Consumer complaint received 2018-03-26
Company: AMERICAN EXPRESS COMPANY
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I was proactive about my credit card debt and proactviely working to come up with a solution prior to my debtors reaching out to me or becoming concerned. 

I had two American Express cards, a gold card and a plum card. The total balances are {$8600.00} I called and spoke to a representative who explained that they have a " Hardship Program '' and I can setup a 36 month payment plan. I was told that you must pay the initial 3 months up front, and the monthly payment amount will be drafted automatically every month thereafter for 33 months. I accepted and signed up for this program and paid the initial 3 month payment ( over {$900.00} ). I was given a confirmation number and read all disclosures and was told everything was successfully setup. I explained that I was thankful that they had a program like this and that I had 100 % intention on getting the debt paid off in full within the 33 months and that I accept 100 % responsibility for the debt. 

Roughly a month later I receive a letter in the mail from AMEX regarding my accounts and that they are suspended and past due. I called to figure out why I was receiving letters about delinquency when I had already made a payment agreement? they told me they would have to research the account and call me back. 

I never received a call back, so I contacted them the following week. I was told by a " customer care representative '' that something went wrong, and the account was mistakenly not setup in to the program. I explained that I was given confirmation and a confirmation number and they explained it did not matter, and that my accounts were not enrolled into the hardship program. I was told the only way to fix it was to re-apply for the program and to pay the first 3 months payment again. They waived all late fees and interest as the account should have been enrolled in the program. 

I explained it would be extremely difficult for me to afford and how would I know that this would not happen again. They told me that under no circumstances would it happen again and the rep I was speaking to said that they would personally monitor the account to ensure the program is setup correctly. I was extremely nervous, but went ahead and setup the account into the hardship program for the second time, against my nerves. Again I paid the initial 3 months payments ( over {$900.00} ) and have now paid 6 months of agreed upon payments in less than 45 days, and was in a financial crisis. Again, they promised that it would not happen again, I was given confirmation that my account was signed up into the program, and given confirmation numbers for both accounts. 

after another 10-15 days, I noticed the accounts were still open and late fees were accruing, as well as receiving a debt collection phone call from AMEX. I explained the account was setup into a hardship program, gave them the confirmation numbers, and the representative told me that the account was no enrolled, and that they are preparing to report the delinquencies to my personal credit. I explained the overall situation and the multiple issues I faced, he said there is nothing they can do and re-iterated the amount I owed and that my credit would be effected. He then tried to send me to the " Hardship program '' to sign up again. I explained for a third time I am already signed up, was given confirmation numbers, and do not want to sign up again. He said he could not help, but would research the account and call me back in one hour on my cell phone with a supervisor on the line ( Friday XX/XX/XXXX ). 

I never received a call back. 

At this point I realized that AMEX had no intention of assisting me as a customer, and that the " Hardship Program '' was simply a scam to get debtors/clients to make a " 3 month '' payment. They claim the account will be enrolled and automatically drafted each month and that all debt collection attempts will cease. In reality they simply are misrepresenting their debt relief program/products and forcing client who are in a tough financial situation to make payments without actually putting them into a program. 

I decided at this to find a balance transfer credit card to transfer the debt to. I was approved by XXXX XXXX XXXX and told the AMEX accounts would be paid in 14-21 days from Friday XX/XX/XXXX. I contacted AMEX to let them know that the accounts were going to be paid in full within 14 days. 

Monday morning XX/XX/XXXX the AMEX debt collection rep called again to explain my accounts are past due and now delinquent and that they are reporting to my personal credit. 

They are taking advantage of people on a massive scale, and misrepresenting their debt relief products while taking advantage of people who are clearly in a financial hardship. 

*Can send confirmation numbers upon request *Can send proof of waived fees/interest after rep said the account should have been signed up

Company response to consumer: Closed with monetary relief