Consumer complaint received 2023-02-16
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO. (GA)

This complaint is concerning my Chase Sapphire Reserve card benefits, specifically filing a claim through their Card Benefits Service. I originally filled a complaint with the CFPB on XX/XX/XXXX using the company name of XXXX XXXX XXXX instead of Chase. We reviewed your complaint and weren't able to forward it to the company for a response either because the company is not on our complaint system, or because we do not currently handle complaints about this product or issue. I saw through your database customers with similar situations to myself with more success filing the complaint under Chase. 

My wife and I have coverage through our Chase Sapphire Reserve credit card that covers both baggage delays and lost luggage. My wife and I are both on the credit card account. On XXXX  we flew from XXXX to XXXX on XXXX XXXX. We were two weeks into an approx eight week honeymoon and never saw our luggage since. We filed a claim with XXXX XXXX XXXX on XX/XX/XXXX and XXXX  This is the subsidiary that oversees the credit card travel benefits that come with our Chase Card. We have submitted over 50 documents as requested and called XXXX XXXX XXXX over 25 times over the last five months. This company continues to give us the runaround and our claim continues to be listed as 'pending. ' Despite multiple attempts, XXXX XXXX has not responded to our attempts or XXXX XXXX XXXX  requests for a 'common carrier settlement statement. ' XXXX XXXX XXXX representatives state over the phone ( most recently XX/XX/XXXX but many times before as well ) that because the common carrier has not provided this settlement statement after multiple attempts to acquire that they will review and move forward. In actuality, they email us a few weeks later and state they can not go forward without this common carrier settlement statement. This cycle then repeats when we call and follow up. As such, XXXX XXXX XXXX has kept our covered claim in limbo with no updates for months now. We have tried to fix the situation directly with XXXX XXXX XXXX over these 25+ phone calls as well as emails without any change. This business committed to providing trip insurance for lost and delayed baggage but has not done so. We are more than happy to provide all the primary documents that we submitted to XXXX XXXXXXXX XXXX, including receipts, credit card statements, email responses from XXXX XXXXXXXX XXXX Given the sheer number of documents, the attachments are copies of the main submissions to the airline and XXXX XXXX XXXX and a few examples of communication with both ( though more are available ). There is a screenshot of our online portal on the XXXX XXXX XXXX website showing the dates and details of everything we have submitted and perhaps you can guide us on any / particular files you need in addition for this complaint. We have been patient, but now find ourselves in a situation where we really need the funds from our claim and are quite desperate, having tried many avenues to see these claims move forward. Happy to provide any and all of the original documents seen in the attachment or further clarification.