Consumer complaint received 2019-11-18
Company: AMERICAN EXPRESS COMPANY
State: AZ
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:
I've had my American Express credit card since XXXX of XXXX starting from a Gold Card transitioning to a Platinum card within a 1 year time period due to my excellent payment history which I'm sure American Express will and should state. However in XXXX of this year ( XXXX ) my mom was on the brink of getting evicted so the funds I allocated to pay my American Express bill I utilized to assist my mother to ensure her living arrangements weren't jeopardized. I stayed in communication with American Express multiple times in XXXX and contacted them on XX/XX/XXXX to set up payment arrangements thinking this would be the best course of action to take. The agent I spoke to stated if I wanted the account to remain in " good '' standing then the best course of action was in fact to set up a payment arrangement. One arrangement for XX/XX/XXXX for {$1300.00} and the 2nd arrangement on XX/XX/XXXX for {$490.00}. On XX/XX/XXXX American Express drafted my account for {$1300.00} but merchant inadvertently billed my account on the same day from a mistake they made on their end which took more then 7 days to enter back into my account having more auto debits occur immediately after. I expressed this to American Express which they were still able to draft the {$490.00} successfully on XX/XX/XXXX. On XX/XX/XXXX when I logged into my XXXX report I noticed that American Express reported my account 60 days delinquent. However when I called American Express that same day ( XX/XX/XXXX ) the representative I spoke to said if I would have set up my payments as a " Promise To Pay '' other then a " Payment Arrangement '' then that would have prevented my account from being reported. I shared with the representative when I was on the phone with the prior representative on XX/XX/XXXX the only alternative recommended was a payment arrangement not a " Promise to Pay '' which I even shared that all of the calls are recorded and monitored so please play the call back and you will see I am stating the truth because American Express records every call. I even stated, logically it doesn't make any sense for me to set up an arrangement if a " promise to pay '' alternative ( which was never shared with me on that call ) would have been the best course of action. On that same call ( XX/XX/XXXX ) the rep and I set up an agreement for {$500.00} for the dates XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX sharing that my account was still active and not cancelled. Giving American Express the benefit of the doubt I waited more then 72 hours requesting to speak to a supervisor when finally calling again on XX/XX/XXXX making a payment of {$870.00} ensuring that I obviously have full intentions to keep my account in the best standings while still requesting to speak to a manager to rectify the fact that I was told invalid information on how to handle my account accordingly. Not to mention my account history as a whole never showed the trajectory of a negligent customer.

Company response to consumer: Closed with explanation