Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ***** card benefit services to file a claim for lost/ stolen iPhone. They assured that would assist me with replacing my device in a quick and easy process. It has now been several months and I am continously getting the run around. *************** offers a special insurance for this type of claim. My phone is missing and I need a new one. I filed a police report and send in the required documents months ago. ***** continues to request documents that are in existence. I have done everything I can do to satisfy this claim. I am hoping the BBB can help assist with my claim process, so that I can move on with my life. I'm a valued client and all of my payments have been made on time.

  Business response

  01/22/2025

  Please find the attached letter as a response to the filed complaint. 

  Thank you for directing this matter to our attention. We apologize for any frustration the claims process may have caused the consumer. 
  
  The consumer filed a Purchase Protection benefit claim 0010128169-001 on August 16, 2024, for an Apple iPhone. In the original proximate cause of loss, the cardholder stated that he forgot that he left the iPhone on top of his car and noticed that the phone was missing. The consumer further stated that he noticed that an object fell off the car while he was on the interstate, which was probably his phone. The cardholder also provided a copy of a police report with a different description of loss, stating that he had the iPhone at the park, and it had fallen out somewhere to where someone took it. Both description of losses confirm that the consumer was unaware of the exact location of the iPhone, which is considered a lost item, and the claim was denied for lost items not covered. 
  
  The Purchase Protection benefit protects against theft of, damage to, or involuntary and accidental parting with new retail purchases within one hundred twenty (120) days from the date of purchase. Under Whats Not Covered of the Purchase Protection Guide to Benefits it states the Purchase Protection benefit does not cover items that are lost. 
  
  The consumer filed an Appeal, and a request was sent to the consumer for additional documentation. To continue the review of the appeal we will require a complete copy of the most recent police report provided to include the narrative of what happened to the claimed iPhone, as well as clarification as to why the two incident descriptions provided do not coincide with each other. 
  
  We truly apologize that we are unable to resolve the claim currently. However, once the requested information and documentation has been received, we can continue to review the appeal filed. If the customer has any additional questions or concerns, the ***************** may be reached at **************.  
  
  Sincerely, 
  
  Card Benefit Services
  

  
  

  Customer response

  01/23/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  The business did provide accurate information. My mobile phone was first reported as lost. But after learning that someone was using my device to make calls, attempting to use my banking apps and resetting my device to use as their personal device. It was now determined that my device was now considered stolen. This prompted me to file a police report. I did file 2 separate reports of which the first was for a lost device and the second for stolen being that someone had retrieved the device and fraudulent tried to hack and access my personal data. I did also file a claim with my phone carrier, which they blocked the blocked the device from being used by another party. The serial number in the device was also listed as stolen. This information was forwarded to the police department to confirm that I did report the device as stolen. This is solely why I filed an appeal with the business. ***** has requested that I furnish them with a second police report. The police department stated that they can not reissue a voided report due to their policies. And that the stolen report is the only legal report available now that the phone carrier confirmed with them that the device was hacked and is now considered stolen and blocked from any further use. The first police report is now void and can't be used for any further claims. I am hoping that ***** will quickly reevaluate my appeal and approve this claim. I am without my new iPhone and this claim has been ongoing for 6 months. If ***** needs to verify this information they should contact the police precinct where the report was filed or contact AT&T fraud department. The serial number on my iPhone should be used to confirm the device was stolen. I hope this information was helpful and that this claim be paid and I can get a new iPhone and get on with my life. Thank you!
  
  Regards,
  
  *. *****
  
  
  
  

  
  

  Business response

  01/31/2025

  Please find the attached letter as a response to the filed complaint. 

  Business response

  02/10/2025

  Attached is the letter submitted on 1/31/25. We received a letter dated 1/31/25 stating that the file attached could not be opened. This is a resubmit of the document in a word document. Thank you. 

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 29 June 2024 I rented a car in ******* and my father and I took turns driving as we had just arrived via an overnight flight and were both tired. Unfortunately he fell asleep at the wheel and we hit side of a shuttle bus, totaling our rental car and damaging the shuttle bus. I filed the claim the same day as I had rented the car via my ****************** Despite sending in all required documents, mostly in July and August, there is still no resolution of the case. Furthermore I cannot directly contact my claims officer despite multiple attempts; instead I have just received letters requesting documents which I already submitted. I have had to call multiple times but have only been able to talk to general staff. At this point I have been waiting weeks for a call back from my claims officer. I would just like the case resolved in a timely fashion as it is hanging over my father and me. The recovery company (Purco) representative (******** *******) is also unable to connect with the claims officer. Thank you for your time and consideration!

  Business response

  12/10/2024

  Please find the attached letter as a response to the filed complaint.

  Thank you for directing this matter to my attention. I apologize for any frustration the claims process may have caused the consumer. 
  
  The consumer filed a Collision Damage Waiver Benefit claim 0009990706-001 for a loss that occurred on June 29, 2024, and requested reimbursement for damage to a rental vehicle which was deemed a total loss. 
  
  The cardholders credit card includes the Auto Rental Collision Damage Waiver benefit.  This benefit provides coverage for eligible losses involving a rental vehicle provided all terms and conditions are met.  Per the terms and conditions, there are documents required to substantiate a claim. As the vehicle is being considered a total loss additional documentation is required. This includes a copy of the rental agencys vehicle valuation at the time of the loss, and a salvage invoice or bids for salvage, and a copy of an updated demand letter outlining their full claim costs considering the payment towards damage by the rental agencys insurance. Unfortunately, this information has not been received. The rental agency has provided documentation that does not meet the requirements of a vehicle valuation at the time of the loss. The rental agency has also indicated that they will not be salvaging the vehicle, therefore we will require bids for salvage. Once we receive the required documentation from the rental agency, we will be able to make a final determination on the claim.   
  
  We apologize if the consumer has not been able to speak directly with their claims examiner. A Problem Resolution Specialist has reached out to the cardholder to further explain the documentation needed and has provided their direct phone number. On behalf of the customer, we have emailed ******** *******, Senior Claim Specialist at Purco Fleet Services to request the necessary documents. We have also copied the customer on this email. A Problem Resolution Specialist did attempt to contact ********, Senior Claim Specialist at Purco Fleet Services by phone to further explain the documentation needed and explain why the documentation received is insufficient. A voicemail was left with a direct phone number for a callback. 
  
  Again, we apologize for any inconvenience the consumer has had during the claims process. If the customer has any additional questions or concerns, the ***************** may be reached at **************.
  
  The contents of this letter should not be construed as a waiver of any rights and defenses that we may have under the policy and law. Neither this communication nor further communications that we may have regarding this claim should be construed to waive any of these rights and defenses. We are willing to review any additional information that you may provide. We further reserve all of our rights to assert defenses based upon other policy provisions whether or not specifically mentioned herein.
  
  Sincerely, 
  
  Card Benefit Services
  

  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2/1/2024 booked (******) airline tickets through Chase ****** for departure 9/9/2024 2/8/2024 my wife suffered knee injury had to have surgery in May 2/9/2024 Attempted to cancel tickets but ***************** stated (verbally) wait until September and can extend tickets another year. 9/3/2024 Called Chase ****** and informed tickets could be extended. ***** contacted airline and cancelled tickets, but airline charge $900 termination fee. ***** referred me to Card Holder Services. Claim filed 9/3 with card holder services. Provided Dr. **** stating my wife could not travel with claim. Since 9/3/2024 have had numerous phone calls with both Chase ****** and Card Holder Services giving me the run around. 10/16/2024 ************ credited my account $4,417.42 and debited $900.00 this transaction provided 10/22 to Card Holder. 10/29 email received from Card Holder requesting evidence on credit card points being refunded. Credit card statement provided showing point refunded. I am very frustrated with the continuous run around from both Chase ****** and Card Holder Services. The $900.00 claim is still open and Im certain this company will continue to give me the run around indefinitely

  Business response

  11/05/2024

  Please find the attached letter as a response to the filed complaint. 

  Customer response

  11/07/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** *******
  
  
  
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Card Benefit Services works as a contracted business of ***** to provide insurance aka "Purchase Protection" for purchases in the event of incident, and in our chase a theft/robbery from car that was rented from ***** while on vacation in ******** (June 2024). Leading up to the trip I purchased items on my Chase ******** ******* card totaling $1,120.12, less than 120 days prior to departure ("terms and conditions" stipulate this time frame limitation), and upon return/post incident filed a claim with Card Benefit Services requesting reimbursement for the full amount, which I assumed would be covered under the terms of "Purchase Protection". To date I have received no compensation, Card Benefit Services continues to provide new requirements, dragging out the claim process far beyond what is reasonable, all while demonstrating a pattern of disregard and evasiveness. I would not be shocked if someone brought a Class Action Lawsuit against this company. It is merited.

  Business response

  10/01/2024

  October 1, 2024

  Claimant: **** ********

  BBB Case: 22329564

  Dear Sir/Madam,

  Thank you for directing this matter to my attention.I apologize for any frustration the claims process may have caused the consumer.

  The customer filed a Purchase Protection ****************** claim for a loss that occurred on June 01, 2024, and requested reimbursement for items stolen from a vehicle. The Purchase Protection benefit requires documentation to substantiate the loss including, but not limited to,a police report filed within forty-eight (48) hours of the date of loss. The Police Report provided did not list clothing as the items stolen. As the theft occurred outside of the *************, the customer was unable to request an amended police report listing the items stolen, therefore, a replacement receipt was requested for all expenses claimed as outlined in the Guide to Benefits.

  The claim was reviewed in its entirety, and we were able to proceed to finalize the claim with the documents provided. A supervisor made an exception as the police report provided stated that a large suitcase was stolen. We have proceeded to give the cardholder the benefit of the doubt that the clothing claimed was included in the suitcase. The claim has been finalized in the amount of $877.11, for the claimed expenses less the cost of shipping and handling, and an expense for which an itemized receipt has not been provided. We apologize for the delay in resolving the claim. 

  If the customer has any additional questions or concerns, the ***************** may be reached at **************. 

  Sincerely,

  Card Benefit Services

  Customer response

  10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  **** ********
  
  
  
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In February I rented a vehicle through my ************************ card, I was struck by a rock on I-80 and unfortunately the windshield had to be replaced. I have now spent no less than 25 hours on the phone with ****** Card Benefits Services and Enterprise in the attempt to solve this problem. In the 6 months since it's happened, I have been given incorrect information and I've been asked to provide proof of purchase in terms of a monthly billing statement however this is not possible as I used my rewards and not my card to purchase. While I spent 3 hours on the phone with my credit card company to gather this information, they informed me that they do not provide it. On calling back Card Benefit Services to inform them I am unable to gather this, the manager "Nada" I spoke to said, she knows I'm not able to get it, but she's not able to request it until I escalate my request. I am now in collections and black listed with Enterprise for the $427 that is remaining on the claim. I would like someone to reach out and advise if I should pay this and rely on BBB to help me get this back from Card Benefit Services or if I should wait and continue calling to resolve.

  Business response

  08/21/2024

  Please find the attached letter as a response to the filed complaint.

  Thank you for directing this matter to my attention.  I apologize for any frustration the claims process may have caused the customer.
  
  The cardholders credit card includes the Auto Rental Collision Damage Waiver benefit.  This benefit provides coverage for eligible losses involving a rental vehicle provided all terms and conditions are met. The last document needed was proof that the rental was charged to the covered card.  We understand that the customer did not receive a document indicating the points redeemed from her account.  Since the documentation is unavailable, we are proceeding with the claim based on the information the customer already provided to date. Payment was issued to the Damage Recovery Unit for $467.44.  This payment represents the full administration fee and damages to the rental vehicle.  
  
  If the customer has any additional questions or concerns, the ***************** may be reached at **************.
  

  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased appliances on my **** of America Credit Card which were subsequently stolen from my property within 90 days of purchase. My credit card comes with purchase security protection which states "Purchase Security: Provides coverage for eligible items you purchase with your covered card if damaged or stolen within 90 days from the date of purchase.Coverage is limited to a maximum of $10,000." After I had filed a police report, I contacted **** of America to file a claim. They redirected me to file a claim with card benefit services. So I did. They spent several months requesting various documents, which I promptly submitted to them. They told me that everything was in order and it just needed to go through final processing. It could take a while because they were backed up. About 3-4 weeks later, they informed me that this protection is not available on my card, which is 100% FALSE. I pulled my card benefits from my bank which clearly dictates the terms as stated above. They told me to go call BofA. When I call BofA, they redirected me back to card benefit services. I requested a conference call so I am not stuck in an infinite loop. They agreed but then hung up the phone on me while waiting to connect with BofA. They are using these "protection" services to market their $550 annual fee credit card but when it comes time to avail the benefits, they leave the consumer empty handed. It is absolutely disgusting.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Card Benefit Services refused to pay a valid claim for Trip Delay benefits

  Business response

  11/17/2023

  Dear *********************, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  *******************************
  Claims Escalation Analyst Travel Claims, ***********************************************************************************************
  *******************************************

  Customer response

  11/22/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As set forth in my intial complaint, I was owed $1547 on this claim as of October 23, 2023.  This is based upon the "Trip Delay" benefits as listed in my "Guide to Benefits" which allows up to $500 per ticket for delay of the trip.  Card Benefit Services states this does not include actual "ticket" expenses, but there is nothing in the benefits to support this position.  In an attempt to resolve this claim, an agent name ***** called me on October 30 and explained they were sending "$1172.50" under the "Trip Cancellation" benefits, which represented half of the cost of our original tickets, "because they had no way to know what the actual portion of the return trip cost, so they just divided the original purchase in two."  To the contrary, I have documentary and financial evidence that the "second leg of our trip" had a value of $1534, because that is what it cost us to purchase that portion of the trip to continue on our return flight.

  Further, the agent told me they would be sending me a copy of the "terms and conditions" of the benefits of my card which he claimed would spell out the exclusion of reimbursment for flights that had been delayed or cancelled.  To date, I have not received any documentation from the company confirming this assertion.

  Therefore, I am still awaiting the payment of the final $361.50 that I am owed on this claim.

  Regards,
  

  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We rented a vehicle while on a cruise and while driving on the island, I hit a pothole and damaged two tires and wheels. When I returned, I submitted the claim through my ********** card's link to Card Benefit Services. I supplied them with all the information needed, including the rental agreement showing the rental terms, payment for the rental, damages to the vehicle and charge for the damages, as well as the Chase credit card statement showing payment for the rental and damages.Card Benefit Services has since been giving me the run around, asking for the same information I have already provided and has not contacted me back since my last request on July 16th. It is apparent they are stringing me along hoping I will drop the claim and they will not have to pay the claim that they are responsible for.I am requesting that Card Benefit Services honor their obligation and reimburse me for the $125.00 paid to *********** and Car Rental for the damages to the tires and wheels.

  Customer response

  08/28/2023

  Here is the claim number:  0008978623

  When looking up the claim on their web site, they also require my ***************.
  

  Customer response

  08/28/2023

  More information:

  Date of auto rental and damage:  Mar 25, 2023

  Location of damage:  ********, Grand ******

  Amount of Damages:  $125.00
  

  Date claim submitted to ************ Benefits:  April 14,2023
  

  Customer response

  09/05/2023

  Here is the Claim #:    **********

  Customer response

  10/05/2023

    I received an email from Card Benefit Services on 9/15/2023

  indicating that they had approved my claim and would send me full
  payment of $******.  I have now received the check from them.
  
       Thank you for your intervention in resolving this issue.  I'm
  certain that without your involvement, they would not have completed
  their obligation.
  
  **********

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 17, 2023, my husband purchased airline tickets on a regional airline in ******* known as ***** airlines for (3) tickets from ******, ******* to *****, ***** on July 14, 2023 in the amount of $813. On the morning of July 14, 2023, my husband passed away at the Four Seasons resort in *******. The hotel sent a representative to the airport to try and work with *****, but there was no one that could help. Since 7/21, I have been trying to get a refund from Credit Benefit Services associated with my Chase Sapphire card. I have provided all documentation required and answered the "questions" regarding whether ***** would be issuing any monies or tickets in the future with an affirmative NO. Credit Benefit Services has made a horrible situation worse by not honoring the "policies" associated with someone DYING on a trip. At this point, I would simply like someone to have some humanity and issue a refund for the unused tickets to help pay for some of the costs affiliated with losing my spouse. This is absolutely shameful.

  Customer response

  08/28/2023

  This complaint has been settled.  Once I informed them of the BBB notification, they somehow managed to pay the claim.  Thank you, DeNissa Lock 8/28/2023

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 16th, I filed a claim with Card Benefit Services to get reimbursed for a computer monitor that randomly starting flickering and eventually blacked out. I used my Amazon Chase Credit Card and - from my understanding - the nature and details of the incident qualifies me to get reimbursed for the monitor as it's one of the benefits offered by my credit card. It's called the Purchase Protection Program. After filing the claim, I was told I would hear back within 5 business days. On July 21st, ******* (my claim's manager) called me saying I would have to provide images of the defected item. I made it clear that I included images when I originally sent the claim on July 16th, but that I would resubmit them. I asked if they needed anything else to process my claim. He said he could not tell me that information at the moment and that I would have to wait to hear back from them again in the event that I need to provide more information. On August 1st I called to check the status of my claim since I had not heard back. They operator said it was in the last stages of processing and that I would likely get emailed by the end of the week with an approval notice. I did not get such email. Today, ******* called again saying that I would have to provide a brief description of how the item got damaged. Again, I made it clear that I provided a description of the incident when I originally submitted the claim on July 16th. He said he would proceed with the original description. I asked him how long it would take to get this claim approved. He said he did not know but that I should wait at least another 5 days to hear back. It's been 16 business days since I submitted my claim, and its approval has been delayed multiple times because the team managing my claim has overlooked my claim's details and they refuse to tell me what other information I need to provide when I ask them. I'm contacting BBB in hopes that I can get my claim processed more quickly.

  Business response

  08/28/2023

  Representative explained they were waiting for complainant to provide proof that  the last payment of ***** was made to complete reviewing the claim. 

  Business response

  08/29/2023

  Dear *************************, 

  Please find the attached letter detailing our review. 

  Sincerely, 

   

  *******************************
  Claims Escalation Analyst Travel Claims, ***
  *******************************************************************; 23233
  *******************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩