Consumer complaint received 2020-04-28
Company: AMERICAN EXPRESS COMPANY
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
American Express has not been helpful during this financial hardship period. I made numerous calls to the company only to be told they no longer own the account. The problem is I fell sick XXXX XXXX right before any mention of XXXX publicly and was still I'll for over a month. During this period Is when I started having financial difficulties because I was not working due to recovery. Although sick I still made a XXXX payment in full and XXXX partial payment in good faith, with the intention of paying the balance. XXXX XXXX XXXX I had to stop working again because of XXXX XXXX spread on XXXX XXXX, Nj. I was force to make a tough decision financially support my family with rent, food light XXXX 's pay credit cards. I recieved XXXX letter XX/XX/2020 stating that my account has been canceled due to ONE or more past due .... not 3 or 5 ONE or more ... ... I called the XXXX XXXX XXXX number only to be told deal with collections. A couple days later I received a letter dated XX/XX/2020 from a collections agency XXXX and XXXX, XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX. On XX/XX/XXXX, I read hed to XXXX and XXXX and spoke with a MR.Diaz extension # XXXX who told me I can pay them {$900.00} a month for 24 month. The problem here is that this during an pandemic and EVERYONE is going through financial hardship. I mentioned that to him and no other reasonable amount was offered. My complaint is that AMERICAN EXPRESS I believe did not show and compassion or sympathy during this COVID 19 pandemic crisis. I was not able to explain that I was ill do to the virus and have all my doctor documents including xray of my XXXX XXXX. And also have another letter stating I was quarantine from XXXX XXXX till XXXX and then again XXXX XXXX till present. I have not been worked since XX/XX/2020 since I started the quarantine. I have not received any stimulus check ... .unemployment or any other financial aid ... ... I owe American Express {$23000.00} I want to pay them .... that's what i owe them, all i want is for them to have giving me a fair chance to be able to continue paying them. But with a hardship program as they been advertising all over the internet. I fell I have not gotten that opportunity and I should due to my conditions. I was never made an offer via Mail ... or email ... ... is this practice lawful during an national emergency declaration made my the President of the United states? I have all documents for anyone who is willing to help me and take on this bully of American Express. They should be put to shame for how they treat us during this crisis. Again I'm not asking to wipe away any debt. I Only want them to allow me to enter into a Hardship program to help me get back on track on paying off my debt to them. I dont know who else to go to. I have a XXXXXXXX  and a XXXX year XXXX who I have ot stay home with because he has no daycare and here i am still fighting to want to continue to pay my Amex bill. Please help me. Again i have all available documents to support my claims.

Company response to consumer: Closed with explanation