Consumer complaint received 2023-06-23
Company: JPMORGAN CHASE & CO.
State: MD
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:
I rented a car in XX/XX/XXXX for XXXX holiday in XXXX ( cost ~ {$800.00} ). I arrived to get my rental car and was told that they were not honoring my rental agreement and had to rent a car with new policy ( cost ~ {$750.00} ). I immediately reached out to the original rental ( middleman ) company to explain the situation. After several weeks of nothing I filed a dispute with my credit card company. I explained the situation and offered to provide supporting documentation. They informed me that they would reach out and if they needed anything more from me, they'd let me know. I followed up after XXXX days to check the status and all was still well. On XX/XX/XXXX I received a letter from Chase that my claim had been rejected. Letter was dated XX/XX/XXXX. I called and was told I could dispute my dispute and upload supporting documents ( which I did within XXXX hours - on XX/XX/XXXX ). On XX/XX/XXXX I called to follow up on the claim and was told that I was being rejected again as I should have submitted my documents and re-disputed the claim by XX/XX/XXXX ( letter of deny was XXXX and received in mail on XX/XX/XXXX ). Basically, I need to have mental telepathy to know that I'll be rejected so I can submit forms before I even know I'm rejected. During my multiple calls yesterday with Chase, I discovered that during their review of my initial claim, they overlooked my XXXX charges. From their perspective they saw I had a charge on XX/XX/XXXX and received a car. They didn't look at my records to see that I was charged a XXXX time on XX/XX/XXXX. Their response after realizing this was simply to keep saying, you're too late, there is nothing we can do. 

My concern with credit card services is this : for goods and services that a customer immediately receives you have XXXX days to complain about a product being defective etc. When it comes to some purchases ( furniture, vacations, etc. ) most people are paying for this months in advance. Then when something goes wrong, agreements aren't honored etc. the XXXX company says you are filing too late. Also, when a customer has supporting documentation and the company says " we will reach out to you if we need anything '' then they don't do that and deny you without full research there is no recourse. 

The rental car company in XXXX rented me a car and has my money ( no issue there ). The rental car company XXXX XXXX XXXX XXXX ) did nothing to help me, their rental agreement was not honored and they did not help dispute the situation with the Italian company nor will they refund my original payment of {$800.00}. That is a lot of money to be out. I have a problem with this. The credit card company ( Chase ) did not properly assist me, didn't want my supporting documents ( both rental agreements, charges, email communications ) and once I finally gave them those records they said too late. They simply want to move my case off their desk or check their completed task box. XXXX of the points of having a credit card is to have someone who can help dispute claims.

Company response to consumer: Closed with explanation