Consumer complaint received 2026-01-02 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: FL

Complaint narrative:
On XX/XX/XXXX, I picked up a prepaid rental vehicle from XXXX XXXX XXXX XXXX under Rental Agreement MIA-XXXX. The rental had been prepaid through XXXX for {$160.00}. At pickup, XXXX placed a security deposit hold of {$330.00} on my credit card. 
Upon returning the vehicle on XX/XX/XXXX, XXXX issued their final receipt showing total charges of {$340.00}, comprised of my payment of {$180.00}, the XXXX prepayment of {$160.00}, and a refund of {$150.00}. XXXX XXXX XXXXeceipt explicitly states " REFUNDS : $ XXXX, '' documenting their determination that {$150.00} of the original {$330.00} deposit should be returned to me. This merchant-initiated refund was properly processed by the card issuer and appears as a negative {$150.00} credit on my XX/XX/XXXX statement. 
On XX/XX/XXXX, I filed a dispute for the {$180.00} that XXXX had retained from the deposit, alleging overcharges including unauthorized add-on fees. The card issuer investigated and ruled in my favor, issuing a permanent credit for the full disputed amount. Following these transactions, my account reflected a net balance of {$0.00} owed for this rental ( {$330.00} deposit - {$150.00} merchant refund - {$180.00} dispute resolution credit = {$0.00} ). 
In XX/XX/XXXX, I discovered the card issuer had rebilled the {$150.00} merchant refund to my account. This transaction appears on my XXXX statement explicitly labeled " XXXX XXXX {$150.00}, '' indicating the card issuer reversed XXXXXXXX XXXX  legitimate refund without my authorization or any documented justification from the merchant. 
On XX/XX/XXXX, I filed a formal dispute of this {$150.00} rebill. On XX/XX/XXXX, the card issuer denied my dispute via written correspondence ( Claim ID : XXXX ). This denial letter contains fundamental deficiencies that constitute violations of the Fair Credit Billing Act : Failure to Investigate the Actual Disputed Charge : The denial letter references " Transaction Post Date : XX/XX/XXXX, Transaction Amount : {$330.00}, Dispute Amount : {$150.00}. '' This response demonstrates the card issuer failed to investigate the actual billing error. I am not disputing any portion of the original deposit transaction. I am disputing a separate, subsequent rebill transaction that appears on my XX/XX/XXXX statementa unilateral reversal by the card issuer of a merchant-issued refund. The transaction labeled " XXXX XXXX {$150.00} '' is distinct from the original deposit charge. By referencing the original deposit transaction rather than the rebill, the card issuer violated its obligation under 15 U.S.C. 1666 ( a ) to investigate the actual disputed charge.

Complete Absence of Documentary Evidence : Under 15 U.S.C. 1666 ( a ) ( 3 ) ( B ) ( ii ), when a creditor denies a billing dispute, they must provide documentary evidence demonstrating the consumer 's obligation to pay the disputed amount. The denial letter provides XXXX supporting documentation : No authorization from XXXX XXXX XXXX XXXX  to reverse their refund No contractual basis establishing my obligation to pay the rebilled amount No explanation of why XXXXXXXX XXXX documented refund decision was erroneous or invalid No merchant communication supporting the rebill transaction No evidence that XXXX requested or approved the reversal of their refund Inadequate Investigation : The denial letter states only that " services were received or available to use. '' This generic assertion fails to constitute a reasonable investigation under 12 CFR 1026.13 ( c ) because : It does not address why the merchant issued a refund if the deposit was legitimately retained for services It provides no analysis of whether the rebill transaction itself is valid It offers no explanation for reversing a merchant 's business decision to refund {$150.00} It ignores the card issuer 's own records showing the refund was initially processed in XX/XX/XXXX It fails to explain the legal or contractual basis for the card issuer to override the merchant 's refund determination Documentary Evidence I Have Provided : XXXX XXXX XXXX XXXX final receipt ( dated XX/XX/XXXX ) clearly showing " REFUNDS : $ XXXX '' as a line item Card issuer 's XX/XX/XXXX statement showing the merchant credit processed as a negative {$150.00} transaction dated XX/XX/XXXX Card issuer 's XX/XX/XXXX statement showing the unauthorized rebill as " REBILL-XXXX  XXXX XXXX XXXX dated XX/XX/XXXX Card issuer 's dispute resolution records confirming permanent credit issued for the separate {$180.00} dispute filed XX/XX/XXXX The card issuer 's own business records irrefutably demonstrate that XXXX XXXX XXXX XXXX made a business determination to refund {$150.00} from the deposit, which the card issuer initially processed in XX/XX/XXXX, then unilaterally reversed in XX/XX/XXXX without documentation, merchant authorization, or legal justification. 
Legal Violations : The card issuer has violated the Fair Credit Billing Act by : Failing to conduct a reasonable investigation of the disputed rebill transaction ( 12 CFR 1026.13 ( c ) ) Failing to provide documentary evidence supporting denial as required ( 15 U.S.C. 1666 ( a ) ( 3 ) ( B ) ( ii ) ) Investigating the original deposit transaction rather than the actual disputed rebill charge ( 15 U.S.C. 1666 ( a ) ) Reversing a documented merchant refund without justification, authorization, or explanation A rebill transactionby definitionreverses a previously processed credit or refund. The card issuer bears the burden of documenting why such a reversal is justified. The merchant issued the refund ; the card issuer processed it ; the card issuer then reversed it. The card issuer must provide evidence that the merchant authorized this reversal or that the original refund was issued in error. No such evidence has been provided. 
I am being improperly charged {$150.00} for a merchant refund that XXXX XXXX XXXX XXXX legitimately issued and that the card issuer initially processed. The card issuer has provided no legal, contractual, or factual basis for reversing this merchant-initiated credit. I request immediate reversal of this unauthorized rebill and compliance with federal consumer protection requirements.

Company response to consumer: Closed with explanation