Consumer complaint received 2024-02-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX Iowa XXXX Subject : Detailed Complaint Against American Express for Neglecting Consumer Rights and Mental Health Considerations Introduction : I am writing to escalate my concerns and seek the CFPB 's intervention regarding American Express 's handling of my business line of credit ( Account No. XXXX ) and business credit card account. My attempts to rectify inaccuracies and settle disputes have been met with considerable barriers, exacerbated by my mental health challenges. American Express has failed to accommodate these challenges, insisting on communication methods that add to my distress and disregarding agreements made, in direct violation of established consumer protection laws. 

Narrative of Events : Following a series of distressing events in XXXX, including embezzlement and a health crisis, I found myself struggling with severe mental health conditions. These challenges significantly impaired my ability to manage financial disputes, particularly with American Express. Despite this, I made multiple attempts to engage with American Express through preferred written communication, facilitated by my attorney, to ensure clarity and reduce the mental strain of direct telephonic conversations. 

Business Line of Credit ( Account No. XXXX ) : Navigating your process to explain and resolve the situation with my business line of credit has been unduly fatiguing. My attorney drafted and sent a letter on XX/XX/XXXX, proposing a settlement offer to resolve the debt. However, your insistence on telephone communication disregards my preference for written correspondence, complicating my ability to achieve a clear and documented resolution.

Business Credit Card Settlement : I reached a settlement agreement through a third party for my business credit card, which included the promise of issuing a new card upon settlement. Unfortunately, this promise was not fulfilled. Attempts to confirm the arrangement and ensure the issuance of the new card were met with neglect, and American Express failed to acknowledge the information and arrangement provided through the third party.

Consumer Protection Violations : Throughout these processes, several consumer protection violations have occurred, including : Selling of my information without consent : This breach of privacy and trust is concerning and unacceptable.

Use of a third party to spread misleading information : Engaging third parties to disseminate information that pressures or misleads for the sake of collection is both unethical and potentially violates consumer protection laws.

Specific Law Violations : Fair Credit Reporting Act ( FCRA ) : By failing to accurately investigate and correct discrepancies on my credit report, American Express has neglected the FCRA 's mandates for consumer report accuracy and dispute resolution.

Fair Credit and Charge Card Disclosure Act ( FCCDA ) : The lack of fulfillment of a settlement agreement regarding my business credit card, which included the promise of a new card, contravenes the FCCDA 's requirements for clear disclosure of credit terms and conditions.

Fair Debt Collection Practices Act ( FDCPA ) : Utilizing third-party debt collectors to disseminate misleading information and pressure me into settlement violates the FDCPA 's prohibitions against deceptive and unfair collection practices.

Challenges in Navigation and Accessibility : The process to dispute inaccuracies and navigate the settlement agreements with American Express has been notably challenging, particularly due to my mental health conditions. The insistence on telephonic communication and the lack of transparent, written correspondence have not only made it difficult for me to advocate for myself but also significantly increased my anxiety and stress, further exacerbating my mental health challenges.

Requested Resolution : Corrective Action : Immediate and thorough review of my accounts to rectify inaccuracies and honor previously discussed settlement agreements, in compliance with the FCRA and FCCDA.

Compensation : Monetary compensation for the financial and emotional harm caused by these issues, in acknowledgment of the distress and challenges imposed on me.

Policy Reform : I urge the CFPB to mandate American Express to implement more accessible and accommodating dispute resolution processes, particularly for consumers with mental health challenges, ensuring adherence to the FCRA, FCCDA, and FDCPA.

Conclusion : This complaint emphasizes the need for American Express to not only address my specific grievances but also to reform their policies and practices to ensure they align with consumer protection laws and are accessible to all consumers, including those with mental health conditions. I trust that the CFPB will take the necessary steps to facilitate a fair resolution and encourage systemic changes within American Express. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief