Consumer complaint received 2022-01-30
Company: JNR Adjustment Company, Inc
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: Overcharged for something you did purchase with the card

Complaint:
This related to collection attempts by JNR Adjustment Company, for disputed charges by XXXX XXXX a XXXX. The charges in dispute are related to the return of a car I rented on XX/XX/XXXX and returned on XX/XX/XXXX. The car rental was arranged and paid in full on XX/XX/XXXX through the XXXX XXXX and Banking special offers site and with an XXXX XXXX credit card. Through that site, I was able to find a deal and had to pay the full rental in advance. 

On XX/XX/XXXX I picked up my rental car in XXXX ( when XXXX provided us with our car an hour later than the agreed-upon time when I paid for the car ). At that point, I added my daughter as an additional driver and I was expecting to pay for that charge at the return point ( for about {$13.00} a day or {$40.00} for the 3 days ). We were doing a one-way trip and my agreed drop-off place was in XXXX XXXX, on XXXX XXXX XXXX scheduled for XX/XX/XXXX. 

On XX/XX/XXXX, on my way to return the car to the agreed location, which I had never been to before, I took a wrong turn and ended at another XXXX return rental location also on XXXX XXXX and less than 2 miles from the designated location I should have gone to. When I pulled in, I was unaware of the fact that this was the wrong agreed upon location, located about 2 miles away.

Once I pulled in and the wrong drop-off, an attendant approached, scanned the bar code on the inside part of the door of the car, and after that, she didnt mention at any moment that I was at a different drop-off location of the one that my contract said. Had she said that I would have been able to leave this location and drive back the 2 miles, which would have taken me about 5 minutes. Not only she didnt mention it at the moment of scanning, but she quoted me a " balance '' I owed. Since I had paid in full at reservation, I inquired about it, and she replied with an untruthful or erroneous explanations and rushed me out ( see below ). 

This is what happened at that point : After the initial scanning, she said that my final settlement would be about {$400.00}. At that point I told her that it didnt make sense since I had pre-paid about {$800.00} for the rental already, all fees included, and all I was expecting to pay was the additional driver and gas ( half gas of tank for {$9.00} a gallon, or about {$90.00} ). She then told me that I hadnt pay anything in advance, which I disputed, she checked her scanner screen, showed it to me, and told me that I had received a voucher, and vouchers are reimbursements for the {$800.00} and that my final cost was the {$400.00}, because you never pay in advance and that is the way car rental works. I told her I didnt believe that voucher was a refund but a reflection of my payment, and I inquired about some additional charges I could see on the screen. Instead of explaining anything else, she became impatient, and reassured me that I was receiving a reimbursement printed a receipt for {$45.00}, gave it to me, rushed me out of the return area by pointing to the sidewalk, and walked away to talk to the next car. 

At that point, I checked my credit card app, which showed several pending charges from XXXX : {$200.00}, {$470.00}, and {$45.00}, and the mentioned charge for the rental on XX/XX/XXXX, for about {$810.00}. Knowing that I may have to wait another hour to talk to an agent on-site, and not being able to do that because I depended on another person to pick me up, I decided to wait until the charges shown on my credit card. When the additional pending charges finally went through on XX/XX/XXXX, the one standing was the {$470.00} charge. 

At that point, I called customer service and after a long wait, I was finally able to talk to an agent who told me that he could not do anything for me because I dropped the car at the wrong location. I was livid to realized that even after my inquires, the attendance at the drop-off location didn't ask me if I really wanted to use that location instead of the agreed upon just 2 miles down the road, when she knew ( or should have known ) that by dropping the car there my rate would go up by 50 %. Not only she didnt inform me when I first arrived that I was returning the car to a different location from the one I was supposed to according to my rental agreement, but once I inquired about additional charges, she gave me inaccurate information and reassured me that I was receiving a " refund, '' which wasnt true. 

The XXXX phone agent told me that he could do nothing because the charges were my fault for dropping the car at the wrong location. I disagreed with that statement because I inquired about the unexpected charges and I was told that I should expect a reimbursement, which never happened. He suggested sending a written request of reimbursement to an email address XXXX, which I did, with the same information I already related here. Besides the automatic response sent by the system, I have not heard anything else related to that inquiry. It seems now clear to me that that information was also inaccurate. 

The same day, and since I had rented the car through the XXXX members ' website, I decided to call XXXX bank and ask them for a dispute through my credit card. The XXXX agent took all the information related here, and proceed to initiate my charge dispute request for the amount charged minus my estimate of the additional driver and gas ( {$130.00} ). At that point I had not received a detailed invoice from XXXX. All I had was the {$45.00} receipt for additional products plus fees given at check-out which I could not understand ( and that the agent was unable or unwilling to explain to me ). 

On XX/XX/XXXX XXXX informed me that the dispute had been resolved in my favor. The next day I received a letter from XXXX requesting full payment for the exact amoung of the disputed charges. The letter also said that I have 60 days to dispute the charges directly with them. 

On XX/XX/XXXX I sent an email to the address included in the letter and a physical certified letters through the USPS explaining the same information I have related here. I included a check for the {$21.00}, which were legitimate charges ( for the gas I had calculated myself ), which was cashed on XX/XX/XXXX. A month after I received the first letter, I got another invoice which reflected the additional payment. Besides that, I haven't received any additional communications from XXXX acknowledging that they had received my letter and email. In late XXXX I received another letter from XXXX informing me that they had placed me on a no-rental list, but no other requests for payment were sent to me. On XX/XX/XXXX I received a letter from JNR Adjustment Company , Inc. on Florida, a collection agency demanding payment for {$320.00}. Today, XX/XX/XXXX, I contacted my credit card company, which was completely unaware of the situation beyond the dispute with them being resolved in my favor. I was also informed by Mint ( the financial site owned by XXXX XXXX XXXX ) that a annotation has be put in my credit report, along a recommendation to check it out ( I suspect that it is a negative annotation on my credit, but I haven't been able to check it out ). My credit card company agents and managers listened patiently but said that they can't really do anything regarding this disputed debt being sent to collections. At this point I feel that my only option is going ahead and pay for a charge obtained by XXXX under falls pretense ( " you are receiving a reimbursement '' ) that prevented me a very easy solution to the origin of the charge : driving for 5 minutes to the actual location of the drop off.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation