Consumer complaint received 2018-10-03
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:
This is an update on an existing complaint XXXX. 

1. As stated previously, I called the tel. no. of the Chase complaint dept. 
( provided on the denial letter from Chase ). They claimed I never responded to request for more information on my issue with XXXX. I told the rep that I had sent a letter, dated XX/XX/2018. She insisted that they never received a letter from me. 

2, However, I learned this was not true. On Friday afternoon, XX/XX/2018, around XXXX, I received a phone call from XXXX regarding my claim. I asked XXXX if she was calling because of my complaint with CFPB. She said yes. However, that was not true either. I was confused, but I think she was more confused. I thought they admitted they had received my letter because of my CFPB complaint. 

3. On Monday I received a call from XXXX XXXX, in the Executive Office ( Phone # XXXX. Ext. XXXX. She told me she is in the Executive Office, and was responding to my CFPB complaint. Confused, I asked if she was the same XXXX I had talked to on Friday. She wasn't. She, however, also knew that Chase had received my letter on XX/XX/2018. She was calling to tell me that there was nothing further that Chase could do to refute my claim. It was a lengthy heated conversation. Her reasons were as follows :!!!! I have no dispute rights,!!!! Under Visa/Master Card regulations. 
I asked to see where that is written. She told me I couldn't because that information is proprietary. She told me to contact Visa. ( That is just unbelievable, but must be true ) .ALSO, she told me that I do not have documents to prove my claim. She also said anything from the internet does not qualify as proof. Now what is a cardholder to have as proof when they book a car on the internet?????? Then she told me that they ran a test booking on the internet and they were satisfied that the vendor was due the {$500.00} he was charging. 
I told XXXX that as soon as I realized XXXX  had done a bait and switch, I called to stop the charge from going through. When I called to stop the charge from going through, the Chase Rep told me I had to wait for it to be approved. Executive Office XXXX XXXX told me the charge was authorized even before I made the Chase call to ask it to be cancelled. Why am I getting two different stories?? This is scary. 
And, if Chase had honored my request to stop, or reverse the charge, XXXX would not have listed me as a no show, thus charging me for 7 days for a car that never left the lot, Chase, I feel, had a responsibility to act on my behalf. If they had, XXXX would have known I did not want their booking. XXXX said that because I agreed to their terms and conditions when I checked that tiny little box, then I should have known I told XXXX that I would have been HAPPY to pay for the XXXX  if XXXX hadn't deceived me with the price. And I AGAIN AND AGAIN explained that when I tried to call XXXX to cancel, the phone never answered. If I called that number once, I have called it a dozen times. To this day, that number for cancellation DOES NOT ANSWER! Chase never tried the phone number. 
WHEN the test, or trial booking was attempted to support their denial of my dispute, they never duplicated the same process I did. 
ALSO, XXXX sent proof that I checked that tiny little box. They sent several pages of my internet booking, but they never sent the page that showed they got my credit card BEFORE they confirmed the price. I asked XXXX about the fact that they charged me a higher amount than the advertised price, but I didn't know that until I got to the next page. She said, " Well, we can't ask them for every little minute. '' But my one and only issue with this company is that they took my credit card before they confirmed the price. 
No matter what I said to XXXX dismissed it -- For example, I went on line and checked consumer reviews of this company and there are dozens and dozens of complaints that show that this company has a pattern and practice of deceit and fraud. She said they don't make decisions on other people 's opinion. 
I am not a person that files complaints and I spend thousands and thousands of dollars monthly, and pay my bill in full. My credit score runs between 700 and 775. I am honest and I live with what I consider high ethical standards.

And by the way, this may be significant, but I am not sure. I called XXXX XXXX XXXX and told them about the problem I had with XXXX, and that I would not be renting that car. I ended up renting a XXXX. I had it for a week and I booked it through XXXX.

Company response to consumer: Closed with explanation