Consumer complaint received 2016-07-27
Product: Credit card — 
Issue: Billing disputes — 
Company: JPMORGAN CHASE & CO. (CA)

My wife and I reserved a rental car from XXXX, a foreign rental car firm, for a trip to XXXX in XXXX, 2016. When we reserved the car in the United States, we asked the XXXX representative to confirm that the reservation included ALL insurance, with the exception of collision damage waiver, for which we would be using our Chase credit card. We were expressly told that ALL insurance was covered. Prior to our departure, we confirmed this representation several times by phone. Indeed, the company 's web site also advertises this feature. When we arrived at the rental car facility, however, we were shocked to learn that insurance for theft of the vehicle was NOT included. If we did not add this surcharge to the contract, we would be held liable for the full replacement cost of the vehicle if it was stolen. This was, of course, contrary to what we had been told on numerous occasions about the insurance coverage. Moreover, we regarded this " threat '' as a high-handed, last-minute attempt to extort additional money from us. ( Moreover, this was itself a misrepresentation because the insurance would, in reality, cover only the deductible for theft since XXXX has a master policy for theft protection for its vehicles. ) Since we needed the car for all of our vacation plans, we assented to this charge under protest. But we informed the representative at the counter that this was contrary to what the company had told us on numerous occasions, as well as what was represented on the company 's web site that ALL insurance ( with the exception of XXXX ) was included. 
When we returned to the United States, we disputed this portion of our bill ( {$130.00} ) with Chase. In late XXXX, we were contacted by XXXX XXXX, a Chase representative to discuss the matter. I provided additional information to him regarding the dispute. XXXX XXXX then accessed the XXXX web site and saw the company 's representation that a quote included all insurance. Based on that, he indicated that the credit would be made permanent. 
Subsequently, we were again contacted by Chase. I responded to them by telephone at a number they indicated on the letter. Contrary to what XXXX XXXX had told us, the charge was still in dispute. I asked the representative to listen to the recording of the call I had had with XXXX XXXX. She indicated that only a supervisor could do that, but would make the request. 
On XXXX XXXX, 2016, I received a call from a Chase supervisor, XXXX XXXX. He stated that he had listened to the recording several days earlier. Contrary to what XXXX XXXX had told me, he stated that the recording did not indicate that the matter had been resolved. I asked to listen to the recording, or to receive a transcript of it. Both of these requests were refused. I urged him to listen to the recording again. He was vague as to whether he would do so. 
During the call, it was apparent that Chase is violating various statutes and regulations designed for dispute resolution process. First, an earlier Chase representative acknowledged that it had received NUMEROUS complaints about this company and its deceptive practice of getting consumers to take additional insurance at the counter. XXXX XXXX refused to consider this fact in considering the merits of our dispute. I urged him to recognize that our complaint was obviously consistent with those of dozens of other consumers. Second, XXXX XXXX refused to extend the time to resolve the dispute, notwithstanding that we had just received a written request for additional information from Chase. And, finally -- -and most disturbing -- -- XXXX XXXX XXXX position on disputes does not allow for any oral misrepresentations or review of primary documents such as the company 's web site. In his world, there is no fraud or deception because you " agreed '' to the charge at the count