Consumer complaint received 2016-12-07
Company: JPMORGAN CHASE & CO.
State: UT
Product: Credit card
Issue: Billing disputes

Complaint:
I contacted Chase VISA XXXX Credit Card in early XXXX, 2016 to 1 ) advise I was traveling to XXXX & XXXX XXXX XXXX XXXX XXXX, 2016 so as to avoid any potential fraud alerts. Second I requested information/updates to my use of my Visa XXXX card in renting cars in both XXXX and XXXX, particularly as to any updates regarding Collision Damage Waiver ( CDW ) and use of my card for insurance when renting cars in XXXX & XXXX. 
I was transferred to the Benefits Administrator unit. I advised the person I talked to ( unfortunately, I did not write this person 's name down ) I was traveling to XXXX & XXXX and would be renting a car in each country. The person asked me if I wanted him/her to review the terms of insurance coverage when using the Chase Visa XXXX card or send me a copy of the guide. I advised that he/she could send the guide. The person reminded me to decline any insurance/ XXXX offered by the rental car company and advised it is covered under use of the card. 
Once in XXXX, we arrived at XXXX XXXX XXXX Car to pick up our car. I presented my Chase Visa XXXX Card and said that I was declining their CDW insurance. They asked me for a letter from Chase. I said that I had no such letter. The rental agent advised me that I could not rent a car without this letter. I said that I contacted Chase prior to leaving on the trip and was NOT told that I needed any letter confirming CDW coverage under my Chase VISA card. The agent told me that they would not rent a car to me without that letter using the Chase card insurance coverage. He said that XXXX was an exclusionary country that did not have to honor the Chase CDW insurance, especially if I did not have the letter from Chase. And even with that letter I would be required to post a XXXX XXXX deposit on my Chase card. 
I offered to call Chase right then and there and they would confirm my coverage. The agent said no, it would not make a difference. I needed to present the letter to them now. We had a lengthily discussion and the agent 's answer was the same : he would not rent a car to me using Chase CDW insurance without that letter. 
The only option was to buy CDW insurance from XXXX at either XXXX per day with limited coverage or XXXX per day with complete full coverage. I protested that this was an excessive amount of money for insurance. The agent explained that insurance in XXXX is very high due to the number of accidents, bad drivers and claims made by drivers against insurance companies. 
I was extremely upset and angry about this because the total cost of the insurance would be about three times was it cost to rent the car. Since I was beginning my 2 week vacation with my wife and sister-in-law, I had no choice but to take Enterprise 's CDW, we opted for the higher protection because at this point I did not trust them and their limited coverage. 
Upon returning the car, I noticed that the rental car agreement specified the total charge for car and insurance was XXXX Euros, but the receipt attached to the agreement showed the transaction amount to be {$990.00} - XXXX. I told the agent I did not want the charge in dollars, but in XXXX. I was told I needed to talk to the manager on duty, which I did and explained to him, I wanted the charge changed to XXXX and not XXXX. He said that he could not change the receipt, but that the rental agreement amount was in XXXX and that this is what would be billed to my Chase card and not dollars. Hence this part of the problem was resolved with the issuance of the {$55.00} credit. 
So the fact still remains that I dispute and reject the charge of {$930.00} with this clarification. In all my correspondence I have been disputing the charge of {$930.00}, which I now find is slightly wrong, I forgot to subtract {$290.00} for the rental car. Correct disputed is {$630.00}

Company response to consumer: Closed with explanation