Consumer complaint received 2024-05-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Greetings. I filed 3 claims with Chase XXXX  ( Trip Cancellation/Interruption ) on XXXX for flights I purchased using my Chase Sapphire Preferred. I submitted my claim as a request for them to cover the cost of my flight cancellations due to multiple earthquakes and high risk of volcanic eruptions in XXXX. This was considered a severe situation that the government of XXXX decided to evacuate its residents. I was hopeful that things would change and I tried to wait out as much as I could. However, the news kept getting worse and I no longer felt that it was safe to continue travel to XXXX. The claims website is very confusing and I struggled to get any information from it. My status online have been " Pending- Your claim is in the final review process. You will be notified of the final decision within 5 business days. '' for almost two months. They even closed one of the claims without letting me know the reason. I emailed them and asked why they closed the claim yet there has been no reply. I made multiple attempts try to contactthem by phone after my email attempt, but whenever I called to figure out what's going on, I'm being told something different pending on which representative I got that day. As a consumer, it is frustrating when they are providing inconsistent information. I submitted the documents that they asked for, but then they will continue to ask for the same document and then change to another document. 

Despite diligently submitting the required documentation multiple times over the course of 4 months, we faced numerous challenges. My claim was ultimately denied by XXXX stating " Seismic activity and/or geological events are not a Covered Loss and are not considered to be Weather ''. This decision left us incredulous. How could earthquakes and volcanoes eruption does not consider as Severe Weather? I have reviewed and attached Chase Sapphire Preferred Chase Guide to benefit on pg.31 and it states, " Severe Weather, which prevents a reasonable and prudent person from beginning or continuing on a Trip and occurs : 1 ) at the point of origin of the Trip prior to departure '' which is clearly apply to our situation. 

After many submissions, I am now feeling hopeless. I tried to do more research to find more information since I can not get a clear assistance from the representatives. Upon researching XXXX and complaints, I discovered a significant number of similar experiences shared by other dissatisfied customers. Platforms like XXXX XXXX XXXX XXXX, Consumer Financial Protection Bureau, and others echoed our frustrations. Notably, the XXXX XXXX XXXX has not accredited XXXX, and the company holds a dismal customer rating of 1 out of 5 stars on the XXXX  website. XXXXXXXX  reviews also reflect widespread dissatisfaction, with 87 % of the 189 reviews awarding only one star. found out that this is a common issue from many customers who filed for their travel insurance claim. This process is really confusing and long and it seems that most customers ended up giving up. I truly do not want to give up and would like to be provided the appropriate protection that Chase has promised its consumers. 

Common issues reported by reviewers include the repetitive request for the same documentation, leading to a frustrating and time-consuming process. Considering the multitude of online complaints, it raises some concerns about why Chase and other credit card companies continue to engage with XXXX despite these issues. Please help me get my claims. I just want to get the benefits of what my Chase Sapphire Preferred benefits that was advertised to me. My claim numbers are XXXX, XXXX, and XXXX. 

Thank you for your help.

Company response to consumer: Closed with explanation