Consumer complaint received 2018-08-01 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Chase offers Price Protection coverage. Upon submitting claims, the processor 's claims staff look for invented reasons to deny claims and use shifting reasons for denial such as : the words " Add to cart '' being cut off ; a copy of physical catalog which shows the available sizes and color inadequately showing which size was " selected, '' something impossible with a physical catalog ; the computer taskbar time not being legible despite the submission also showing XXXX 's stated time, date, and location when searching " time '' ( the claims staff state that only taskbar time is accepted despite that not being in the program terms and a system clock being easily edited compared to XXXX 's clock ). 

It appears that the processor exploits its discretion to invent reasons to request additional information from consumers. It knows that most consumers won't follow-up or can't capture the missing information because the competitive sale offering has already ended. Then after 60 days the claim can be denied for lack of the consumer following up timely to hide the nonsense reasons that led to the claim denial in the first instance. Effectively, this is a consumer fraud because the processor could detail all the information it requires in advance but instead relies on after-the-fact discretion. Further, the processor knows that there are finite pixels on a computer screen and there is only so much information a consumer can capture on a screenshot when webpages are designed for scrolling and information is not clearly requested in advance. Similarly, print catalogs only contain so much information. Ultimately, Chase offers a " benefit '' it knows it will not have to pay on. Chase intentionally uses a claims processor instead of an insurer so that the entity is not licensed by and accountable to any state insurance regulator. The insurance underwriter isnt processing the claims. CFPB is the only avenue for  consumers to get help. 

I spoke with customer service ( XXXX ), a supervisor ( XXXX ), and a manager ( XXXX ). The claims review staff argued many of these points with the manager who himself didnt seem to agree, but is obliged to yield to the XXXXlaims Examiner Management Team. 

I claimed claim numbers : XXXX ( {$7.00} - approved ), XXXX ( {$22.00}, increased to {$38.00} ), XXXX ( {$17.00} ), XXXX ( {$4.00}, increased to {$19.00} ), XXXX ( {$20.00} ), XXXX ( {$42.00} ). I will submit additional claims information if necessary. In total, accounting for increased claims, I claimed {$140.00} of which {$7.00} was approved. I request Chase be made to pay me the {$130.00} on these valid, unpaid claims. 

CFPB should investigate this program as it seems Im not the only consumer who has experienced nonsense reasons for denials and CFBP complaints have been filed by other Chase customers.

Company response to consumer: Closed with explanation