Consumer complaint received 2021-03-24
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:
I have a Chase Sapphire Reserve Card. As part of my membership benefits, they encourage members to sign up for XXXX XXXX XXXX XXXX XXXX XXXX, a service that offers a 10 % discount on rentals if you use your Chase Card. I signed up for this service with XXXX, and rented a car through them. Upon returning the car, there was no inspection ( due to COVID ), however, they later charged me a {$200.00} cleaning fee which was above and beyond the normal cost to clean the car. We left no mess or trash in the car, and we do not smoke and did not smoke in the car. I called XXXX 6 times to determine why I had been charged this fee. No one was able to explain it, and despite several promises over 7-10 days to call me back and resolve the issue, they never did. So, I disputed the charge with Chase. 

After reviewing my claim, Chase sided with XXXX and made me pay the {$200.00} fee. The " proof '' provided by XXXX was simply a receipt that says the {$200.00} fee was for cleaning. No pictures. No evidence. No justification. Just a receipt. 

Further, XXXX claims that all XXXX XXXX members do not need to sign a contract or be shown a contract, as that is waived as part of the XXXX XXXX XXXX. So in other words, I waived my right to view or see the contact when I joined the XXXX XXXX. And the only reason I joined the XXXX XXXX is because Chase provided incentive to do so. 

Chase and XXXX are business partners, and are profiting off of each other 's services. And when customers like myself take complaint with a charge, they work together to ensure their businesses are taken care of at the expense of customers. 

After my claim was denied and the {$200.00} charge was added back to my card, I called Chase Disputes Team again. I spoke with two people - XXXX XXXX or maybe XXXX XXXX, and a supervisor, XXXX XXXX XXXX I mentioned this unsavory business practice to XXXX, she immediately started yelling at me, cut me off multiple times, and said the best they could do was give me {$100.00} credit, and that if I wanted more than that, I'd have to send a letter to Chase. She connected me to XXXX XXXX for further resolution, who hung up on me half way through our call. He never called me back. I was not raising my voice, cussing, or being rude. I was simply explaining why I was upset. 

When you look on Chase 's website, they claim that you can file a customer service complaint through the Secure Message Center on their site. This is untrue. There is a drop down menu where you can select your type of message, and none of them are for customer service or complaints, and there's no catch-all " other '' option either. 

It's clear to me that Chase/National have created these practices to XXXX over their customers, and when people like me try to stand up for themselves, we are yelled at, hung up on, and told to file complaints ( which isn't possible ). 

I am XXXX years old, and I have never, in my life been treated so poorly by a business or bank. I will be closing my Chase card ASAP.

Company response to consumer: Closed with monetary relief