Consumer complaint received 2023-09-27
Company: Upgrade, Inc.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXXXXXX  I received the first communication for dispute number XXXX on my card ending on XXXX for the amount XXXX. This is a transaction for a rental vehicle I never used, hence, my dispute reason. 

On XX/XX/XXXXXXXX  I reviewed all documentation the merchant provided and I responded to this communication with copies of actual flight cancelation, working hours payroll, and pointed out typos and/or tampered documentation the merchant used to support their response. I faxed over all this documents along with personal statements and filled out form provided by 3rd party claim processor. Documentation attached. 

On XX/XX/XXXX I received the second round of documentation presented y merchant. These documents were the same they sent from first round. I also read their statements in regards their explanation and found more discrepancies with what they said. I had went ahead and submitted a letter to XXXX XXXX with a rebuttal for my claim and still haven't heard back from them. In their response, they said, there were closing the case against me based on what the merchant provided. What the merchant provided was profile info, personal information they previously had about me including passport and driver license pictures. This wasn't a claim about whether the case is unauthorized or not, but a claim for service not received. I clearly explained if I called the merchant they were going to take almost 30 percent of the amount in dispute to cover " one day rental and applicable fees '. Now, I'm certain that even if I leave it as it is and go through the merchant they will deny the refund completely since I had submitted a dispute. 

I'm attaching all the documentation provided by me and all my 3 statements about what they saying and how they tampered with their own documents. Please not I had rented a XXXX XXXX and they sent documents for a XXXX XXXX XXXX, also a document where my name is written ( not my signature ) that document were generated in year XXXX. 

This is my latest statements of findings : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Upgrade Dispute Resolution Team Attn : Billing Dispute Dispute Number : XXXX Re : Rebuttal for Disputed charge to Account Ending on : XXXX Dear Dispute Investigator. 
On XX/XX/XXXXXXXX  I sent documentation to support my dispute and such documents were received by your Department. This was in regard dispute submitted for the amount of {$1900.00} charged to my debit card account ending on XXXX on XX/XX/XXXX. The charge is in error since the service wasnt delivered as they shouldve due to contracting XXXX and canceling my flight. This was my statement back then and this is my statement now. I also submitted proof. 
As I said before, I ordered the service on the same date of transaction. I provided proof of flight not showing on my account due to cancelation. XXXX XXXX record locators were shared and you can easily confirm it. 
I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. I was not serviced by this company. 
Going over the documentation the merchant had provided I found several discrepancies and they are as followed. 
1- The merchant continues providing documentation for a car that was not requested and paid for. ( XXXX NOT XXXX XXXX XXXX ) 2- Merchant continues providing same transaction and profile history as evidence when my request is in regard of services not being provided. It is known I was a client and I had a history with this company, therefore, any past transaction, conversation, profile info, driver license pictures, passport pictures, are not directly evidence for current claim. 
3- 3. Merchant said that on my first chargeback request I said Service was canceled on XX/XX/XXXX when the date actually represent the day I called them and never heard back from them since it was a week and so after travel was supposed to happen. 
4- My signature from the document ( XXXX XXXXXXXX XXXX XXXX ) they provided as proof of the payment isnt the same signature from my Driver License , documentation was tampered with. Also, the car requested isnt the same as the car that shows on documentation. Lastly, the document that shows voucher number and ( with the writing XXXX XXXX XXXX XXXX XXXX XXXX ) was generated on XX/XX/XXXXXXXX  you can see this on the very bottom of the page to the right. Also, they used the handwriting as evidence when it was me who wrote this to show the voucher refers to a different car model. 
5- Im not sure what the merchant mean by ( XXXX on XX/XX/XXXX ) since the transaction never happened that day. Rental was paid early XXXX and never received the service. 
6- Merchant mentions that all clients have to read and accept their agreement. Agreement that nobody read, ever, when renting on their website. Their refund policy should only affect me when I initiate a cancelation through them and no when Im requesting a chargeback through my Bank. ( Upgrade ) 7- Merchant said there were two payments attempts, but yet, they failed to provide proof of it. I never called my Bank and I never called them to verify payment issue. Also, I did call on XXXX to find out what happened to my car rental and refund but since they wanted to take part of my money plus penalties and/or fees I had to go through my Bank to file a chargeback. 
8- Merchant claims, they called me and I acknowledged they change of rental, this is not true. Merchant did call and asked me to drop the case and threated me to get me in trouble with the Bank and put me on black list, which they did even before the call happened. 
All in all, Ill be providing all the evidence for my claim to support every single detail I had provided on this rebuttal letter. 
With the tampered with page showing the model of the car different from the one they shared as evidence, the mixed up with the dates, all the history of my account with no information relevant to this case, the empty page with no amounts on it and they edited to show what I shouldve paid for, the page dated XX/XX/XXXX showing the car they were supposed to provide as opposed to the XXXX on their records, the actual voucher with signature different from mine ( Name Written as it is ), and the name of the client also different from mine ( Im NOT XXXX ) I completely dispute this amount and I hope your team find of interest to act in the position where the evidence shows false information from the merchants end to finally do the right thing. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation