Really unhappy with UR/Chase right now. Please tell me if you think I’m being unreasonable or not. I made a car rental reservation through the UR portal on my CIP account for 31k UR pts, which equaled $382. I noticed when I did the online check in with Alamo it showed the $382 fee, which I thought was kind of strange but wasn’t sure if that was normal or not since this is my first UR car rental. I called Alamo, then UR and after about 40 minutes on the phone with them I was assured it was fine, they don’t pay Alamo until the day of pickup. I used my DH’s Arrival Plus to guarantee the reservation since he was the primary driver and needed the cc needed to match the driver. This was probably a mistake in hindsight.
When we picked up the car, it still showed the dollar amount, but I (stupidly) thought this was still ok since I verified the reservation number matched my UR reservation. Well, guess what. Got home and my DH’s card was charged $382. I called Chase UR, who contacted Alamo, who refused to reverse the charges. Spoke with a supervisor who spoke with someone different at Alamo, who also refused to refund the charges. UR rep offered to reimburse me the 31k UR points, plus 5k “courtesy” points for my time and effort (I’ve been on the phone with them at that point for over an hour, plus the 40 minutes pre-trip). I mentioned this did not seem right as when I go to cash out my UR points to pay the cash fee I shouldn’t have been charged, I’m out $70. She (supervisor) indicated 5k was the most she could offer, that I would need to get with the CIP customer service.
Fast forward to several calls with CIP customer service and the UR rep (same manager), 60 minutes later, and the most the CIP customer service rep will begrudgingly agree to put in a request for is 2,700 pts (so that I can cash out for the full $382). He was very reluctant to even put this request in, and he indicated that this probably won’t be approved. I feel like I’ve totally been screwed over because I now have to pay $382 (which I had reservations for less but wanted to not use any cash), and if I cash out the 31k points, it only equals $310. I can also cash out the 5k for another $50, but after 3 hours on the phone being bounced around, and not doing anything wrong on my end, I feel like I should get the 5k UR as a true courtesy on top of the 7k to cash out to pay the cash fee.
If anyone’s still with me (sorry, this is super long!), do you think I’m wrong? My DH feels like we should just be happy we got the 31k+5k back (which trust me, I’m very grateful to not be out the UR’s and the money both), but I still feel like I’m out $70. It’s especially upsetting since I went to the trouble before we even left to verify the reservation was ok. What do you guys think? I’m just so frustrated right now!