Consumer complaint received 2018-08-03
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Chase freedom VISA Account Number : XXXX XXXX XXXX XXXX On XX/XX/2018, I booked a XXXX car rental online from XXXX. I paid {$31.00} deposit using the subject VISA card. This was a 19 day car rental, with pick up and return at XXXX, XXXX XXXX XXXX XXXX from XXXX XXXX through XX/XX/2018. 

On XX/XX/2018, I received an email from XXXX   confirming my order. ( This is documented in Exhibit A ).

The email provided a link to an e-Voucher. ( This is documented in Exhibit B ). 
The XXXX included advise, stating that GBP XXXX ( {$290.00} ) is payable at the rental desk. 

On XX/XX/2018, I presented the XXXX to XXXX Agent ( XXXX XXXX ), at the XXXX, XXXX XXXX XXXX XXXX location. I was expecting to pay GBP XXXX ( {$290.00} ) for the car rental, as indicated on the e-Voucher ( Documented in Exhibit B ). However, XXXX XXXX advised that an additional GBP  XXXX ( {$250.00} ) was required for Theft Waiver. I declined the Theft Waiver, and explained that I was already covered for this through my own automobile insurance policy and / or my VISA card benefits. I was then informed by XXXX XXXX that I would not be permitted to rent the vehicle, unless I purchased the Theft Waiver coverage. I protested strongly, stating that I had rented many cars in the XXXX XXXX for over 30 years, and had never been forced to purchase Theft Waiver coverage. I explained that typically, a car rental agency would simply request a Pre Authorization high dollar amount on VISA card as a safeguard. 

XXXX XXXX was adamant, and refused to yield. In order to continue my journey, I reluctantly purchased the Theft Waiver coverage. I advised XXXX XXXX that I was disappointed with the service provided, and that I would be initiating a VISA chargeback, and if necessary, contacting the CONSUMER FINANCIAL PROTECTION BUREAU for support. 

A copy of Rental Agreement No XXXX showing GBP   XXXX Theft Waiver charge is documented in Exhibit C. 

On XX/XX/2018, I telephoned Chase VISA on XXXX, and advised them of the series of events, as described above. I requested that they refund the GBP XXXX ( {$250.00} ) Theft  Waiver Fee, as this had not been disclosed to me at the time of booking. I explained that I had been forced to pay this in order to complete the car rental process. 

Chase VISA advised that they would issue a temporary ( {$250.00} credit to my account while they investigated the dispute. Chase VISA advised that they would be sending a form to me to complete, in order to assist their investigation. Chase VISA advised that they would inform me of their decision within 30 days. 

On XX/XX/2018, I returned the completed form to Chase VISA, together with the above transcript. 

I received a letter from Chase VISA, dated XX/XX/2018, advising that they had resolved the dispute. They advised that the charge would remain on my account. This is documented in Exhibit D. 

In conclusion, the mandatory requirement that I would have to purchase the companies Theft Waiver was not disclosed to me at the time of booking. ( I was already covered for Theft Waiver through my own automobile insurance policy and / or my VISA card benefits ). In my opinion, questionable advertising practices were employed, in order to increase company revenue. 

XXXX XXXX

Company response to consumer: Closed with non-monetary relief