Consumer complaint received 2021-02-18
Company: AMERICAN EXPRESS COMPANY
State: UT
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
On XX/XX/2019, I called American Express and asked to pay off my balance and close the card. I spoke with XXXX at American Express. She took my bank account information and processed the payment, which would bring me to a XXXX balance. The amount paid was {$2400.00}. She confirmed that my balance was now {$XXXX}. The confirmation number she provided was XXXX. 

On XX/XX/2019, my bank account showed that the payment had been processed. 

Months later, I get a phone call from American Express ( or it's credit collection company - I can't remember ... I have been bedbound in severe XXXX XXXX due to a previous and severe XXXX ). They claimed I owed them {$XXXX}. I told them that was impossible, that I had paid off that account and closed it on XX/XX/2019. They argued with me and would not accept my claim. 

They sent me paper statements showing that I owed them. Come to find out, American Express started charging me a Late Fee and Interest a few weeks AFTER I paid off my account in full. It appears that American Express FAILED to close my account as I had requested. Regardless, they should not have charged me late fees on a XXXX  balance. 

Those late fees and interest added up to {$270.00} when they - FINALLY - closed my account and sent me to collection. 

This action has ruined my credit. Because of my battle with severe pain and being on XXXX XXXX XXXX, my ability to focus and think clear were compromised. 

I finally was able to get some of my pain resolved through a medical procedure two weeks ago, so I reached out to XXXX XXXX , XXXX and told them - AGAIN - that I had paid off the account back on XX/XX/2019. I gave them the lady 's name and my confirmation number. I also uploaded a screenshot of my bank account entry showing the final payoff payment being processed on XX/XX/2019. 

It has been two weeks, now, and they STILL have not closed out the issue and agreed that I do not owe them anything. 

On top of that - like I said previously - they ruined my credit. My credit score is at an all-time low and I can not get any credit if I even wanted to. 

ACTION NEEDED 1. They need to close the issue and tell me in writing that they have removed the late fees and interest, that I no longer owe them any money. 
2. They need to report their mistake to all credit agencies, letting them know that the balance WAS paid of all the way back to XX/XX/2019. 

Honestly, they caused me so much emotional trauma - adding to my existing physical pain - because they robocalled me two times a day for about eight months!!! The stress I felt from having action taken against me where I had no power to fight for myself due to my severe condition was horrible. Shame on them. 

It wouldn't be a bad idea for them to issue a letter of apology AND pay me money for the pain and suffering of their own accord instead of me having to hire an attorney. 

I've never been treated so poorly and unmercilessly in my life by a credit company.

Company response to consumer: Closed with monetary relief