Consumer complaint received 2026-06-02 00:00:00
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.
State: NY

Complaint narrative:
To Whom It May Concern : I wanted to recount my experience with not only Chase XXXX, but with filing this dispute and with XXXX XXXX. I took a trip with my XXXX XXXX XXXX, and booked a rental with my Chase Sapphire Card and paid for the rental then, for XXXX. Weeks later on XX/XX/XXXX, I arrived after many hours of travel at the XXXX XXXX rental counter with a copy of the rental agreement I had already paid for. I also had a digital copy and receipt. When I arrived, I was asked for my credit card and ID. I provided the information I had received from Chase, and the rental agreement, and was told I would be charged a {$5000.00} hold on my account, which the representative would not return unless I agreed to sign a document he was providing for an upgrade that I explicitly stated I did not want. I repeated multiple times that I had already paid for the car, that I had insurance for the car through my card. I was told if I wanted the car ( which I had already paid for through Chase ) that I had to do what they wanted. I was scared, and had my XXXX XXXX with me. We were stranded. The representative would not release the car, nor would he return my credit card, nor would he return the money. With no other options, I signed the paperwork to take the car and begged for the money to be put back on my account as I was in a foreign country. I called Chase immediately and reported this incident while we were still at the car rental place to ask for assistance and help. I was a ) hung up on multiple times b ) told I would have to file a dispute via a text link, which I was never sent. When we left the facility, I then had additional charges of almost {$1500.00} charged to my card. When we returned to the facility, I again called Chase to ask what to do and was told I would have to file a fraud case. I at this time had 3 separate charges, plus various charges, refunds and credits from XXXX, and no followup from Chase, even though I was requesting assistance with a Chase XXXX issue. I called AGAIN on XX/XX/XXXX, and was told that because of my experience not only would I need to file a fraud case, but I would also ( their words ) definitely have the full amount of the rental refunded because of my experience. I submitted this documentation to Chase XXXX via XXXX. I was assured a complaint would be filed against the car rental service. I also submitted a fraud charge for the amount that had not already been refunded by XXXX. When I submitted that fraud charge, XXXX cancelled the refund and I was charged {$1000.00}. I then called back to follow up, and was told I disputed the wrong amount, and it would have to be redone. I never heard back from Chase XXXX. I never heard back about my complaint against XXXX XXXX, even though my reservation was through the trusted Chase XXXX. I have now called over 11 times disputing this. Today, I was told the dispute was rejected because I didnt provide any evidence. When I asked how I would provide evidence when the car was clearly paid through Chase XXXX and your own bank has the receipt and I had sent evidence via email and called multiple times and had recordings of my call on record, I was told I could simply resubmit. The way this has been handled and the way I have been treated is disgusting. I am both disappointed and also believe that not only has Chase mishandled the fraud case this, but that dispute has also been mishandled as well. I now have {$1600.00} in charges for a car that I paid for through Chase, and I am being told I have to resubmit everything.

Company response to consumer: Closed with monetary relief