Consumer complaint received 2016-08-25 00:00:00
Product: Credit card — 
Issue: Payoff process — 
Company: AMERICAN EXPRESS COMPANY
State: TN

Complaint narrative:
Part of letter written to AMEX ( the whole letter would n't fit ) : I am writing about my account ending in XXXX. My issue has been going well over a year now and I do n't understand why no one will respond to me anytime I call and they say " they will help me '' from AMEX. I have called and called and called in trying to resolve this matter. I even made a call today, XXXX XXXX, 2016 and of course got the run around again and my issue is STILL not resolved. 
On top of this, I had an outstanding credit score before all this headache happened. My score was over XXXX with the major reporting services, and now it has dropped very low. I had an open line of credit with a few companies like XXXX XXXX, XXXX XXXX, ect and they all " dropped my line of credit because of a high revolving balance or frequent late payments and a drop to my credit score rating. '' If I were needing to buy a house right now, I 'd be screwed! All because of this!! I have always kept outstanding credit and I do not have any credit card bills. I only owe on my house and car. I pay off all debts and services, on time, and faithfully. This whole incident has killed my credit rating! I 'm professional and I have been VERY nice to reps that I have spoken with on the phone from AMEX when I should be yelling and screaming at this point just out of utter frustration. 
My lawyer has sent a letter and also has received no response. The last time I spoke to anyone from AMEX, the lady on the phone gave me the direct supervisor 's name and number. I called several times and left several messages to take care of my account and never got a response back. My reason for calling was because on XXXX XXXX 2016, I spoke with a AMEX rep ( on a recorded line mind you so you should have a recorded copy of it! ). I talked to the rep and explained to her that I was receiving a {$75000.00} settlement check from XXXX to take care of my AMEX account. Since this was fraud through XXXX ( which is why I won the settlement ) AMEX should not hold me accountable for all the interest charges and I had already made several large payments to my account. I also had to pay a lawyer, which was n't cheap. I had already reported this fraud to AMEX. I was going to give the entire {$75000.00} check to AMEX to pay off my account. The lady on the phone kept going back and forth to the supervisor and finally she said if I made a payment that day of {$5200.00} and setup a payment for {$47000.00} ( to come out of my checking account on XXXX XXXX, 2016 ) that AMEX would accept the {$75000.00} payment in total as clearing off my account. 
I paid {$5200.00} over the phone and then I waited until the {$47000.00} payment on XXXX XXXX, 2016 posted. I called back in the next few days to pay the remainder ( {$22000.00} ) to equal the total of {$75000.00} that we agreed upon. I was then told by the person on the phone that they could n't do this anymore. What?? That is what I was PROMISED! Was I tricked into making those payments by AMEX and lied to just so you would get money out of me?? I would have never guessed that a huge company like AMEX would make a promise like that and then back down from it. I expected a much higher level of service from your company, and I am quite disappointed. 
I called back again, today, and I 'm still " waiting '' to be helped and get this whole matter settled. AMEX has been horrible at taking care of this issue and it 's been going on for over an year and a half now! I need to get this cleared off my credit report and taken care of. I have taken every step in trying to work with AMEX and get this paid off but I 'm getting the run around STILL. What, you do n't like money? I 'm TRYING to pay to YOU, you do n't even have come after me! I 'm the one trying to make this right! Why is it so hard to do that?

Company response to consumer: Closed with explanation