Consumer complaint received 2015-07-24
Company: AMERICAN EXPRESS COMPANY
State: PR
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
American Express suspended the Extended Payment Option of my Gold Card with them, because they evaluated a credit report from XXXX, one of the XXXX main credit bureaus, that was showing a negative account that lowered the score a lot, precisely the same problem I complained about twice here at C.F.P.B. with one active complaint number XXXX which is under Company Review and status in Progress last time I checked. XXXX recognized the problem of reporting a negative account by error on the part of XXXX XXXX affecting my XXXX XXXX report with the XXXX XXXX XXXX XXXX which is the most used by financial institutions, last XXXX XXXX 2015, but as of XXXX XXXX 2015, the error remains at that XXXX XXXX version. American Express, received my first fax with evidence about this problem, with XXXX pages including a cover letter, last Monday, XXXX XXXX 2015. That fax in my opinion, had enough evidence for them to consider to re activate the function of this card that allows it to function in a similar way to a credit card, but the fax was ignored. I will include the cover letter of this fax, where you can read I spoke before sending it with XXXX XXXX from American Express, and that they gave me different fax numbers, and that I asked for a translator not because I need it, is because I was not feeling ok with all this, and it was better to have someone else as a witness.. The second fax, including XXXX XXXX partial response of last XXXX XXXX 2015 and the whole complaint under company review and in progress, as well as updated information from XXXX XXXX XXXX XXXX XXXX version of XXXX XXXX from XXXX XXXX 2015, as well as the corrected version of XXXX XXXX after they investigated, received by mail. Before sending this fax I also spoke with other female representative from American Express, and she was reluctant to recognize this problem, saying that they need XXXX version to compare because their decision was based on an XXXX credit report, and if the error was corrected, all 3 bureaus correct the error and that is precisely the complaint because only XXXX and XXXX corrected it, leaving the XXXX XXXX version financial institutions like to use without the required correction. After I explained this, she said I should send the fax, as I did last Thursday, XXXX XXXX 2015, this time with 43 pages, not 19 like first time that in my opinion were more than enough, including XXXX XXXX response to the problem with this error, but right now that extended payment option is still suspended, since they did back in XXXX XXXX 2015, no matter all the evidence they have, and I just checked as I type this and it is still suspended. This option is not for avoid to pay on my part. Is an option that allows a similar flexibility of a credit card, by moving qualifying charges to extended payment option or the pay over time section of this card. After more than XXXX years, they know for experience that is not that I do n't want to pay them. I am also including a photo of the amount I want to reduce for extended payment, which is due for next XXXX XXXX 2015, around 19 days from now. I also spoke XXXX times on their online customer service chat, with different representatives about this problem, because no matter the evidence, they do not seem willing to do anything fast after all this months with my credit affected in an unfair manner. No response from American Express to all this, and because I did not include a specific complaint about the problem with American Express about this before, just the one with XXXX XXXX and XXXX that is why I think there is no other choice. They simply are ignoring the facts and not giving any kind of customer service in cases like this which require fast action. This situation is requiring me to ask for credit with the credit affected unfairly, how much it costs me?

Company response to consumer: Closed with explanation