Consumer complaint received 2015-11-06
Product: Debt collection — Credit card
Issue: False statements or representation — Attempted to collect wrong amount
Company: AMERICAN EXPRESS COMPANY (MS)

Complaint:
ON XXXX XXXX I agreed to a settlement offer from American Express regarding a debt due to them reneging on my insurance/protection of credit card payment drove the account delinquent. Agreement was made for {$30.00} monthly until the debt of {$720.00} is paid off or XXXX XXXX ; whichever comes first ; right? well I established a date of the XXXX of each month for them to deduct the funds automatically from my checking account. I was told if the XXXX fell on the weekend or holiday, they would take it prior to that date ; although a letter of which I 'm currently reviewing states the terms are that of the agreed upon date and would not alter from set date. I periodically check with Amex to see what is left owing on the account and if certain credits, such as the one given on XXXX/XXXX/XXXX in the amount of {$210.00} had been applied to the settlement amount ; the person whom is handling my account from day one advised me that the credits would be applied to the original debt but after he carefully reviewed the information properly, he called me back to say that the {$210.00} would be deducted to the agreed upon settlement of $ XXXX-this all in XXXX. That deduction alone brought the new figure now owed to {$510.00} ; couple that with the fact that Ive made XXXX payments of {$30.00} ( XXXX ), which comes to {$450.00} ; so you add the amount of payments I made with the credit given and would reflect a total of {$660.00} that I have paid off thus far/as to date in regards to the balance/settlement offer of {$720.00} ; deducting the already paid from the total amount due gives me a figure of {$59.00} owed ; XXXX more payments. So, why on XXXX/XXXX/XXXX did I contact American Express ( Amex ) at XXXX and was told not only by the person in charge of my account but by his manager also XXXX different things in terms of what is owed? The person who handles my account informed me that I owe {$660.00} and that I will be done with payments in XXXX of XXXX ; yet his supervisor tells me I owe XXXX more payments ( XX/XX/XXXX-would complete the XXXX payments ) of XXXX which is an amount of XXXX due to complete the payments-so says this supervisor? 

At every turn, this company/collection department has been deceptive and I have constantly asked that amount owed be placed inside the very same letter that they send me ( EVERY MONTH ) when the payment is due ; informing me that the payment will be deducted. Every time I 've contact them, I am told the amount of what is due on the account is the before settlement amount agreed upon and we ( myself and the person handling this account ) go in repeated circles about correct information. Based upon the settlement agreed upon, the amounts paid thus far and the credit applied, I only owe XXXX more payments ( XXXX {$30.00} and the {$27.00} final payment ; thus a total of XXXX left owing on this account ) ... that 's payments, NOT XXXX. On my credit report, it shows up in a negative fashion ; unlike the other creditor I have made arrangements with to pay off the debt ; that creditor provides me with what is left owing on the account as well as shows on my report that I am paying. What can be done to ensure American Express practices ethical behavior? I have the documentation as to the amount agreed upon as well as what has been paid and my figures and Amex figures are vastly different ; I need a resolution to this matter as I 'm sure there very well may be others experiencing the same type of issues with this particular company

Company response to consumer: Closed with explanation