and purchase protection. 

On XX/XX/XXXX, I ordered a product with my XXXX Visa card in the amount of XXXX dollars. It did not work. Pursuant to the benefits of the card, I filed a claim for reimbursement of the product with Chase which was sent to their third-party benefits administrator. I uploaded all the information requested which included a copy of my chase bill and a copy of the receipt, this was done on XX/XX/XXXX, within the 90 days the products are guarantee. 

On XX/XX/XXXX, I receive an email from XXXX ( case ID XXXX ), Chases claims manager, where they requested that I send them a copy of the purchase receipt. I checked the claim status and it showed my receipt was already uploaded. But I replied attaching the receipt. On XX/XX/XXXX that emailed me again asking for credit card receipt. That was also in my submission so I replied asking them what was wrong with the copy of the receipt that I had submitted I received no response. I followed up a second time on XX/XX/XXXX and still continued to receive no response. I sent a last email to them on XX/XX/XXXX, indicating I would elevate this complaint to Chase as they were unresponsive for over a month XXXX continued to ignore my follow-up. 

That is the point where I reached out to Chase ( on XX/XX/XXXX ). Chase is the owner of the product the XXXX Visa Signature Card. Chase collects my annual fee, Chase advertised this product and advertises the benefits of the product. Ultimately, Chase is accountable for the delivery of the services that come with the Card. I asked that Chase communicate with their vendor XXXX and have them follow-up with me on my claim. Chase responded that it will not do that on behalf of its client and sent me back to communicate with the benefits administrator. I told Chase, I pay an annual fee for this card and its benefits. If Chase is unwilling to speak with its vendor and I am not getting the benefits I paid for, then I want a refund of my annual fee. Chase declined this request as well. 

This answer is unacceptable. Chase has a responsibility to ensure that the benefits I receive with my card are processed. If Chase is unable to ensure that the benefits I pay to receive with my card are respected, and is unwilling to require the benefits administrators they engage respond to clients, then it is beyond reasonable for me expect a refund of my annual fee for the year. I believe this is a basic request and that Chase is ultimately accountable and can not simply pass the blame to someone else. Chase has also indicated that would no longer reply to follow-up on this matter as they made their position clear that they will not contact their third-party administrators for not doing their job this is also unacceptable. 

I hope the CFPB will agree that Chases behavior is unacceptable, that they are responsible for the product they sell and they are expected to intervene when their vendors do not meet expectations. 

I have attached the first email confirming the claim, and the email ( with my response and the attachment noted below ) of their initial request of the receipt. I have also attached the last message from Chase where they said they would not assist and that this was essentially my problem to deal.

Company response to consumer: Closed with explanation