Consumer complaint received 2024-10-21
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: AMERICAN EXPRESS COMPANY (NY)

In XX/XX/year>, an unexpected charge appeared on my American Express credit card, which I had not used in years. As a result, a late fee was applied. Since I was unaware of the charge, I did not notice it right away. When I discovered it, I contacted American Express on XX/XX/year>. A representative from the Concern Team, XXXX, assured me the {$40.00} late fee would be waived. Unfortunately, the fee was not waived, and additional erroneous late fees accrued. 

This error resulted in a XXXX drop in my credit score on XX/XX/year>. I am currently in the process of purchasing a home, and this credit score reduction has significantly impacted my ability to secure favorable loan terms. 

I have followed up with American Express on multiple occasionsXXXX XXXX  XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On the last call, I was promised a response by XX/XX/XXXX, with confirmation that my account would be re-aged to correct the error. However, I have received no reply, and the damage to my credit score remains unresolved as I actively tour homes and seek financing. 

I have been a loyal American Express customer for over 21 years, and this is the first late payment on any of my credit cards. I feel I am being treated unfairly and overly harshly, given the circumstances and my long-standing positive history with the company. 

I recorded my XX/XX/XXXX phone call with American Express ( attached below ). The transcript of the call is as follows : TRANSCRIPT Call with XXXX, American Express Concern Team XXXX : Hi, my name is XXXX at American Express. This call will be recorded, monitored, and analyzed for compliance and to improve our system. How are you doing today? 

XXXX XXXX : I'm fine, thank you. How are you? 

XXXX : I'm doing good, ma'am. Thank you for asking. I just need to do a quick verification if that's okay with you. May I take your first and last name? 

XXXX XXXX : XXXX XXXX. 

XXXX : Thank you so much. Thank you for verifying with the previous advisor. I see your Amex Everyday card is showing delinquent by XXXX  days with a payment amount of {$120.00}. You received some communication from us regarding your account being past due? 

XXXX XXXX : I believe so. It's a subscription for XXXX XXXX. I received an email about it being overdue, which surprised me because I never use this card. All my XXXX charges go to a different card. It seems like a legitimate charge, but I don't know why it was charged to this card. Can you remind me how much the late fee is? Is there any way it can be waived if I just pay it without disputing? 

XXXX : Let me check. The charge for {$140.00} is for XXXX, correct? 

XXXX XXXX : I believe so. I don't think this card is linked to anything, but I don't want it to go to collections. I can pay it, and then speak to XXXX if there are issues. Can the late fee be waived if I don't dispute it? 

XXXX : Sure, I can look into that. There is a {$40.00} late payment fee on your account. I can request for it to be waived. Please hold the line. 

XXXX : Hi, thank you for holding the line. I've got the approval to waive the {$40.00} charge, and it will be done within the next 24 to 48 hours. You'll see the credit on your account and in the next bill. 

XXXX XXXX : Okay, so should I pay the bill minus the fee when it's regenerated? 

XXXX : I wouldn't suggest skipping the payment since your due date is approaching. Your total balance is {$190.00}. You can deduct the {$40.00}, so you can pay {$150.00}. 

XXXX XXXX : Can I just pay {$150.00} now? 

XXXX : Yes, I have deducted the {$40.00}. Your new balance is {$150.00}. Would you like to pay that over the phone? 

XXXX XXXX : Sure. 

XXXX : I'll need to verify. Can you tell me your XXXX XXXX school name? 

XXXX XXXX : [ XXXX  ] XXXX : Thank you. We will process {$150.00} using your XXXX XXXX checking account ending in XXXX. Do I have your authorization to debit this bank account and submit the payment? 

XXXX XXXX : Yes. 

XXXX : Payment successfully submitted. Your confirmation number is XXXX. 

XXXX XXXX : Okay, thanks. Once the waiver is applied, will my balance be {$0.00}? 

XXXX : Yes, once the {$40.00} credit is applied, your balance will be {$0.00}. 

XXXX XXXX : Thanks for your help. 

XXXX : You're welcome. Any other questions? 

XXXX XXXX : No, that's all. 

American Express Customer Service Agent : XXXX XXXX XXXX : XXXX XX/XX/year> XXXX