Consumer complaint received 2023-11-21
Company: AMERICAN EXPRESS COMPANY
State: LA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
The same issue happened last year when I started my payment plan in XXXX. I had to file a dispute due to the fact Amex didnt set me up correctly as authorized and I was flagged on the credit bureau XXXX However this year in XXXX it was much worse. 
I have started making a log of calls American Express. On XX/XX/XXXX I called into XXXX -- XXXX. I spoke with XXXX. We were on the phone for approx XXXX min. I called because I don't understand what is going on with my account and feel I have been treated unfairly as a consumer as a long time customer with American Express. I called in because it came through my credit reporting that my American Express was charged off with a balance. Today when I called in I wanted to file a dispute directly through AMEX as I will be filing dispute against AMEX with all the credit reporting agencies as well as the Consumer Financial Protection Bureau ; as this issue has happened to me for the second time and I fear it will continue to happen again to innocent people as myself. I completed my payment plan on XX/XX/XXXX for {$140.00}. When that plan was authorized over a year ago the same thing happened and someone at AMEX company failed to set it up properly. I authorized it on a recorded call however it was Not set up d and I was reported for 3 months late in XXXX to the credit bureau. However, someone there at American Express knew they made an error and finally fixed it last year. 

This year on XX/XX/XXXX I was to go onto a XXXX payment plan. I authorized the payment plan on a recorded call and it was supposed to be drafted monthly. However NO I was not aware of this ; but the payment plan was not set up again on AMEX end and I had a lot going on and did not realize it. I lost my job and had a terrible car accident where my car was totaled. I did receive some voicemails but there was no Persons name or No company 's name was left or no call back number left until XXXX XXXX. I then received a message and was told that I was being turned over to collections. I had a name and number I Immediately called back that day and I pleaded to hear the recorded call from XX/XX/XXXX and was told they didn't have it and I was going to just have to deal with it. The lad then finally gave me another number where I called and asked for help was put on hold for XXXX mins. No one came back I was just hung up on. 

I received an email wanting me to set up a payment plan online and I MYSELF went online and though I had set it up personally. I put my account and routing number into the computer online. I thought it was set up. That was around the first of XX/XX/XXXX. I kept getting emails wanting payment so I called in on XXXX XXXX to see if I was set up and was told NO. I was transferred to a supervisor. I was upset he made me CRY uncontrollably and transferred me back to the gentelman I was talking to at first and he set me up and I beleive and hope it's fianlly set up. It's unbeleiveable. 

This has been a nightmare for me and has affected my credit score to the point now that my car is totaled I'm unable to purchase a vehicle and issues finding a job. This is not acceptable. I've always paid you. I am now set up on a payment plan does this mean I'm going to show up as charged off with a debt and still pay you off? I need this issue corrected Please ASAP. Please see the attachments below. 
I wanted to file a formal dispute here. I have been harrassed and Amex is not honest. I worry not only for myself but for other innocent consumers. I should not have ever been sent to collections. I'm asking for help. Please advise.

Company response to consumer: Closed with explanation