Hello. We are US residents who were booked on flight LH 572 on 21 August FRA-JNB. The flight did not depart until 13+ hours later. We were given hotel and meal, but I Iost money for my hotel, rental car, first night safari stay, etc. in South Africa. Fellow pax onboard told me to file an EU compensation claim (as they were doibg, with a private agency), and I filed one. In addition, I contacted my credit card company, which provides the benefit of trip delay insurance

Two problems:

1. The EUClaim.con company or whatever it is called replied to me and said their records showed there was no delay--this, after I sent them copies of our old, and then, re-issued boarding passes! Obviously, this does not inspire confidence in dealing with their firm, that they should have no record of the delay. They insisted that I must have missed my flight or whatever, as, according to their records, "the flight departed on schedule".

2. My Chase Reserve credit card trip insurer says that I need to obtain an official Statement of Delay from the airline. All I can say is, good luck in getting that. No communication was giveb out at the time of delay, other than a vague statement of "
mechanical issue".

Any idea of how I can resolve this, and if there is a recommended EU claim agency, as well as obtaining some kind of delay statement?

I did have the presence of mind to screen shot the FlightStats page showing the delay.

Thank you.