Consumer complaint received 2016-03-23
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
I am writing to dispute a charge of XXXX ( XXXX XXXX ) to my credit card. I am a frequent customer of XXXX, and used a points reward amount through my Chase credit card account to make a reservation for a rental vehicle while in XXXX, XXXX XX/XX/2015. This reservation was fully paid for by the rewards account, and had no balance to be responsible for upon receipt of the car. When i did receive the car, I was told by the staff at the XXXX location, that I was LEGALLY required to purchase XXXX insurance coverage directly from XXXX. I informed the staff that I wished to decline all coverage, as I was not only covered by my credit cards insurance coverage, but by my own personal coverage as well. This is a benefit from my credit card that I use on a regular basis while renting a car. The staff at XXXX refused to verify my insurance coverage and persisted I purchase supplemental insurance coverage. Upon doing my own research, I found that this was in fact, a lie, and my insurance coverage would have been sufficient. This resulted in an unnecessary charge. 
Upon return of my vehicle, I was told that there was damage to the vehicle. i was shocked to hear this, since they were talking about a scratch to the vehicle that was there when i picked up the vehicle. I informed them this " damage '' was previously there, and I indicated on the contract where that damage had been marked off when picking up the car. And since I had purchased insurance i was forced to get, that it should cover it anyway. They informed me that the insurance they sold me would not cover this type of damage. In conclusion, I was charged over XXXX dollars incorrectly. I did not sign the closing of the contract and asked to speak to a manager, to which they refused .I wish to dispute the entire charge with the exception of taxes and the airport fee. I wish to state there was no damage to the vehicle on my behalf, and have included the video i took the day i received the car, showing the damage XXXX has stated. I also would like to state, as to the claim of a missing license plate, I have no knowledge of that, as I was not told of any of these charges, and only found out after phoning XXXX in XXXX to inquire about the XXXX dollar amount. I informed the staff I disagreed with all of their charges, especially after having been lied to about the mandatory insurance i was sold. 
Upon my return home, I was charged a total of {$420.00}, which is not only absurd, but false. I have attempted to contact XXXX corporate in the XXXX, but they can not even view the contract sine they informed me this location is a non corporate licensee, that does their own billing. This leads me to believe that they are not following XXXX standards. I have been unsuccessful with getting a resolution from reservations in XXXX US, thus I forwarded a copy of this email to the XXXX counter in XXXX, the general manager for that location, as well as to the social media team who was replied to me after reading out to XXXX on XXXX and XXXX. I also copied budget reservations in XXXX, the US, as well as corporate offices in XXXX XXXX. I attached a copy of the closed out contract, the initial contract, and my evidence of the condition the car was given to me upon pickup. There are XXXX videos, as well as photo of the condition of the car. One of the videos shows the car being inspected prior to checking out, and someone commenting in XXXX " we got one of the most banged up cars '' I disputed this amount with Chase as well, was denied due to their saying that they " verified the charge with the merchant '', and appealed again. A merchant making fraudulent charges that they " verify '' does n't make them accurate.

Company response to consumer: Closed with explanation