Consumer complaint received 2022-07-26
Company: JPMORGAN CHASE & CO.
State: SD
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

Complaint:
On XX/XX/XXXX, I rented a XXXX XXXX  from XXXX at the XXXX XXXX XXXX XXXX. I returned that car on XX/XX/XXXX to catch a flight. My flight was delayed multiple times and eventually I rebooked for the next morning. I returned to the XXXX desk and asked the same lady I had returned the car to, " Do you still have that XXXX XXXX? My flight has been delayed. '' She said, " Yes, but we haven't cleaned it yet, is that okay? '' I told her it was okay, I just had the car a few hours ago and it was my trash inside. She the completed the new rental transaction and handed me a contract folder with clear lettering that said " XXXX '' on it, my name, and the location of the XXXX. I have a picture of it for evidence. I noticed that the price she was charging me seemed high, but I considered maybe the price had increased, because their inventory of cars was low and I was only renting the car for 1 day. 

I returned the XXXX XXXX the next day, was handed a receipt, caught my flight, and everything seemed normal. I travel for work regularly and always rent from XXXX, and almost exclusively rent from XXXX since XXXX of XXXX. The only exception is the rare case when XXXX does not have a location nearby or is out of cars. Then my second choice is XXXX. 

Later that month, when checking credit card transactions, I noticed a charge for XXXX. I never rent from XXXX and thought this was weird. i noticed this was around the time I rented at XXXX XXXX XXXX XXXX XXXX. I then pulled out the final receipt from that transaction and in tiny letters in the upper left corner it said, " XXXX ''. I know that the lady working the counter manages both the XXXX and XXXX counter and she must have gotten confused. This also explains why the rate was higher, because I have a corporate discount code with XXXX, which is saved in my rental profile and should be automatically applied to every transaction. I also have an XXXX XXXX number and should have collected points for this rental. Her mistake for the wrong rental company incurred a higher charge and a loss of points, which have a financial value, because they can be exchanged for free rentals. 

I contacted XXXX at the XXXX XXXX XXXX XXXX twice and spoke to them in person once, when I passed through that airport again. Their staff appeared to be confused, undertrained, and unable to help me. I also filed a dispute with J.P. Morgan and explained the situation to them as best I can, with both a written statement, and a phone conversation. They have inexplicably sided with XXXX, a company I have never done business with and never will. I am now contacting the CFPB in an attempt to help resolve this issue with J.P. Morgan. 

I am included photographs of the original document that was handed to me that said, " XXXX '' and the final bill. Note, this is like me sitting down to eat a dinner at a XXXX XXXX restaurant, handing the waitress my credit card, and runs across the street to run my credit card through XXXX XXXX where she is also a waitress, and charges me a higher fee.

Company response to consumer: Closed with explanation