Consumer complaint received 2020-11-16
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My account at American Express credit card was due on the XXXX of each month- and 30 days late by the XXXX of the following month. 

I had no delinquent 30 days late payments. I had paid off my card in full on XX/XX/2020 and I paid it off in full again XX/XX/2020. On XX/XX/2020, a customer service agent from American Express called and asked if I would like to take advantage of the Corona Virus relief program to defer my monthly payments. 
I said yes and thanked them. 

However, around XXXX, 2020 I received another phone call from American Express staying I was delinquent on my credit card payment. I told them, I thought I had the Covid Relief deferred payment program they offered me in XXXX added on my account already and asked them to please verify so that my account didnt show delinquent on my credit. They confirmed that my account did not still show the Covid relief program and to add it back I would need to make a one time good faith payment for any amount. I told the representative I could pay $ XXXX he then stated I would be placed back on the Covid relief program- with payment deferral and credit report protection. 

In XX/XX/2020, I received 30 day late on my credit report so I called customer service to inquire about the late mark added to my report. I was on the phone for over two hours and after being transferred to many managers, I was told that my account would be re-aged and the late mark removed from the credit report and then subsequently confirmed that I still needed the Covid relief deferring Payments. I was told I now had Covid deferment on my account. 

But again, in XXXX my account was marked as 60 days late. I called again and was told this time they American Express had no record of any prior calls where I requested Covid deferment- which was an error and incorrect. I asked the. To add it again But I was told from the customer service agent that American Express did not have a Covid relief plan at all. But that they would inquire with their management and get back to me. 

Very conflicting and confusing information from multiple customer service agents and multiple attempts to add Covid deferment payments as well as provide credit report relief. 

In XX/XX/2020, American Express marked my account 90 days late and closed my account. I called several times and was told there were no managers present to speak to. 

In XXXX XXXX I paid my balance in full. 

I called in XXXX and XXXX I again called to request the three negative marks on my credit be removed entirely. After 4 hours on the phone I was told, Again they did not see any request to ever put my account into the Covid relief deferment program, but they did confirm, That there was a special department that handled all Covid relief deferment programs. But that my account had never been referred to that department By any of the past customer service agents. I was then told American Express would need to investigate why it had not been properly handled internally. I asked them if they could then please remove the remarks. Their manager stated only if they do an internal investigation and verify that they made an error.

I also asked that they send this complaint and request to delete the negative credit lates from my reports- to their internal compliance department to review my file. 

American Express still has not deleted the negative items for my credit report and will not update me or give me any information about my requests to remove the negative items. 

I believe that this is a violation of the cares act regarding fair credit reporting.

Company response to consumer: Closed with non-monetary relief