Consumer complaint received 2026-05-25 00:00:00
Product: Credit 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: NJ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, NJ XXXX XXXX [ Date ] Consumer Financial Protection Bureau RE : Complaint Against JPMorgan Chase & Co. Misleading Trip Interruption Insurance Benefits To Whom It May Concern, I am filing this complaint against JPMorgan Chase regarding what I believe to be misleading and unfair administration of the Trip Cancellation and Interruption Insurance benefit associated with my XXXX XXXX XXXX XXXX. My family and I were scheduled to travel on XX/XX/year> from New York to XXXX on XXXX XXXX for a one-week family vacation in XXXX, XXXX. We had a prepaid XXXX reservation ( Reservation # XXXX ) for XXXX XXXX XXXX totaling C {$8500.00}, which was paid for in multiple installments using my Chase XXXX XXXX XXXX card. On the evening of XX/XX/year>, XXXX XXXX canceled our flight due to a labor strike. XXXX XXXX informed us that the earliest available rebooking was not until Tuesday, XX/XX/year>, which would have caused us to lose four nights of our prepaid lodging and a substantial portion of our trip. I also attempted to secure alternative flights with other airlines but no reasonable options were available. I submitted a claim under Chases Trip Cancellation and Interruption Insurance benefit because the policy specifically references coverage for interruptions caused by an organized strike affecting public transportation. In addition, Chases own website states that the benefit provides reimbursement for prepaid, unused and non-refundable travel expenses, such as plane tickets, hotel stays or cruise line reservations. Despite this language, my claim for the unused non-refundable lodging expenses was deemed ineligible. What is especially troubling is that I specifically contacted Chase customer service on XX/XX/year> at approximately XXXX XXXX and was verbally informed by a Chase representative that the hotel expenses would be covered because we were forced to miss over 20 % of our trip due to the strike interruption. I relied on these representations in understanding the scope of my coverage. I have been a loyal Chase customer for decades and have maintained this card for many years specifically because of the advertised travel protections. I have rarely, if ever, needed to utilize these benefits. It is deeply concerning that when faced with a true unforeseen event entirely outside my control, the coverage was denied for the very type of expense Chase explicitly advertises as protected. My concerns include : Potentially misleading advertising and representations regarding travel interruption coverage Failure to clearly disclose exclusions or limitations relating to airline strikes Inconsistent information provided by Chase representatives and claims administrators Reliance on verbal assurances from Chase customer service that contradicted the ultimate claim determination Lack of transparency regarding how the policy language was interpreted to deny the claim Failure to honor reasonable consumer expectations created by Chases own marketing materials I respectfully request that the CFPB investigate this matter and require Chase to : 1. Preserve and review all recorded calls related to my claim, especially the XX/XX/year> customer service call 2. Provide a detailed written explanation of the denial decision and the specific policy provisions relied upon 3. Reconsider reimbursement for the unused, non-refundable lodging expenses associated with the Air Canada strike disruption 4. Review whether Chases advertising and administration of these travel insurance benefits are misleading to consumers I believe many consumers choose premium travel credit cards specifically because of these advertised protections, and consumers deserve clear, transparent, and fair treatment when attempting to use those benefits. Thank you for your attention to this complaint. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation