Consumer complaint received 2025-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year> we learned that our home and all of our personal belongings were destroyed in the XXXX XXXX that began on XX/XX/year>. 

On XX/XX/XXXX we visited a Chase Branch and spoke to the Branch Manager because we needed assistance with changing our address, a wire transfer and we wanted to inquire about whether or not Chase was doing anything to help fire victims. The branch manager was not aware of any programs that Chase was offering to help fire victims. We made this inquiry because we were told that XXXX XXXX cardholders were able to file claims for items that they purchased ( and subsequently lost in the fire ) within 120 days of the fire. 

On XX/XX/XXXX I contacted the Chase Sapphire Preferred Customer Service desk to inquire about any programs that they had to help support fire victims. I was told that they would consider offering cardholders no minimum payments and no late fees. 

On XX/XX/XXXX I discovered, by my own research, that my Chase Sapphire Preferred card Benefits program includes " Purchase Protection '' and that this benefit allowed me to be reimbursed for {$500.00} per item up to a total of {$50000.00} per year for purchases I made within 120 days of the fire. On the same day ( XX/XX/year> ) I initiated a " Purchase Protection '' Claim for all of the items I purchased using my Chase Sapphire Preferred Card within 120 days of the fire. 

After speaking with multiple Chase Card Benefits customer service agents regarding the functionality of the website claim process and after receiving multiple error messages on the ChaseCardBenefits.com website as I was working on adding documentation for my claim I contacted Chase Card Benefits Customer service and Chase Sapphire Executive Office on XX/XX/XXXX. The website functionality is not equipped to handle a claim of this nature ( documenting hundreds of itemized purchases ) and when speaking to a Chase Card Benefits Customer Service Representative they agreed that it wasn't designed for claims of this volume or nature and they suggested that I file multiple claims versus one that contained 393 purchases that needed to be itemized by each product / item that was purchased. As a result, I submitted the first claim on XX/XX/XXXX along with all of the supporting documentation ( itemized receipts, 4 monthly Chase Card Statements, a signed statement about the Fire Incident, our renter 's insurance policy, our renter 's insurance Declarations, our renter 's insurance claim settlement ). I then proceeded to open 2 additional claims to itemize and provide documentation for the remainder of the 393 purchases. During this process I continued to receive error messages on the website and I sent 3 emails to Chase Card Benefits Customer Service notifying them of the error messages and problems that I was experiencing with the Claims website. I never once received an email or call back in the 4 weeks since I began this claim process. I have documented all of the issues and shared screenshots in email to both Chase Sapphire Executive Office and Chase Card Benefits. A Chase Sapphire Executive Office liaison contacted me on XX/XX/XXXX stating that they would be looking into the problems that I've been experiencing with my " Purchase Protection '' claim. On XX/XX/XXXX I followed up with another email to the Chase Sapphire Executive Office liaison documenting the on-going problems ( website errors, requests to submit documentation that had already been submitted, contradictory guidance from different Chase Card Benefits Customer Service Agents etc. ). I also spoke to the Chase Sapphire Executive Office liaison on XX/XX/XXXX to update her with new information that I had received related to my Chase Card Benefits Purchase Protection Claim. I indicated that the 2nd and 3rd Claim that I had filed under the guidance of a customer service agent had been closed because they were " duplicates '' and that I was now being requested to create a " spreadsheet '' that contained every single purchase one of the 393 purchases with dates, amounts and item descriptions. This request was 100 % redundant and duplicative to the countless hours of work that I had already completed on the Chase Card Benefits website. She said that she would be looking into it and getting back in touch with me soon. I didn't hear back from the Chase Sapphire Executive Office liaison so I went ahead ( on XX/XX/XXXX ) and spent several more hours creating the spreadsheet that was requested only to find out that the Chase Card Benefits website doesn't allow for spreadsheets to be uploaded ( only PDFs and image files can be uploaded ). I once again called Chase Card Benefits Customer Service on XX/XX/XXXX with the hopes of speaking to someone that could guide me as to why a spreadsheet was needed when I had already provided the purchase itemizations and supporting documentation on the website and they suggested that I call back on XX/XX/XXXX and ask to speak with a Supervisor. I called back on XX/XX/XXXX and waited 20+ minutes to be transferred to a Supervisor. The call then dropped and no one called back. I called back again and was told that a Supervisor was going to be calling me within 30 minutes to speak to me about my Claim. The call never came. I called back 5 hrs later and asked to be connected to a Supervisor and after 20 minutes I was told that I would have to wait for a call back from a Supervisor at some time within the next 3 business days. 

The 393 purchases total over {$50000.00} ( the max limit for Purchase Protection ) and I have yet to be given any clarity on why the process has been so flawed, contradictory and complicated and when it will be resolved. I have provided 100 % of the documentation required and I have done so multiple times ( even though it had been provided on previous occasions ). The complete lack of expertise, professionalism, clarity and communication on behalf of Chase has been extremely troubling and has only added insult to what is already the worst emotional and financial injury we could imagine ... the loss of our home and all of our belongings in the XXXX XXXX.

Company response to consumer: Closed with monetary relief