Consumer complaint received 2020-01-02
Company: AMERICAN EXPRESS COMPANY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
False information recorded on credit file Company American Express XX/XX/XXXX Debit debit set up via app for minimum payment to be taken on the required payment date XX/XX/XXXX Text message received from American Express to inform me of a late payment. Instantly logged into app to make the minimum payment, dispute previously in XXXX XXXX setting up direct debit. 

XX/XX/XXXX Mortgage applied for, rejected to to late payment published on my credit report. 

XXXX XX/XX/XXXX American Express contacted to request that the late payment is removed from my credit file as it is inaccurate due to direct debit being set up via the app XX/XX/XXXX. American Express initially told me it was impossible to remove this from my credit file, however after being transferred to a manager who set up an enquiry and was told That a decision would be made in 10 working days.

2 weeks later I contacted American Express as I had still received no correspondence from them regarding the issue. American Express have told me that the decision has still not be made and would be a further 10 days. At which point I had stressed it was severely affecting my mortgage application, which furthermore as my career as a XXXX XXXX had detrimentally affects on my lively hood. 

XXXX XX/XX/XXXX I contacted XXXX XXXX, the employee said she could see the error reimbursed my account with the late payment charge also stated that she would file a report and I would hear back in XXXX working days. Me response back was that this had already been dealt with on XXXX occasions in XXXX and that I could not wait any longer. The phone went dead. 

XXXX XX/XX/XXXX second conversation I contacted XXXX XXXX again and explained the situation as the phone had been cut off. He went and asked the XXXX who told him the report had come back and They had declined my request to remove late payment from my credit file. I this point I requested to speak to the XXXX. He said that it had been declined and nothing else could be done, he requested evidence of me setting the direct debit up, which I am unable to provide as it was done via the app. XXXX informed him of this severely effecting my lively hood, offered to send prove of funds though my bank statement although direct debits has been set up, XXXX XXXX have failed to take the direct debit from my account. The payment was received XXXX minutes after after the text had been sent to me informing me of late payment. Offered to send in credit report that states no missed payment of anything in the previous 8 years. Asked to speak to another senior member of staff to be told it would be a further XXXX working days. 

This has major effects on my career, I am currently out of work due to being unable to mortgage any further propertys while the late payment is showing on my life. This has left me unable to support my family financially.

Company response to consumer: Closed with explanation