Consumer complaint received 2020-11-01
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
I have been a cardholder of American Express for some time. After our company had run out of money in XX/XX/2020, and with it I lost my excellent health coverage, I was XXXX  in the XXXX ( on XXXX XXXX ) for a number of days while they fought to save my life as I was XXXX  to XXXX  internally. They discovered I had XXXX  XXXX XXXX XXXX, and XXXX, which was attacking my XXXX and required XXXX to stop the XXXX  XXXX. I had lost 30-pounds by the first time I was discharged after two weeks and COVID-19 was hitting the US in large numbers. I was then XXXX  two additional times in XXXX and XXXX. Since XXXX, I have been going back and forth with both Social Security and EDD ( I was an XXXX  XXXX  in the XXXX sector for the previous XXXXmonths and therefore ineligible for standard unemployment assistance, but was told I would qualify for the Pandemic Unemployment Assitance. For the time being, I can not work anywhere near where I may be exposed to COVID due to my XXXX  XXXX being XXXX XXXX from the massive XXXX  I have to take to control XXXX 's. I have been told flat out, if I was to contract COVID, I would not survive ). I have more tests this week with XXXX XXXX XXXX XXXX to try to get a handle on this as I am completely incapable of working at the moment due to XXXX XXXX and XXXX XXXX As I have had no income since XX/XX/2020, I have had to rely on cash advances from credit cards. My other credit card companies, including XXXX and XXXX XXXX, are bending over backward to help me by extending forbearances while my financial situation works itself out. However, I have contacted XXXX XXXX numerous times, explaining my plight. They absolutely refuse to work with me on any forbearance. To add insult to injury, they recommended a credit counselor. A credit counselor! As if any of this is anyone 's fault. My balance on this card is ONLY {$2000.00}. That's it! And the way they speak to you when you're desperate for some assistance, it's as if you're the biggest deadbeat on the face of the earth. I have lost my apartment because I could no longer afford the rent and have had to move in with a friend. I have lost both my health and my private health insurance, and am now at the mercy of XXXX and XXXX. I have to borrow money from friends just to make my car payments so I can get to the many doctor 's appointments I have each week. I have lost everything. Each of my creditors is being incredibly patient and understanding because I have always paid early on any balance and often more than the minimum. My credit score said as much. But not American Express. Instead, they insult you as if you've been recklessly buying shoes or going on vacations you can not afford. At a minimum, American Express should offer 90-days of no payments with interest still accruing, but they won't even budge at that. Perhaps a class action lawsuit will get their attention. Taking advantage of those directly affected by a pandemic -- as well as someone with a newly discovered medical issue that has nothing to do with personal fault, as they suggest with their credit counseling jabs, is the height of corporate greed and displays a total lack of compassion or humanity. I'm looking forward to discussing this further with those representatives who can do something about this, including my local Senators and Congresswomen.

Company response to consumer: Closed with explanation