Consumer complaint received 2018-06-16
Company: JPMORGAN CHASE & CO.
State: CA
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: Overcharged for something you did purchase with the card

Complaint:
I made a prepaid online reservation and paid it in full on XX/XX/XXXX, for a 7-day car rental from XXXX rent a car, in the amount of XXXX EUR ( {$70.00} ), with my XXXX credit card from J P Morgan Chase Bank. 

I picked up the car on XX/XX/XXXX and returned it on XX/XX/XXXX. Upon returning the car on XX/XX/XXXX, XXXX rent a car issued a Final Receipt / Bill in the amount of XXXX EUR ( {$12.00} ), which I signed accepting to pay {$12.00} to settle the charges related to the car rental services that had been rendered. 

However, on XX/XX/XXXX, 11 days after returning the car and after both the merchant and I agreed on the final amount to be collected ( {$12.00} ), I noticed the merchant made a charge on my Chase credit card in the amount of {$200.00} ( XXXX EUR ).  Considering that the Final Receipt / Bill issued by the merchant and signed by me was in the amount of {$12.00} ( XXXX EUR ), I had been overcharged {$190.00} ( XXXX EUR ). 

Therefore, I filed a {$190.00} billing dispute with Chase related to this {$200.00} charge on my credit card on XX/XX/XXXX. Chase ruled in favor of the merchant stating that I had been offered an upgrade for which I had been billed for. 

I mentioned to Chase Disputes team on the phone that I had not received an upgrade and been billed for it. I proved I received the same car group I had booked online by attaching the online reservation receipt and the rental agreement. In both documents, the car listed is a Group A car, so no upgrade had been extended and that could not be a valid reason to consider the {$190.00} overcharge as a valid charge. 

I had to reopen the dispute multiple times on XX/XX/XXXX, XX/XX/XXXX, andXX/XX/XXXX due to Chase 's mishandling of the investigation. In all these cases, Chase was merely closing the dispute again without any valid reason and without replying adequately to my request to receive valid proof /documentation from the merchant supporting the {$190.00} charge I was disputing. 

After speaking with a Chase disputes team 's supervisor on the phone on XX/XX/XXXX, I was advised to send a secure message requesting to reopen the dispute for the {$190.00} charge in dispute and to attach the aforementioned Final Bill / Receipt issued by XXXX rent a car upon returning the car on XX/XX/XXXX, in the amount of {$12.00} ( XXXX EUR ). I sent that message and Final Bill / Receipt on XX/XX/XXXX at noon. 

I followed up on XX/XX/XXXX about the status of my request to have this {$190.00} charge dispute reopened with a Chase Dispute Team 's supervisor ( XXXX ), but she was unable to assist me. She just said that it could take up to 30 days for me to know whether my request to have this dispute reopened had succeeded or not. 
She also advised me that I was responsible for paying the amount in dispute ( {$190.00} ) as the previous dispute for this charge was closed and I would not be released from the responsibility to pay this {$190.00} until the dispute had been reopened, which could take up to 30 days. I claimed that paying the {$190.00} disputed amount would make me waive my " claims and defenses '' right and that I would not do that. I advised that Chase should reopen my dispute immediately and I should not be kept liable for the {$190.00} charge until a new outcome of the dispute had been issued by Chase. 

Please also note the Final Bill / Receipt issued by XXXX is in XXXX, but XXXX advised me that they would get it translated into English before reviewing it. 

Also, please note, the Final Bill / Receipt issued by XXXX is the very last document issued by the merchant throughout the rental process advising the customer about the outstanding charges to be collected. If the customer does not agree with this Final Bill / Receipt, then he/she does not sign it. Therefore, any discrepancies as to the services rendered and billed charges are settled by the merchant and the consumer when the merchant issues the Final Bill / Receipt and the customer signs it. As such, this document supersedes any other previous document issued in the rental process, as this is the final document where both parties agree on the final charges and amount to be collected. 

Please note both XXXX and I came to an agreement to the final charges {$12.00} ( XXXX EUR ) so I signed this document. I therefore find unacceptable that the merchant charged me {$200.00} ( XXXX EUR ) 11 days later. 

Please note I did not receive any fines and the merchant refused to provide me with an explanation for the charges. 

I am hereby attaching my last request submitted to Chase on XX/XX/2018 at noon to have this {$190.00} dispute reopened, including the FInal Bill / Receipt issued by XXXX in the amount of {$12.00} ( XXXX EUR ) on XX/XX/XXXX.

Company response to consumer: Closed with explanation