Consumer complaint received 2020-02-21
Company: AMERICAN EXPRESS COMPANY
State: FL
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
The agent XXXX XXXX at XXXX XXXX provided false information regarding my attempts to resolve the debt owed. In speaking with her XX/XX/XXXX on a conference call with the responsible party for the account, she was advised arrangements were being made to secure funds to pay the debt in its entirety and that it would take approximately 6 business days to have the funds made available. Miss XXXX insisted the account was headed to a 180 day status ( which hasnt been provided in writing anywhere to confirm ) and that it was imperative we pay before then as this would damage credit severely. Id advised Miss XXXX that the request for funds had already been made and payment would be issued upon receipt. She insisted I agree to a recording stating that I would have the payment auto deducted from the account on XX/XX/XXXX to which Id advised I didnt want to do without knowing the funds had been securely received. Again she insisted we schedule the payment and that due to her being on vacation on the date the payment was due to be deducted that the funds would not be withdrawn unless I contacted her manager XXXX XXXX that Friday to proceed with the payment. I asked again to clarify and she confirmed it would not be done unless I contacted her. I received a call from Miss XXXX on XX/XX/XXXX inquiring if the funds had been received and I advised her at that time they had not but I assured her once they did I would make the call. Miss XXXX again assured me that nothing would be withdrawn unless I made contact. She also advised that even if the funds were received late in the evening on Fri that I could contact her manager to put it through. She mentioned nothing of contacting anyone on Saturday as an option either. When I realized the funds had been received, despite knowing if they were open or not, I contacted Miss XXXX on Sunday the XXXX and left two vm advising her that there was a problem with the funds received but that I still intended to make a significant payment while I did research into why there was an issue. Miss XXXX then began ignoring my calls and I was only able to speak with her manager XXXX XXXX. Who I advised that her agent gave me false information causing my account to be overdrafted due to her negligence. Miss XXXX showed no remorse or seemed to want to take any accountability for the actions of her agent, while being unprofessional and eating during our call and I advised her the payment would be returned to which she threatened that if the payment were returned the account would suffer and impact credit reporting that would be irreparable. Id advised Miss XXXX again that this issue was caused due to her agents error to which she nonchalantly said shed handle however the payment needed to clear. She placed blame on me for not calling on fri or sat as she states Miss XXXX instructed without even confirming the recording simply by Miss XXXX untrustworthy word. I attempted to tell Miss XXXX that had Miss XXXX been truthful then I would never have agreed to the recording to schedule the payment. I also advised her that the amount Miss XXXX advised was needed to pay the account to bring it current and stop the negative impact was around $ 9k or so and if that was the only amount needed to keep the account current my attempts to pay everything was not even necessary to prevent the 180 day negative impact she claims was to be so detrimental. I am extremely livid as they continue to withdraw my bank account in attempts to collect the payment that should never have been attempted in the first place and even more upset that Miss XXXX and Miss XXXX take no accountability for their actions. Miss XXXX even has the nerve to ask if after the funds were received was money spent that caused the overdraft and after advising her it wasnt she asked again. The question had no bearing on the situation at hand to begin with it just seemed to be an attempt to assert her authority to try and claim I was not making good in what I agreed.

Company response to consumer: Closed with monetary relief