Consumer complaint received 2025-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: AMERICAN EXPRESS COMPANY
State: TX

Complaint narrative:
I have been a long standing card holder of American Express for over 20 years, and I have had an overall excellent experience over this time period until late XXXX. 

Like majority of the world, I was affected during Covid, and was provided a payment plan under the guise of the Amended FCRA Cares Act, of which was paid off in XXXX of XXXX. 

In XXXX of XXXX, I was affected by the Natural Disaster in XXXX regarding the power outages and I endured a health issue ; I reached out to American Express for a payment plan on four separate occasions from XXXX of XXXX. 

I also logged into my online account and attempted to use my Pay Over Time option ( Image included ) ; Unfortunately, the option had been disabled in my profile ; Although, the app continued to suggest the option ( image attached ). 

After denying me the Pay Over Time Option online, I called America Express again and was denied verbally by multiple representatives citing that I had used a Covid financial relief plan, and was not allowed to use the Pay Over Time that was being offered, which is an ongoing tool provided to all American Express card holders. 

American Express also claimed they called and spoke to me several times via phone in order to offer me payment options prior to turning my account over to collections. 

I immediately informed American Express that I had never received any phone calls from them, and I also ensured they had the correct phone number, which has been the same number for over 15 years. I also filed an internal identity theft/fraud report with American Express . 

I was then informed that my account had been returned to American Express and a payment plan would be made available, my phone number was indeed the same, and no internal identity theft had occurred. Unfortunately, no explanation was provided for the dishonest claim that an American Express representative had contacted me. 

I attempted to log in to see payment plan, but was not allowed as I was under the impression that this was the Pay Over Time Option. I called American Express again, and was informed that my account was completely closed after 20 years. 

I randomly checked my credit because my father is XXXX XXXX  and I was planning to get a larger space, to then see that American Express has been reporting adverse credit to my personal credit reports regarding my XXXX  Account, which is an XXXX, on a monthly basis, which had dropped my credit score by XXXX points. ( image attached ). 

I called and inquired, and was told American Express does not report XXXX cards to personal credit reports, and I had to call a different number regarding a XXXX account. 

When calling this number, I was asked if I paid my XXXX card via a personal checking account, of which I responded No, because both my bank account and American Express cards are XXXX accounts. This was concerning and appeared to be a cover up for the adverse credit reporting. 

In closing, American Expresss actions have been deceptive and discriminatory and have included the following ECOA and FCRA violations : Providing me with less-favorable financial products, including credit and charge card terms that were inferior, imposing stricter credit cutoffs, failing to contact me at the correct phone number and fully disclosing that my card was cancelled ; American Express had differentand worsecustomer and account management services, and collections practices when managing my account. 

In addition to never offering, before and after cancellation, any form of debt forgiveness, while I was paying, and while I am still paying the full debt on a monthly basis. 

To make things even worse, American Express choose to unlawfully report adverse the information on my personal credit report ; Although, the card is a XXXX card, which is not due to be removed until XXXX, I am XXXX  years of age, I will XXXX in XXXX. 

This is not only currently financially damaging, but would damage a large portion of the remaining later years of my life-unlawfully. 

Please note the two primary federal credit reporting laws are the Fair Credit Reporting Act ( FCRA ) and the Equal Credit Opportunity Act ( ECOA ). The FCRA, as implemented by Regulation V, imposes certain requirements on entities that furnish information about consumers to consumer reporting agencies ( CRAs ) .1 The ECOA, as implemented by Regulation B, generally prohibits discrimination in any aspect of a credit transaction, including furnishing credit information, etc.,

Company response to consumer: Closed with explanation