Consumer complaint received 2019-03-13
Company: JPMORGAN CHASE & CO.
State: WA
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:
On XX/XX/XXXX, I picked up a rental car from the car rental company XXXX at the airport XXXX XXXX in XXXX XXXX, XXXX. I had paid for the rental through a third-party website, XXXX. I told the agent at the XXXX desk that I would be using my credit card auto insurance and showed her a printout of the terms and conditions. She accepted that. She asked me for a credit card in order to place a hold on my account, that would last for the time of the rental. I gave her my Visa Chase card ending in XXXX. She told me she would put a hold on it in XXXX XXXX, which was the equivalent of XXXX XXXX. I signed the contract and the authorization for the hold. When I returned the car, on XX/XX/XXXX, the back of the car resulted a bit damaged because of a small accident I had had, so I paid for the planned repair, which amounted to USD XXXX. That amount was charged on the same Visa card. ending in XXXX A few days later, from home, I realized that not just the {$710.00} hold had not been released, but that since the day it was charged, XX/XX/XXXX, it had always been a permanent charge on my account, not a hold. I contacted the company, XXXX, who said that it was the amount I had been charged for purchasing their insurance. I explained that I had used my own insurance and had declined theirs, but they would not agree to refund the money. On XX/XX/XXXX, I disputed the {$710.00} charge with Chase. On XX/XX/XXXX, I received a letter from Chase saying that XXXX claimed that the {$710.00} charge was made to cover the cost of the car repair. I explained that the cost of the car repair had been charged to me separately on XX/XX/XXXX, and was {$290.00}, while the {$710.00} had been charged to my account on XX/XX/XXXX, that is 14 days BEFORE the small accident that caused the damages to the car. Furthermore, I said that on XX/XX/XXXX, when I returned the car, there had been NO mention of the {$710.00} in reference to the repair. Chase told me they would make to no further attempt to investigate this or to contact XXXX. 
After vainly attempting to contact XXXX in XXXX, on XX/XX/XXXX, I escalated the issue to the Chase Executive Office. On XX/XX/XXXX they responded with a letter that states that " there was no bank error ''. 
I called the Chase Executive Office and explained that I believe I was the victim of a fraud on the part of XXXX, which had no reason to charge me {$710.00}, and which extorted my signature by claiming that it was not a charge but a temporary hold. I said that I expected the bank to protect me from such a fraud. I asked the agent at the Executive Office whether someone from his office had contacted XXXX after I had escalated the issue, and he answered no. He said that he had reviewed the statements collected by his colleagues during the first phase of the dispute. 
I am convinced that Chase neglected its duties and failed to protect me, their customer, from a fraud.

Company response to consumer: Closed with explanation