Consumer complaint received 2021-08-16
Company: JPMORGAN CHASE & CO.
State: CA
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 booked flight and rental car reservation thorough Chase credit card and their Travel service for my trip to South Carolina for days XXXX to XXXX. The Rental car service company was XXXX. Due to Covid, I changed my flight schedule to XXXX instead ( 2 days less than original plan ). There was a " 24 hour cancellation policy '' in Chase Travel services for the car rental. Since my trip scheduled was changed to end on XXXX, I did not need those extra 2days for the car rental. Originally the car was rented for 5 days ( XXXX XXXX ) but because of this change, I did not need car for XXXX and XXXX. So, on XXXX, my husband ( I booked the car under his name, since he was the driver, not me ) called XXXX to cancel or if possible, re-schedule the rent date. This was a way before the travel date and the 24 hour cancellation policy. We talked to the XXXX Customer service line agent, named XXXX, his employee ID was XXXX. He clearly told my husband and me that there was no need to cancel, since if we drop the car earlier on XXXX they would pro-rate it and so that we would not pay the full price, which was XXXX dollars for 5 days rental. In other words, he clearly stated that if we drop the car on XXXX, they would pro-rate it and would not charge the full reservation price. My husband asked him for confirmation for this information, and XXXX provided his name and employee ID number for evidence. So, we just decided to keep it. We also called XXXX again for the final check on XXXX before we took out for our flight. At that time, my husband spoke with XXXX. XXXX confirms the information again, " Yes, they would pro-rate it if we drop the car earlier date which was on XXXX ''. 

So we just went through. The issue was occurred when we tried to get the car at South Carolina Airport XXXX location. We talked to XXXX. Per him, even though we drop the car on XXXX, the price will be the same, which was XXXX dollars. He said that he could not pro-rate it at all!. We explained everything, that we tried to cancel or change it on XXXX but their customer service agent gave us the wrong information, saying that it would be pro-rated! We could have cancelled it on XXXX but since they provided us wrong and false information, we kept the reservation, now they are saying they can't? So, we cancelled the reservation completely ( because we did not want to pay for those 2 days that we won't use the car at all. We could not pay for anything that we would not use at all. Because that was not fair ) and rented a new car at that location, paid about XXXX dollars. 

And I called and disputed this XXXX transaction thorough Chase Travel Service. They have their policy that they would protect the customer so that we would not be charged falsely, unfairly, and not charged for services that we did not even use. This was a false charge! and very very unfair. I explained what has happened in a very detail, but on XXXX, Chase said that there was nothing wrong with this transaction and they should bill for it. I really do not think that Chase Dispute Department contacted XXXX and explained what has happened to their clients to protect their clients. They did nothing to protect me and my right. This is a clear violation of their protection policy. I want to solve this issue. I do not want to pay for XXXX dollars because, first, I got false information from XXXX, which made me keep the reservation even though I was about to cancel on time, second, I canceled the service and I did not even touch the car at all! How come I should pay for {$560.00} for the car that I've never used at all! This is all nonsense but Chase did not try to solve this issue and protect their clients as they advertised on their terms and conditions. Please remember this car reservation was made through Chase Travel department and they could not help me to solve this issue, either. Please make things fair. I want to fight against this unfairness.

Company response to consumer: Closed with explanation