Consumer complaint received 2025-10-23 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:
I am writing to formally appeal Chases recent decision regarding our dispute of certain charges by XXXX related to a car rental from XX/XX/year>, to XX/XX/year>. 

We received notice that Chase found the charges to be valid. However, we respectfully disagree with this outcome, as the central issues we raised were not fully addressed in the investigation. 

To clarify, we are not disputing the rental of the vehicle from XXXX. Our dispute concerns XXXX specific charges totaling {$750.00} : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Upon our arrival in XXXX, XXXX, we encountered an issue with our original reservation through XXXX and opted to rent a vehicle from XXXX instead. My wife, ( name omitted ), and I spoke with the XXXX representative, XXXX, to the best of our ability despite a significant language barrier. XXXX, who speaks limited XXXX, led the conversation. 

We communicated clearly that we needed an XXXX that could accommodate our luggage and, more importantly, that we wanted the least expensive rental package available. We informed the representative multiple times that we did not require any additional coverage, as our credit card provided the necessary insurance. 

The XXXX representative acknowledged our request and began asking about our travel plans, including whether we planned to leave XXXX. We explicitly stated that we had no intention of crossing any borders and therefore declined the XXXX XXXX option. 

Despite this, we were ultimately charged for both the XXXX XXXX and the XXXX XXXX optionneither of which we agreed to. Furthermore, the rental agreement was provided only in XXXX, and we were told an English version could be found online, which we were never able to locate. We signed the agreement under the assumption that it reflected what had been discussed and agreed upon verbally. 

Upon returning the vehicle, I noticed these unexpected charges and raised the issue with a different XXXX representative. We were informed that any billing disputes had to be addressed with XXXX headquarters in XXXX, XXXX. We contacted them the same day we returned to XXXX XXXX, followed up via email, and were eventually told that the contract had been closed and no changes could be made. 

We firmly believe these charges were added in bad faith, possibly due to the language barrier and our unfamiliarity with the local process. The agreement we were given did not match the services we requested, and our attempts to resolve the matter directly with XXXX were dismissed without fair review or complete understanding of what exactly we are disputing. 

In light of the above, we respectfully request to appeal the charges and that Chase reopen the dispute and reinvestigate these charges. Please find attached : A copy of the rental agreement ( in XXXX ), with the disputed charges highlighted Email correspondence with XXXX headquarters regarding our complaint Thank you for your attention to this matter, and we appreciate your reconsideration of our appeal.

Company response to consumer: Closed with explanation