Product: Debt collection

Complaint Hub : Consumer Complaints XXXX XXXX XXXX Serving XXXX XXXX XXXX View ComplaintHelpLogout Complaint ID # XXXX What is the next step? 
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Complaint Overview Complaint Information Complaint ID : XXXX Filed with : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Phone : ( XXXX ) XXXX Email : XXXX URL : http : XXXX Date Filed : XX/XX/2020 Consumer Information Name : XXXX XXXX Address : XXXX XXXX  XXXX XXXX, GA XXXX  Daytime Phone : ( XXXX ) XXXX Evening Phone : None Provided Fax : None Provided Email : XXXX Business Information Business Name :  American Express Company Address : XXXX XXXX , NY XXXX Phone : -- Complaint Details Hello, I am writing about a major issue I have with American Express XXXX Both of my cards just got sent to collections this week. The issue that I have is that I was a great customer for years never missed a payment. In XXXX my son had XXXX which caused thousands of dollars. I called AMEX and asked if I could do a pymnt arrangement at the time they said No. I paid the bill then in XXXX my husband started to deal with health issues which caused him to be out of work for months, and left me only working. I called then, and because my accounts were not delinquent they said there were no options for me. I kept calling then finally I was over my head. I called again and then the lady finally said since I was 3 months behind said we have a program that you can try she explained and said you will need deposit. I didnt have it at time so told her I would call once I recieved the funds. When I called back to enroll they then told me something completely different, so I got tired of rollercoaster and asked for supervisor. They then transferred me the supervisor said he would put in complaint around the fact that I shouldve been told about hardship plan before it got this bad. Then they would review calls around receiving wrong information, then they will call me within 72 hrs. Never received call, so I called back. Then someone put notes on account and said same thing but this time within 48 hrs and he said nothing will happen to accounts. Then No call, so then I called last week on Thursday the rep said I apologize there are so many notes on you calling. Im sorry this has yet been resolved. He then told me I will personally reach out to supervisor and make sure your accounts are secured until you speak to supervisor around the complaint and what we can do for you. Then the next day my accounts were sent to Collections Agencies and then they would not speak to me and was very rude. I was a customer who did right and due to health problems and serious issues instead of just doing the minimum by at least following up. They never did now my credit and cards are gone. I am seeking to see if possible if anyone can do something for us. We worked so hard on trying to do right and build our credir for this to happen hurts and especially because we really did our part. They lied and never kept there word. Is there any chance we can be restored our services and this not be reflected on our credit. We have a family to support. and will pay our debt just cant believe its legal for them to do this after they said they will hold my accts until i spoke to supervisor. Unfair practices they gave so much wrong info its wrong to the customer and causes so much impact like now.