Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5902088

Complaint Overview

Complaint ID: 5902088

Company: Jpmorgan Chase & Co.

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Other problem

State: California

ZIP Code: 95841

Date Received: 2022-08-21T12:00:00-05:00

Date Sent to Company: 2022-08-21T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I filed a claim with Chase Bank to make use of my trip delay reimbursement credit card benefit and it still as not been processed due to miscommunication, lack of transparency, and inability to get my questions answered. Back in XX/XX/XXXX, I purchased a flight using the Chase travel portal with both cash and my points, and the flight was cancelled ( reason not provided/identified in cancellation email sent to me ) and delayed for 12+ hours. As a result, the trip delay reimbursement insurance ( up to {$500.00} ) benefit provided by my Chase Sapphire preferred card was supposed to cover the costs associated with this inconvenience. So, I booked a hotel for the night and purchased food all which amounted to less than the {$500.00} maximum reimbursable amount making this claim an easy one to file. I went to the benefits website, filed my claim on XX/XX/XXXX for this delay, which occurred on XX/XX/XXXX, and this still as not been processed. I have called the claims line each month since ( sometimes 2-3X each month ), and have received different information each time telling me what is needed to file this claim. I have complained to Chase about my issues, and they noted that they use a third party for this service so there is not much they can do, which is not appropriate as they pay these individuals for a vendor service and remain responsible for the reputational risk on behalf of the bank itself. During this process over the last eight months, I uploaded various documents multiple times now, after doing so the first time, and no one can tell me why this information is still needed or what else might be needed. I have been promised that someone will contact me within a certain number of days ( never happens ), twice I was told my claim was closed ( including today ), one I was told the claim was filed too long ago so there is nothing they can do, etc. The inconsistency and miscommunication has caused this claim to be outstanding for a ridiculous amount of time and has caused me to not fully pay off my credit card bill each month in the off chance that I finally receive {$500.00} on my credit line that is very overdue. As a result, this also means that I am paying more in interest each month by carrying a balance so I do not have negative credit if I were to FINALLY receive what I deserve. Also, I have contacted Chase multiple times about the issues I am having and no one is able to assist me. I have talked to supervisors, elevated my complaint, even filed a dispute for the airline charge to see if someone can get me something back for this problem, and was told that also could not be done because the flight was purchased too long ago. At this point, I am not sure what else to do or who else to reach out to.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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