Consumer complaint received 2025-02-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
Urgent Request for Refund Prepaid Car Rental Dispute To whom it may concern, On XXXX XXXX XXXX, I prepaid for a rental car in the amount of {$430.00} which was taken from my bank account, scheduled to be picked up at XXXX XXXX XXXX in XXXX XXXX, XXXX, on XXXX XXXX XXXX. However, when I arrived to pick up the rental car, the XXXX XXXX XXXX agent ( officially operating as XXXX XXXX XXXX XXXX XXXX XXXX ) informed me that my reservation was declined because I didnt use a credit card, even though I had already prepaid with my debit card and the funds had been removed from my bank account. I explained that my debit card had sufficient funds to cover the remaining balance, but I was still denied the rental. I was advised that my reservation would be voided and that I would receive a refund in a few days, which never happened. 

Since then, I have contacted XXXX XXXX XXXX XXXX XXXX my bank, and XXXX ( the third party that processed my payment ). After filing a complaint with the XXXX XXXX XXXX XXXX  directed me to XXXX for my refund. When I reached out to XXXX, they acknowledged that my reservation was mistakenly marked as a no-show and advised me to contact my bank to have the payment reversed. However, when I contacted my bank, they initially considered it fraud, but since XXXX error was confirmed and my temporary credit was reversed in XXXX, my bank stated that the matter was out of their hands. Even though XXXX admitted in XXXX that my bank should process the refund, they later reversed their position in a XXXXXXXX XXXX complaint and falsely told my bank I was a no-show. 

I have been dealing with this issue for nearly four years and have tried every avenue, but the reversal of payment never occurred. In an attempt to resolve this, I even emailed XXXX XXXX XXXX XXXX XXXX explaining that if they reviewed the security footage from XXXX XXXX XXXX XXXX XXXX XXXX, they would see me and my son in the lobby, yet they never responded. I have faxed all necessary documentation to my bank and provided copies via email to the car rental establishment, but this issue remains unresolved. This is absolute fraud. 

Additionally, I have written confirmation from my XXXX case ( # XXXX ) that XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) acknowledged that my reservation was not used and instructed a supervisor to process a refund. Their response included the following : Please contact XXXX with reference to voucher # : XXXX. Please allow this to serve as your proof. On XXXX, the business rebuttal confirmed that the reservation was not used and asked that a supervisor refund this amount. 

This directly contradicts the claim that I was a no-show and serves as further proof that I am owed a refund. The reservation was never used, and I was physically present to collect the rental. XXXX XXXX XXXX  directed me to XXXX, who agreed to a refund if I contacted my bank, and now my bank states that XXXX is refusing the refund despite the written documentation supporting my claim. 

I am requesting my refund immediately and believe XXXX should be held accountable for their mishandling of this matter. I have provided the necessary evidence, and it is clear that my money has been wrongfully withheld. 

Please help me resolve this issue as soon as possible. This has gone on for far too long, and I will escalate this further if necessary. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation