Consumer complaint received 2021-12-23
Company: JPMORGAN CHASE & CO.
State: CT
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:
RE : CHASE SAPPHIRE ACCT XXXX XXXX XXXX XXXX XXXX : I believe Chase is clearly inventing eligibility requirements to avoid providing credit for an out-of-pocket expense incurred because a card benefit was denied. 

RESOLUTION : Credit for out-of-pocket expense incurred ( {$95.00} ) and apology direct from XXXX XXXX to acknowledge the awful customer service and repeated abuse from their personnel, causing me much XXXX and wasting of many hours of time, as well as to actually take responsibility for the denied benefit they owed me. In particular, I believe they are falsifying claims of XXXX XXXX terms and should also be held accountable for the intentional deceit of a consumer and customer. Ideally, my full annual fee should be refunded. 

DETAILED HISTORY : On Sat, XX/XX/21, expected to feed XXXX  with XXXX XXXX XXXX at XXXX XXXX based on Chase Sapphire XXXX XXXXt, which would have given us {$110.00} food and beverage credit. Was denied access to terminal with XXXX and was therefore forced to find other restaurant and spend {$95.00} out of pocket, which was charged to first card I had at my disposal, which was NOT the Chase Sapphire XXXX. I mentioned several times would be happy to provide the receipt, which they did not request. 

On XX/XX/21, I contacted Chase to make them aware of this and request credit for the {$95.00} out-of-pocket expense since I was denied the benefit. The phone XXXX ( XXXX XXXX claimed a credit would only be given if a Chase card was used, which was not the case here. I mentioned I had no choice at the time and certainly would have used a Chase card ( have several ), but was in an unexpected bind and had to feed XXXX. She said she would see if she could find another path ( like refunding some of annual fee ), but said she could figure out no way to issue a credit. I requested an escalation for my credit request, which she submitted. 

A response letter was received XX/XX/21 ( dated XX/XX/21 ), which again denied the request stating " In order to be eligible for the Priority Pass Lounge credit you need to use your Chase Sapphire XXXX XXXX. Since the charge was made using a different card, we are unable to honor the credit. '' I do not believe this was ever stipulated in any terms and they were simply fabricating a response instead of taking responsibility for a benefit I was supposed to receive ( and pay a very high annual fee for ), but never did and had to pay out of pocket. 

On XX/XX/21 ( XXXX am EST ), I contacted Chase to them I did not believe they were stating a valid term of the agreement and asked for them to point out where in the agreement ( that existed prior to the date of my initial escalation ) this is stated. I made clear if they could simply do this, I will immediately drop the escalation, but if not, will appreciate them taking responsibility and issuing the credit as originally requested. The XXXX XXXX XXXX, XXXX? ) said I needed to talk to a supervisor so I requested that. 

After an extensive wait, I was connected with a XXXX ( XXXX, XXXX? ) to explain the basis for their denial in the XXXX XXXX. XXXX said I must have the XXXX in front of me to review benefits together. I told her I did not have it immediately handy and Chase does not make available electronically, but will appreciate her simply identifying the section and/or page number in the agreement, or better yet, read the applicable language to me. She adamantly refused to review ANYTHING about the XXXX without it in front of both of us. She even admitted she ALSO did not have access to the document so I asked how she could possibly review with me even if I did have it in front of me. She had no explanation after being caught in what seemed to be a lie. So I said I want to confirm you are specifically denying to review any information in the Agreement ( reminded it was a recorded line ) ... and at that point XXXX HUNG UP ON ME ( after spending over half an hour on the phone for this ). NOTE : at no time was I belligerent or abusive in my interaction to warrant being hung up on. 

After doing some digging in files, I was able to locate the Agreement so I called back ( XX/XX/21, XXXX pm EST ) to again attempt to get the explanation and agreement terms they kept claiming existed. I again repeated the request and asked if the immediate XXXX ( XXXX ) could explain the terms in question in the Agreement. She again wanted to escalate me to a XXXX so after a very long wait on hold, I was connected with XXXX XXXX. XXXX essentially asked me to start from the beginning so I started to explain the scenario and about a minute in, XXXX HUNG UP ON ME without so much as a word or even response. NOTE : again, at no time was I belligerent or abusive in my interaction to warrant being hung up on. This time, I did not even get the chance to engage in a discussion.

Company response to consumer: Closed with explanation