Consumer complaint received 2020-04-30
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
XXXX XXXX XXXX has called me stating I owe {$3600.00}. They had never mailed me papers indicating this debt. We began speaking on the phone on XX/XX/2020. Throughout my communication with this agency, I have explained my hardship. On XX/XX/2020, I spoke with representative XXXX XXXX from XXXX XXXX XXXX about my financial hardship and we spoke about different resolutions. I explained I would think about my options. 

On XX/XX/2020, I sent 3 documents via post mail -- I have included the " Proof of delivery '' from the USPS below. The three documents included a hardship letter, an offer letter, and an offer cashiers check. XXXX XXXX XXXX received these documents on XX/XX/XXXX at XXXX XXXX. The mailing address for XXXX XXXX XXXX is included below. On the same day, XX/XX/2020, my account was updated as a reduction for {$390.00} -- therefore accepting my initial offer of settlement. I specifically stated in my letters that if they did not want to accept the offer to send my cashiers to check back. I have included copies of the three documents I had mailed them below as well. When I spoke with XXXX XXXX on XX/XX/XXXX she had stated that my account was updated for a reduction of {$390.00} only as partial payment ( I stated " payment in full '' on the offer check. ) She seemed upset by their internal process on the phone, she stated, " we don't do business like that '' and stated that American Express does not accept a settlement for less than 70 % of the debt owed. 

As a consumer, I exercised my legal right to make a written offer. She stated bookkeeping did not upload the cashier 's check to my file or my other letters. She said that they could not accept this even though my account was already updated. Ms. XXXX told me she would be in contact with her supervisor and that she would contact me shortly. 

On XX/XX/2020, I received another call from XXXX stating that she still had not read the letter and that the account was changed without consultation from me. I requested to speak with her supervisor and she connected me with XXXX XXXX, one of the supervisors. XXXX was unwilling to listen to me speak and kept interrupting me. When I asked her politely to let me finish explaining the situation, she stated " no '' and kept interrupting me. As I was explaining my rights under the Fair Debt Collection Practices as she refused to listen, spoke to me in a demeaning and harassing tone and suggested it was not in my right to have mailed them a letter and suggesting my letters were irrelevant ( even though she had not reviewed them ) and demanding more payment from me. 

Only after continuously pointing out her unfair harassing debt collecting practices did she switch the conversation and offered another settlement. I have received the most uncomfortable and inconsiderate communication from this company and was yelled at for mailing documents explaining my situation and including an offer letter. This debt collector has never sent me a letter in the mail verifying my debt. They also do not have an email I can reply to when they make offers, so the only other way I feel conformable communicating with them is via mail. Not reviewing my letter shows a lack of accountability and that this company will do anything to get more money even if it means following proper business etiquette and does not follow the rights listed in the Fair Debt Collection Practices Act ( FDCPA ) and on the Texas State Attorney Generals website. They removed the {$390.00} from my account and switched it back and diverted the check ( I am unsure where this is due to their lack of consistent and clear information. ) Violations by XXXX XXXX XXXX from the FDCPA : 805, 806, 807, 808, 809. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX

Company response to consumer: Closed with explanation