Consumer complaint received 2024-08-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
I reserved a car through Chase XXXX on XX/XX/XXXX and paid {$370.00} through travel rewards points ( e-mailed receipt included here ). I had no problems picking up the car at XXXX on XX/XX/XXXX at the XXXX, Maine airport. XXXX was able to find my reservation right away and asked for a credit card to have on file. I expected and totally understood I would have to present a credit card as in common practice in car rentals. 





After returning the car on XX/XX/XXXX, I get an e-mail receipt from XXXX and see they charged me {$200.00} for the rental ( itemized and finalized receipt included here ). I immediately went to the XXXX front desk to explain my reservation had already been pre-paid when I came to pick it up. They looked up my info and were able to confirm I did have a reservation, but there was no payment made for it, and as a result they had to charge the card I put on file when I picked the car up. Since I reserved through and received a receipt from Chase, I was under the impression that my bank 's travel agency had already paid, and that I was only putting the card for a deposit. 

I called Chase later on XX/XX/XXXX for an explanation and the agent ( XXXX but not totally sure of name ) told me ( 1 ) the real price of the rental was {$370.00}, ( 2 ) XXXX had made some sort of error on their side, ( 3 ) the {$200.00} charge would not go through, and ( 4 ) to not contact XXXX and just work through Chase- basically to just disregard the charge completely. When I asked her if I could have all of this information in writing, she put me on hold for the 3rd or 4th time and then said she wasn't able to send anything in writing - I just had to call Chase back if I wanted to follow up. It was concerning she both refused to send me the information in writing and was so adamant I not reach out to the car rental agency. 

I feel like she really misguided me on all XXXX points - my card statement showed that the charge from XXXX  for {$200.00} actually went through on XX/XX/XXXX, and when I called XXXX on XXXX they were happy to help and immediately provided a finalized and itemized receipt for {$200.00} ( just for my sanity I asked the XXXX agent to confirm and he validated that is the real true price the car rental company charged for my car reservation ). 

After waiting and failing to see the {$200.00} be taken off my card, I called Chase back on XXXX and spoke with XXXX. I asked XXXX several times why Chase charged me {$370.00} for a car that actually only cost {$200.00} to rent ( as evidenced by the actual rental company and the finalized receipt included ), and he answered " Well that's what I want to ask you, can you explain that? '' but not much else. He asked me why I put a credit card down when I first picked up the reservation if I thought it was already paid, as if that isn't a policy from the rental agency. I asked XXXX for a clear explanation for the discrepancy in pricing, since XXXX was very transparent in how much this reservation cost, but we kept talking in circles and it felt like I was getting the runaround. Chase at this point has blamed both XXXX and me for something done on their end. I'm still currently out {$570.00} for this car reservation valued at {$200.00}. 

Despite more follow-ups during the XXXX call and my asks for clarification, XXXX failed to provide any explanation and continued to ask if I did anything on my end that would cause the additional {$200.00} charge from XXXX. I did return my car later a few hours after the scheduled time, as I was very XXXX from the ferry on my way into XXXX around the time the car was due and was not in condition to drive. I called XXXX XX/XX/XXXX to explain that I would be late due to a XXXX XXXX and that I couldn't be on the road right now, and they graciously offered to extend my reservation for a few hours free of charge. I am under the impression that means I didn't do anything to cause extra charges, but please let me know if you disagree and if you need me to call Budget ( against XXXX 's wishes ) to confirm I am telling the truth. 

XXXX finally explained that I had two options, I could either ask for an itemized receipt from Chase OR escalate my issue and file a claim with them - I couldn't get both of those things. I mentioned I would look into filing a CFPB complaint first and he was quick to get off the phone.

Company response to consumer: Closed with explanation