Consumer complaint received 2020-07-15
Company: JPMORGAN CHASE & CO.
State: OR
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:
Re : JP Morgan/Chase Credit Card Services Chase Sapphire Preferred Card I am in legal and legitimate possession of a CHASE SAPPHIRE PREFERRED Credit Card. In XX/XX/XXXX I planned and booked a two-night stay ( XX/XX/XXXX) at a hotel located in XXXX XXXX XXXX XXXX XXXX. I agreed the booking would be non-refundable as my wife and I were scheduled to take a cruise departing XX/XX/XXXX XXXX from XXXX ). 
On or about XX/XX/XXXX, it became widely publicized in the press that the XXXX XXXX XXXX XXXX XXXX would close their borders to all non-essential travel starting on or about XX/XX/XXXX for an indeterminate amount of time due to the COVID 19 outbreak. Travel providers were advising all trips scheduled for at least 90 days must be rescheduled. When I learned of this, I cancelled all my XXXX travel plans. Fortunately, the airline and cruise providers were understanding and made the appropriate changes. Unfortunately, the hotel in XXXX refused to reimburse my payment. 
I notified Chase Card Services ( via an on-line web form XX/XX/XXXX ) of the hotel cancellation and requested reimbursement under the Chase Sapphire Card Travel Benefit. After several days of no response I contacted them again. 
I was notified the request had been denied for the following reason : Cancelling due to the threat of contracting a virus or illness is not eligible for coverage. 
I responded I did not cancel the trip except for the XXXX closure, and thus, in effect, the airline and the cruise line cancelled my trip. I re-submitted my request hoping that it may have only been a need to clarify the reason. 
On XX/XX/XXXX, a Chase Sapphire Card representative provided this response : If a travel supplier cancels for you to be eligible under your benefit they would have to cancel for severe weather or a strike affecting public transportation. 
I pointed out the reason they gave was in the Trip Interruption section, NOT the Trip Cancellation section and responded the trip was not Interrupted but Cancelled due to international restrictions on non-essential travel ( as it related to the COVID 19 outbreak ). 
I then appealed their decision and received the following reply from Chase : We have completed our reconsideration of your claim under the Trip Cancellation/Interruption benefit. We regret that we can not process a payment for your claim. Your claim does not qualify for this benefit because : Government travel restrictions resulting in the cancellation of the scheduled cruise is not a covered loss under your Trip Cancellation/Interruption Benefit. Please refer to the Covered Losses section in your Guide to Benefits for confirmation that this incident does not meet the criteria. 
I asked for clarification as to where this clause resides in the Trip Cancellation Terms and Conditions but did not receive a reply. I again appealed the decision, this time through a telephone conversation placed with Chases Customer Service Department XXXX XXXX XXXX XXXX XXXX ). 
Their response this time was the benefit had been denied because the cancelled trip was due to an epidemic or pandemic. 
I made the point that their terms and conditions do not specifically state the Cancellation benefit is not paid for an epidemic or pandemic. ( See attached Benefits Guide ). I spoke with XXXX at Chase XXXX XXXX XXXX XXXX XXXX ) on XX/XX/XXXX. She again reiterated the cancelled charge was caused by a pandemic, therefore not reimbursable and their decision was final.

Company response to consumer: Closed with explanation