Consumer complaint received 2018-01-24
Company: JPMORGAN CHASE & CO.
State: FL
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 filed a dispute for $XXXX of a total $XXXX we paid a merchant XXXX for a car rental on our Chase Mastercard. XXXX rented us a vehicle they knew to have a faulty safety system that caused us damages far in excess of the disputed amount. XXXX also failed to provide roadside assistance they'd promised. We repeatedly sent both XXXX and then Chase extensive documentation that supported our dispute. Yet Chase twice refused to give us a permanent credit only because the merchant denied our claim without any basis whatsoever.

Chase only went through the motions of supporting our dispute instead of pursuing the valid claim based on the ample evidence we'd sent both Chase and XXXX. Furthermore, in the two letters Chase sent us denying our dispute there was no evidence whatsoever that Chase presented or argued any of the evidence we'd provided them to the merchant.

Here are more details in my letter to Chase following their first denial of our dispute that points out a number of errors made by Chase and shows a lack of diligence by Chase.

From: XXXX XXXX 
Subject: ARN: XXXX
Date: XX/XX/XXXX at XXXX XXXX EST
To: XXXX

To:	XXXX XXXX, Customer Service Specialist (XXXX Ext XXXX)
	Chase Cardmember Service (Fax: XXXX)

Dear XXXX:

Two days ago I received your letter of XX/XX/XXXX regarding my dispute of $XXXX of the total $XXXX I paid to XXXX. Yesterday I left you a voicemail to call me but Ive not gotten any reply.

Your letter contains errors that are puzzling given that Id already successfully faxed Chase the details you requested on XX/XX/XXXX. On that date I faxed a complete record of my correspondence with XXXX. I am resending that information plus subsequent correspondence with XXXX headquarters in XXXX through XX/XX/XXXX.

The second error in your letter is that I claimed that the dispute was based on flat tires. That is untrue. I never made such a claim.

In fact if you read the record of correspondence, youll see that the $XXXX is a billing error by XXXX because they XXXX was in breach of contract for the car rental in two respects. Furthermore XXXX failures to provide the services contracted resulted in damages we incurred far in excess of the entire $XXXX total we paid them.

First, XXXX rented us a vehicle with an important safety system in inoperative condition. Given XXXX  expertise in the car rental business XXXX should have seen that safety system fault indicator and not rented us that vehicle. That inoperative safety system ultimately endangered our lives when we had two flat tires and the system failed to alert us of the low tire pressures while we were driving. The inoperative safety system rented to us by XXXX resulted in a loss of control of the vehicle from which I barely managed to avert an accident by immediately pulling into the roadside entrance of a business that was closed for the day. Had the tire pressure monitoring system been operative, it would have given me much more time to exit the highway into a safer location such as a service station where the vehicle could have been serviced much more readily.

The second breach of contract by XXXX was that XXXX failed to provide roadside assistance they promised in writing. This second breach of contract resulted in our being stranded roadside as night fell. We had to find assistance on our own, which we did with the help of local good Samaritans. And XXXX  specifically refused to provide a replacement vehicle until the next day, something that was not feasible given the location of the car blocking the business entrance as a direct result of the inoperative tire pressure monitoring system they rented us. So at our own expense, we replaced both tires and had to continue driving the vehicle for the rest of the trip very cautiously.

Company response to consumer: Closed with explanation