Consumer complaint received 2024-06-25
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (WA)

On XX/XX/XXXX I prepaid for a car rental reservation through the XXXX website. This was not a reservation but a fully prepaid booking and contract for a vehicle to be picked up in XXXX, XXXX on XX/XX/XXXX and returned to their rental office in XXXX, XXXX on XX/XX/XXXX. The quote I received for the entire prepaid booking was exactly the amount that was charged to my credit card on the same day as the booking. At no time was this referred to as a deposit or a reservation. In addition, this reservation was made 6 months in advance, allowing more than ample time for XXXX to correct any issues with my booking. 


Please note the Total of XXXX XXXX  PREPAID which includes the XXXX, One Way Fee, also PREPAID, for dropping off in a different country than picking up. 


Attached Exhibit A : Confirmation email at time of booking Attached Exhibit B : XXXX XXXX XXXX charge for booking On XX/XX/XXXX, XXXX week before my trip I received another email confirming my prepaid reservation and a link to my Voucher Exhibit C This email once again included the Total Cost : XXXX The link in this email allowed me to download my Booking Voucher Exhibit D which was necessary to collect my vehicle in XXXX and prove that it had been prepaid. 



On XX/XX/XXXX I arrived at the XXXX offices in XXXX, XXXX to pick up my vehicle. When I arrived, the man behind the desk began by stating we have a problem. He continued to say that the website made an error in charging me the wrong price and that he could not give me a car unless I paid an additional {$2600.00} USD. I responded that this is not going to happen as I have a PREPAID voucher and my contract states that this vehicle is to be given to me for the dates stated. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX  is a video I took of the agent telling me the XXXX website made a mistake and it charged me the wrong price. I told him thats not my problem as I prepaid my end of the contract 6 months ago, I did not make any mistakes, if there was a mistake made, it is their problem and they had 6 months to notify me. He said he understands but that there is nothing he could do and that I need to take it up with XXXX in the XXXX. He said he could also cancel the booking and I could rent elsewhere. 

This of course was ridiculous as I was on vacation in a foreign country, had already booked a flight home out of XXXX, XXXX where I was scheduled to return the vehicle and had reserved boutique hotels along my intended route that i would lose payment for OR the option to rent elsewhere was ridiculous too as Id be paying astronomical fees for a last minute booking, if I could even find one. Essentially my prepaid booking was being held hostage and the only choices I had were to lose thousands on pre booked flights and accommodations or pay their ransom to get the vehicle I had already paid for. I told him ( also on the video link above ) that I would pay this under duress and take it up with my credit card company when I returned as this is a definite breach of our contract. 

When I returned home, I sent an email to XXXX  Exhibit XXXX hoping they would step up and issue the refund. I received a response, Exhibit F promising to look into it and get back to me shortly. That was the last I heard from them and XXXX month later, I filed a dispute with Chase. 


Several weeks after filing the initial dispute I was notified that it had been denied. There was little information as to the reasoning and I called to speak with a member of the dispute team. I was told it was probably a cursory look at my case, I explained the circumstances and was told the case would be reopened and to submit evidence which I promptly did. A few days ago I was notified again that my dispute had been denied? Again I called and was told that the merchant responded that they gave me the option to cancel my reservation. 


This makes no sense, logically or legally. I had a contract with XXXX for a prepaid vehicle that unbeknownst to me, they had made a mistake in charging me for. Obviously, upon learning of their error, they wanted out of the contract however contracts cant be broken by just saying the other party can walk away or pay more money. Thats why we have contracts. 


XXXX is a XXXX based company who refuses to answer my emails and calls. Their business practices are suspect and they are rated an F on the XXXX  and a XXXX on XXXX, due to similar scams. Obviously I was naive in my confidence that this dispute with Chase would not be such a struggle. I have saved all of the documentation from payments made, to legal vouchers to video admissions that the merchant messed up, yet am still fighting this, months later. I am happy to speak in person to provide additional information or context if necessary and hope this can be resolved without my need to further escalate.