Originally Posted by
NYCFlyer10001
I have also been slow-jerked by Card Benefit Services on a Trip Delay claim from late January. Today I received the exact same form letter demanding the exact same information I have sent them two times now. After the 2nd copy of the form letter showed up, I responded asking them to tell me exactly what deficiency they found in the documentation, and got a response that they were escalating my claim and I would receive a response in 5 business days.
12 business days later, I get the exact same form letter asking for the same documents they've already sent me (and I've already sent them) twice. This makes three copies of the same letter asking for the same documentation. Unbelievable.
Tomorrow I plan on calling Chase and throwing a fit to force a human to look at this, because for the amount of money we pay for this card, I expect service people who actually do what they say they're going to.
Welcome to the Club. I have made some notes about the process. Do not call in, they are morons. Upload everything, do not email a rep docs. Every time you call in a talk to a different rep they are just essentially giving you their opinion of how they think your claim will be handled by the senior examiner, it is nothing of consequence. If you could get on the phone with one of the senior level claims processor, that may help. Also, do not call chase. I called and explained that I had been asked for duplicate info and that I had been asked for receipts under $50 for food multiple times after multiple uploads of the same info. They said there's simply nothing they can do, I told them I would like for my AF to be waived and she said "no one in my building" has that kind of authority.