Consumer complaint received 2023-11-07
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit 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 own Chase Sapphire Reserve card. One of the benefits for using Chase 's Reserve card is that travel insurance is included. I had a trip in XX/XX/XXXX and my return flight was canceled due to inclement weather. When I returned from my trip, I filed a claim with XXXX XXXXXXXX XXXX XXXX, for the days I had to extend my trip due to cancelation. XXXX is the XXXX party travel insurance provider that Chase uses. Fast forward to XX/XX/XXXX, and I have spent hours speaking with Chase Travel and XXXX regarding my claim and trying to resolve issues so I can be reimbursed. XXXX continues to request the same documentation that I have provided, will not confirm receiving documents when I resend them ( after they tell me they never received them ). Anyone I speak to on the phone I have to explain from the beginning what's going on with my claim, and I constantly get the run around. They tell me an examiner will review my claim and get back to me. I follow up after a couple weeks to start the endless loop again of them requesting the same documents, and giving me the same unhelpful information with no path forward. I have contacted Chase Travel several times, even speaking with a Supervisor, and everyone there agrees that I have provided all the appropriate documentation. In addition to all the hours I have spent on the phone, I have documented all my interactions with XXXX  and send them a recap via email ; I now have exchanged over XXXX emails with them over the past few months. According to XXXX, the main issue is that my original flight itinerary doesn't include the amount for the flight. When they contact the airline, XXXX XXXX, the credit card number and amount are different than the Chase credit card statement I have provided to them. And ultimately, they say they can't verify I used Reserve card to book my flight. I have talked to Chase, and worked with them to craft an email to XXXX  about what happened. XXXX said they would set up a conference call with Chase to verify. The conference call never happened, and XXXX keeps contacting the airline and won't contact Chase. 

Here 's a breakdown of what happened and this was sent to XXXX : - XX/XX/XXXX I booked a flight from XXXX to XXXX and a return flight from XXXX to XXXX. I used Chase reserve card. The cost of the trip was {$530.00}. I ended up changing my return flight, and it was less than what I originally paid. I received an approx. {$300.00} credit from Chase. 
- XX/XX/XXXX, I called Chase Travel to use my {$300.00} credit and pay the difference for a flight from XXXX  to XXXX XXXX and a return flight from XXXX XXXX to XXXX  ( this is the trip where my return flight was canceled due to inclement weather ). I owed {$240.00} after my credit was applied. I used Reserve card ending in XXXX to pay the difference. And that credit card statement showing {$240.00} is what I have submitted to XXXX, along with a detailed explanation of what happened. 
- Chase Travel used a one time payment card ending in XXXX to book my flight with XXXX ( for New York trip ). The XXXX XXXX Supervisor I spoke to in XX/XX/XXXX says the XXXX time payment card is used to ensure customer privacy. 
- My return flight from XXXX XXXX to XXXX  on XX/XX/XXXX was canceled due to weather. I called Chase Travel to rebook. 

I told XXXX that if they speak to XXXX, they will say the card # ends in XXXX and the total amount is {$770.00} ( cost of both trips above ). I told them Chase used a one time payment card and this is not a card I own. I asked them to call Chase, and gave them the amount paid for each trip and the last XXXX of the one time payment card Chase Travel used. I also provided XXXX locator #, XXXX XXXX # and Payment Header ID that a Chase Supervisor said XXXX should be able to use to verify that I used the Reserve card to book my flight. 

As of right now, I am stuck in a constant loop with XXXX  with no resolution in sight. I can't get anyone there to contact Chase Travel. They said they reached out to them via email but are unable to include me on the thread. Chase Travel said they can't contact XXXX.

Company response to consumer: Closed with monetary relief