Consumer complaint received 2018-07-05
Company: AMERICAN EXPRESS COMPANY
State: FL
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 had 2 credit cards from American Express : The first one was the blue, then American Express sent me the gold credit card. I paid off the blue to have just use the gold credit card. I don't use the gold since XXXX. That year, I had problems to pay the credit cards because I was without a job. I informed American Express and they continued sent me the invoices. The last time I called the customer service representative told me all the time : " you have to pay this amount or your credit will be affected ''. I asked for payment options and American Express never gave me an alternative. 

In XX/XX/XXXX, I received by mail a letter from American Express. This letter informed that they make a mistake with me because I was eligible for collection programs or settlement offer and they NEVER offered me that. With the letter, American Express includes a check for the quantity of " {$50.00} in recognition of any inconvenience that may have caused ''. 

I was so, sad and mad, because during XXXX - today period I have trouble to help my husband to buy a house, car and make some financial errands but always my credit was affected by the mistake American Express made. 

And then, I start to ask myself : Why they are sending me money? They KNOW that they make a HUGE mistake and AFFECT my financial life and now they want me happy sending {$50.00} for THAT? 

Last Tuesday, XX/XX/XXXX, I get my annual credit report and the report has 2 American Express accounts CANCELLED/NEVER LATE, both with different numbers, different amounts and different status updated. 

The account with the starting number XXXX is the blue and the report has a debt of {$1200.00} which I paid before start to use the gold credit card with the starting number XXXX. 

Immediately, I decided to call American Express offices and to my surprise, they told me that my gold credit card account was sent to a collector private company and the account was canceled in XXXX. I told them that I never received an email or a letter via mail from American Express or Collectors informing that. 

I informed that I was using the card until XXXX, I was paying the bills before that date, where the money went?. Also, they told me that my blue credit card account did not appear in the system. American Express told me that the ending account number I have in the letter XXXX is not the same account ending number they had in the system. I asked what are the credit card numbers they have in the system and American Express refused to tell me. I explained about the letter with the check and about how American Express mistake affect my financial life and American Express said : " We are sorry about the inconveniences '' and " please accept the check as a symbol of our apologies and damages we caused ''. 

Honestly, I feel that an insult for me as a consumer. 

I will appreciate all the help you can give me and my family.

Company response to consumer: Closed with explanation