Consumer complaint received 2023-12-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: AMERICAN EXPRESS COMPANY
State: GA

Complaint narrative:
On XX/XX/XXXX I applied and received a Personal Loan through American Express. The loan was issued for XXXX  months with a payment amount of {$400.00} per month. I made an early payment on XX/XX/XXXX in the amount of {$200.00} prior to the statement being mailed out. On XX/XX/XXXX I received my XXXX  invoice statement in the mail and noticed my monthly payment amount did not match my loan terms. The amount due was {$760.00} and this would be the payment if I had taken out a XXXX  month loan. I contacted American Express on XX/XX/XXXX and spoke with XXXX and filed a complaint ( Complaint # XXXX ). I was advised that this happened to several people and they were working on fixing the problem. I was told to only make the payment amount that was listed in my loan documents and to disregard the amount due on the billing statement. The payment was due on XX/XX/XXXX. I called AMEX on XX/XX/XXXX and spoke with XXXX to see if the problem had been fixed and was advised they were still working on the problem. I made another payment of {$200.00} on XX/XX/XXXX. I called AMEX on XX/XX/XXXX and inquired if the problem had been fixed and was advised they are still working on it. I made another payment on XX/XX/XXXX in the amount of XXXX. I called AMEX on XX/XX/XXXX and spoke with XXXX and was advised they are still working on the problem. I also voiced concern over this issue effecting my credit, as I have excellent credit. I was transferred to the Credit Reporting Dept and spoke with XXXX and was told that it would not be reported unless there are XXXX or more consecutive months of non-payment on the account and to call back after XX/XX/XXXX to see if it had been reported to the Credit Bureau. In the meantime, since I did not make the full payment amount listed on the invoice, I started getting emails about my payment being late and was also charged a late fee of {$39.00}. On XX/XX/XXXX, I had to call and get a refund for the late fee, since it was an error on their part. I was transferred to XXXX in the loan department to ask about correcting the issue and was advised that they are still working on it. On XX/XX/XXXX, I received my second statement in the mail with the incorrect amount due ( {$760.00} ) by XX/XX/XXXX. On XX/XX/XXXX I contacted AMEX to inquire if the problem had been fixed and was advised by XXXX that they are still working on the problem. I expressed my frustration, as I was getting emails and mail about my account being past due and was concerned about my credit score being effected. I was told to ignore the emails and that they were aware of the issues. I was told the problem would be fixed within XXXX days. I was transferred to XXXX in the Loan Dept and was told to continue to make the payments on the Loan agreement and once everything was resolved, someone would reach out to me and everything will be fixed on the account. On XX/XX/XXXX I received a phone call from AMEX saying my account was past due and was asked when could I make a payment. At this point I was VERY frustrated and had to explain that my account was NOT past due and that AMEX had made an error on the loan documents over a month ago and it was in the process of being fixed. I was then asked when I could make a payment on the loan and I told him that my next payment was not due until XX/XX/XXXX and I would make the payment before the due date. I was asked again for a date when I could make a payment and I told them I would make it by XX/XX/XXXX. I was transferred to the Loan Dept and was advised that they are still working on the problem. On XX/XX/XXXX I received an email from AMEX that my payment had not been received and it was going to be reported to the Credit Bureau. On XX/XX/XXXX I made a payment of {$400.00} on the account. On XX/XX/XXXX I called AMEX and asked why I'm continuing to receive emails about my account being past due, when the payment is not due until XX/XX/XXXX. I was told that the issue with the account had been fixed and that I should stop receiving emails/phone calls/mail within XXXX hours. This has caused me so much emotional stress and frustration. I never received a phone call or correspondence in the mail or an email that the issue has been resolved from AMEX

Company response to consumer: Closed with explanation