Consumer complaint received 2026-06-09 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: CO

Complaint narrative:
I am filing this complaint against Chase for a broken dispute resolution process regarding Claim ID : XXXX. Chase prematurely closed this case using old evidence, completely ignoring a 30-day investigation window established by a supervisor on XX/XX/year>. Following a vehicle rental via XXXX XXXX XXXX XXXX XXXXXXXX, I acted in good faith and paid over XXXX Euros for physical repairs, admin fees, and loss of use, and XXXX Euros for a diminution in value charge. I disputed ONLY the line item for Diminution in Value totaling {$1300.00} ( the XXXX Euros charge ). Clause 8.b. ( ii ) on page 8 of the Terms and Conditions of the Rental Agreement states what the renter is liable for : To the extent that any repair does not fully restore the value of the Vehicle a reasonable sum for the diminishment of value as determined by an independent motor engineer or by any other relevant service provider. The charge was disputed with the merchant who initially justified the charge in an email citing the same diminution in value/independent evaluation clause but did not provide documentation this had occurred. When a copy of the report was requested, an XXXX supervisor responded by email, explicitly admitting to charging an industry standard of 20 % of the repairs and ignoring the contract clause. When asked to provide the correct documentation per the contract XXXX ceased communication I am not disputing that a diminution in value can be determined and charged under the terms of this agreement. What is being disputed is whether there is a legitimate diminution in value of XXXX Euros as determined by an independent evaluation. Chase has failed to address the issue being disputed. The evidence included in the dispute denial does not demonstrate XXXX provided any evidence that these repairs did not fully restore the value of the vehicle or that an evaluation was conducted. The invoice shows this fee was calculated as an arbitrary, flat 20 % multiplier of the repair costs, rather than determining actual loss in value ( which is unlikely with cosmetic damage that was fully repaired ), directly violating the signed rental contract. This is clearly a padding the bill, fraudulent charge, that Chase should protect me from as the card issuer. I provided sufficient evidence to Chase including the full email thread with XXXX, the contract showing the independent evaluation requirement and the itemized invoice related to the charge, which I have attached to this complaint. On XX/XX/year>, an outsourced agent from Chase called requesting I provide a new invoice from the merchant showing the diminution in value charge was removed. I repeatedly explained that would be impossible as the merchant is not admitting the fraudulent charge and has discontinued communication. I stated that requesting the card holder to get a document that would require the merchant to admit wrongdoing is not possible or reasonable. This agent ignored my statements about the contract terms and repeatedly made scripted and irrelevant statements, and refused to transfer me to a manager. On XX/XX/year>, I received a voicemail from XXXX from Chase Disputes department requesting additional documentation. I returned the call 45 minutes later and spoke with another apparently outsourced representative, XXXX, who repeatedly cut me off stating it was moved to the second level of the dispute process as I had not provided the documents requested in the voicemail left 45 minutes prior and would not address the actual content of the dispute. I successfully escalated the call to a Chase Supervisor named XXXX. XXXX reviewed the file, agreed that XXXX 's evidence was insufficient, stating that it does not remedy the dispute and so it was moved to the next level. When asked what that means, he replied that XXXX had 30 days to provide evidence of a formal independent evaluation. When asked what would happen if XXXX doesn't provide proof of an independent evaluation, he stated the dispute would be settled in my favor. XXXX has failed to produce evidence of an independent evaluation. Chase did not wait out the 30-day window, but instead pulled XXXX previous response from XX/XX/year>, and used it to issue a generic denial letter on XX/XX/year>. Chase closed the dispute 24 days after XXXX said they were given 30 days, entirely failing to conduct a reasonable investigation as to the validity of the charge or honor its own supervisor 's deadline or his assessment that the evidence provided XXXX was insufficient for the charge.

Company response to consumer: Closed with explanation