Consumer complaint received 2021-08-06
Company: AMERICAN EXPRESS COMPANY
State: PR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
C.F.P.B. and XXXX XXXX  Representative, I still find hard to swallow that I have to file another complaint, yes, because this is another one, but to XXXX XXXX, and to summarize what is already evidenced here at the C.F.P.B. and at XXXX XXXX  : XXXX. XXXX XXXX is a XXXX XXXX  subsidiary ; 2. XXXX XXXX approved my personal loan back in XX/XX/XXXX which allowed me to fully update my XXXX XXXX XXXX, with a {$2000.00} payment, as shown here many times, and even back then at XXXX XXXX XXXX Branch, which sent my documents to non other than XXXX XXXX, in order to evaluate my loan application which was approved, by XXXX XXXX, so is not incorrect to say, XXXX XXXX is XXXX XXXX ; XXXX. The remaining portion of that XXXX XXXX XXXX approved loan of XXXX XXXX, was used to pay directly to American Express a my American Express XXXX Credit Card, which was not required but because American Express is my oldest credit reference, and it was better to leave that account also paid as soon as possible, knowing American Express decided to ignore my faxes, phone calls and live chats with their bad customer service, and as most people I wanted to protect my credit, no matter American Express decided not to grant any kind of payment arrangement back then, no matter my 24 years relation with them by that date ; 4. I know the CFPB does not want us to use a copy paste, but the fact is XXXX XXXX  response to my complaint lacks precision, and also presents as my desire resolution in their words, without quoting my exact words or making reference to the evidence I submitted ; Here is a copy paste of their response, and I will present, once more, my response, dividing their response to be precise with mine :. " Company 's Response On XX/XX/XXXX, XXXX of XXXX XXXX ( the " Bank '' ) received a complaint from Mr. XXXX XXXX ( Mr. XXXX or the Complainant ) in which he claims that XXXX XXXX  reported his certified payment agreement for his XXXX XXXX XXXX XXXX, as paid to a collection agency. 
He also alleges that all 48 payments of this optional payment agreement were paid directly to XXXX XXXX  at their own branches. " This information presented by XXXX XXXX  is correct, but they do not include that the evidence I submitted is verifiable, that XXXX sold this credit card account to XXXX XXXX XXXX XXXX after the certified payment agreement was started with the 1st payment of {$120.00} as shown by the XXXX XXXX  receipt, that this action of selling this credit card account was not notified to me by any means by XXXX before I accepted over the phone on XXXX XXXX XXXX, that what this payment agreement includes is just what the letter from XXXX XXXX signed by XXXX  Manager XXXX XXXX on XXXX XXXX XXXX has in writing : I as customer, was never informed before I accepted the agreement, that XXXX could sell this same account, much less after the agreement was certified with the 1st Payment of {$120.00}. The collection XXXX XXXX XXXX recognized all this, informed in writing through here the C.F.P.B., that XXXX XXXX was going to repurchase this credit card account to solve this problem, and that the case was closed by XXXX XXXX, as informed by their legal representative in the CFPB received letter, XXXX XXXX XXXX. 

XXXX XXXX  does not recognize all this, and more importantly, that their XXXX XXXX  Attorney sent a letter that was contradicted with another letter by the same Santander Manager XXXX XXXX, in which she re certified that the account was still at XXXX XXXX, that the account was paid as I evidenced here at the CFPB, and at the credit bureaus, and that the certified payment agreement was Paid as Agreed with XXXX by myself and certified twice by XXXX  Manager XXXX XXXX, even paid s agreed 1 month in advance, and this 2 contradictory letters are from this year XXXX. But, as of today, this same credit card account still appears reported at the XXXX main credit bureaus as a collection account, and charge off, even as failed to pay for the same 48 months or 4 years duration of month by month payments. 

XXXX XXXX  does not mention all this in their response, but this account is disputed to me as showing incorrect information that damages all my possibilities for new credit in order to pay attention to my needs and this is penalized by the federal laws. 

XXXX XXXX  response : " However, the Bank is still reporting a closed balance of {$0.00} after charge off/ collection paid and this information is false. As a desired resolution he is asking that this account be removed from his credit report. '' This XXXX XXXX  response is also not precise as required by the Law : This account was paid under a certified payment agreement with XXXX XXXX exclusively to XXXX, not to a collection agency at all, that is what the credit report must say : but that is not what it says since XXXX XXXX XXXX, and now several years after, XXXX XXXX XXXX, i this account is still reported without precision, unfairly destroying any new credit opportunity if I request it, and leaving me only with unfairly too high interest credit options. 

And, I have to emphasize, I never asked this account to be removed from my credit report at all as XXXX XXXX  wrote in their response quoted by me above this lines. I asked to be reported correctly and with precision, as required : If since XXXX XXXX the payment agreement made on XXXX XXXX XXXX was certified and started this same agreement paid directly to the original financial institution in this case XXXX  , has to be reported just like that, Paid as Agreed since XXXX XXXX XXXX when the 1st payment was received, but that never happened XXXX XXXX response : : " Immediately following the receipt of this complaint, it was referred for investigation to the proper business unit. During the investigation, the Bank found that the Complainant had presented another complaint that was resolved by the Bank. On XX/XX/XXXX the payment was applied to the Complainants account and the Bank proceeded to correct the derogatory mark in the report. " But my credit report is still sowing the incorrect information. No one corrected anything at all. 
Bank Response `` XXXX XXXX Glance was generated in which it indicates that the account reflects a balance of {$0.00}. In this occasion the Complainant is complaining the that the account is still appearing in his credit report as closed balance of {$0.00} after charge off/collection paid. The account alleged was cancelled for charge off on XX/XX/XXXX, with a balance of {$6100.00}. The Complainant was making monthly payments of {$120.00} until he made his last payment on XX/XX/XXXX. Enclosed you will find a glance about the customer credit report where it states that the account is closed with XXXX  balance. XXXX is fully committed with compliance of any regulation that affects our operations and with the full satisfaction of our clientele. Should additional information or clarification be needed, do not hesitate to contact XXXX. 
" But XXXX XXXX  forgot to write, that I paid this credit card under certified payment agreement with month in advance last XXXX XXXX, not in XXXX, and that the credit report was showing it as not paid, and that their attorney XXXX XXXX decided to write what the evidence shows that is incorrect, that this account still had a balance that was not paid, and that the XXXX report was correct, until the same XXXX XXXX  Manager who certified this same payment agreement for this XXXX XXXX Master Card Credit Card XXXX XXXX, managed to send a letter through XXXX certifying the account was with XXXX with a XXXX balance and no matte her signature does not appear was XXXX XXXX the XXXX XXXX  Manager who made all the arrangement so a letter appeared contradicting XXXX XXXX  attorney. Also, XXXX XXXX  forgot to include, something that only Santander knows : : the few days delay for my XX/XX/XXXX credit card payment was fully documented at XXXX XXXX office with XXXX XXXX, but she never responded to my letter sent through XXXX XXXX XXXX XXXX Branch through one of their officers, because the Dept. of XXXX did not paid my XXXX Bonus that XX/XX/XXXX, there was a few days delay with my payment but the payment was made, and even with that I kept constant contact with the bank. Also, I never was infomed about this alleged charge off when I was contacted by XXXX XXXX, from XXXX on XXXX XXXX XXXX before I accepted the payment agreement over the phone with her. Her phone call of that day XXXX XXXX XXXX, was received by me as the XXXX XXXX response that never arrived., and the payment agreement I accepted included only what the letter signed by XXXX XXXX from XXXX certifies on XXXX XXXX XXXX, one day after the 1st payment of this same agreement, started. 

I have to add, that XXXX XXXX  decided not to include anything specifically in this response about my XXXX XXXX XXXX and how it was fully updated, step by step, first through approved payment extensions authorized by XXXX and paid only to them not to any collection agency, and then paying the late charges for the 1st time on XXXX XXXX XXXX, and re starting the regular XXXX monthly payment, until XX/XX/XXXX a {$2000.00} payment I made fully updated this XXXX  Loan as explained here, once again, To end, I have to remind the C.F.P.B. that XXXX XXXX Attorney XXXX XXXX wrote that XXXX XXXX  XXXX XXXX is now in charge of what XXXX XXXX XXXX was : was XXXX XXXX  who entered an agreement with XXXX in which they decided to represent XXXX even in something like this, knowing the evidence shows violations to 2 federal laws on the part of XXXX, and, that XXXX XXXX from XXXX contradicted her own letter which was simply repeating what XXXX said, no matter it is still wrong.. I will include what my credit reports is showing as of today regarding all this in this complaint, instead of sending a feedback, because this complaint is not solved until the credit reports at the 3 main credit bureaus are corrected with precision, repairing the damages after all this years.

Company response to consumer: Closed with explanation