Consumer complaint received 2024-09-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: DC

Complaint narrative:
On XX/XX/XXXX, I rented a car from XXXX in XXXX, XXXX with my family. I picked the car up at the airport in XXXX. On XX/XX/XXXX, the car had a flat tire. The equipment ( XXXX  XXXX, etc ) to change the tire was missing from the car. We called XXXX customer support and were asked to wait for more than XXXX hours. We had to wait in the sun without access to water. I was with my XXXX old son and elderly parents. 

When the technician arrived to change the tire, he commented on the fact that the tires were extremely worn and in dangerous condition. The unsafe condition of the tires can be seen in the images that XXXX shared. The tires show significant wear and lack of proper maintenance over an extended period, rather than damage from our single rental of 4 days and low mileage : 1. Uneven wear patterns : The tires show irregular wear across the tread, suggesting long-term alignment or suspension issues.

2. Severely worn tread : Multiple images show the tire tread worn down significantly, with some areas nearly smooth. This level of wear occurs gradually over thousands of miles.

3. Cracking and weathering : There are signs of age-related deterioration, including small cracks and weathering of the rubber. This develops over time, not during a short rental period.

4. Exposed cords : Image 4 shows what appears to be tire cords becoming visible, indicating the tire is worn well beyond safe limits.

5. Debris buildup : There's accumulated dirt and debris in the tread grooves, suggesting extended use without proper cleaning or rotation. 
XXXX. Brand wear : The " XXXX '' ( likely Efficient ) branding on the tire sidewall is partially worn away, which typically occurs over prolonged use. 

After the tire had been changed and later in the day on XX/XX/XXXX, an XXXX representative called me and instructed me to return the vehicle early due to it being " unfit XXXX XXXX. '' We returned the vehicle to the XXXX office at XXXX XXXX, were given another vehicle and returned the new rental the following day XX/XX/XXXX. 

On XX/XX/XXXX, I was charged {$XXXX} by XXXX. The rental was originally quoted at a price of {$XXXX}. 

On XX/XX/XXXX, I alerted XXXX to the incorrect charge and filed a dispute with XXXX which manages my credit card. Despite multiple e-mails, XXXX did not respond with documentation or an invoice until XXXX XXXX 115 days after the rental occurred. 

XXXX determined the XX/XX/XXXX charge was legitimate but did not share any documentation or evidence. On XX/XX/XXXX, XXXX discounted the damage charge and a credit of XXXX was issued to my XXXX account. 

On XX/XX/XXXX, XXXX charged my credit card again for {$960.00} the exact dollar value that I disputed from the XX/XX/XXXX charge. 

On XXXX XXXX, XXXX wrote that the XX/XX/XXXX charge " appears to be a tow bill. '' XXXX provided no invoice nor documentation of any kind for the " tow bill ''. The car was never towed. I returned the car a day early- on XX/XX/XXXX - to the XXXX lot at the airport which is documented in the form titled XXXX XXXX XXXX. The form clearly indicates on the top left that the car was returned on XX/XX/XXXX. I returned the car a day early because XXXX told me to return the car immediately due to the fact that it was " unfit XXXX XXXX '' On XX/XX/XXXX, XXXX proceeded to add that the rental counter has advised us that the charge is valid and will be upheld. Any additional dispute will need to be done directly with the rental country. 

My last communication with XXXX was XX/XX/XXXX. The XXXX representative wrote the rental counter has advised that the charges are valid. Additionally, this location is independently owned and operates as a franchisee of XXXX XXXX XXXX, due to this we must uphold their findings. We have noted your additional comments under you case file but are unable to make any adjustments on your rental. If you have any additional disputes you will have to file the disputes with the location directly. 

XXXX provided no documentation and did not provide an invoice for the XX/XX/XXXX charge of {$XXXX}. XXXX did not provide an email address for the location. The XXXX corporate website states that " In XXXX, XXXX XXXX XXXX acquires XXXX XXXX XXXX. The transaction re-unites XXXX XXXX XXXX with its licensee for XXXX, the XXXX XXXX, XXXX and XXXX. '' Starting on XXXX XXXX, I sent a series of e-mails to XXXX contesting the XX/XX/XXXX charge from XXXX for {$XXXX}. I have written to XXXX. I also called customer service. I have had no response.

Company response to consumer: Closed with explanation