Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #4416553

Complaint Overview

Complaint ID: 4416553

Company: Jpmorgan Chase & Co.

Product: Credit card or prepaid card

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

Issue: Problem with a purchase shown on your statement

Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement

State: Arizona

ZIP Code: 85282

Date Received: 2021-05-29T12:00:00-05:00

Date Sent to Company: 2021-05-29T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Reserved a standard pickup truck from XXXX to be picked up at XXXX XXXX of the XXXX XXXX XXXX XXXX XX/XX/XXXX to XX/XX/XXXX for {$380.00} on XX/XX/XXXX. I called beforehand and verified it would be available at XXXX XXXX when I landed ( was arriving shortly before midnight, on a Saturday, during peak COVID times ). When I arrived, it was not available at the terminal I reserved it at and I had to get to the other terminals parking garage with all my checked bags which took 30mins. Once there, XXXX gave me a lesser vehicle XXXX intermediate pickup truck ) but still charged the same higher price for the category I reserved. The XXXX employee also tried to add insurance that was not on the reservation which doubled the price, and XXXX employee added a surcharge that was not on my reservation. It took 15mins of arguing with the XXXX employee to remove the insurance, but they would not remove the frequent flyer surcharge. Since it was before midnight on Saturday, everywhere else was closed, and I had to drive an hour to get where I was staying that night, I had no choice but to take the closest vehicle they had available. The next day I realize it is a different category of vehicle that was lesser than what they charged me, and they clearly had not cleaned it ( despite advertising their cleaning of vehicles during COVID ). I sent a feedback complaint to XXXX and they never responded. I submitted a dispute to Chase who manages the credit card I used to place the reservation. They denied it without asking for any supplemental information. I appealed it and mailed supplemental information ( Chase creates arbitrary barriers like mailing the documents for disputes despite numerous tools to upload documents on their website. ). In that I sent them an invoice from XXXX clearly showing the discrepancy between the vehicle class I reserved, the vehicle class I paid for, and the vehicle class I received. I also sent photos showing the vehicle had not been cleaned ( during COVID peak times ) and a copy of XXXX company statement about their vehicle cleaning procedures. I also pointed out the surcharge added that differed from my original reservation email. They said that since I agreed to use the vehicle ( again I was in a position that I could not refuse it and could argue that I signed the agreement in duress ) that it was not a valid dispute.

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

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