Consumer complaint received 2025-11-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: AMERICAN EXPRESS COMPANY
State: LA

Complaint narrative:
Follow-Up CFPB Complaint Regarding American Express Original CFPB Case No. : XXXX I am submitting this follow-up complaint because American Express closed my original complaint with a response that was incomplete, inaccurate, and failed to address the issues raised. Why do I say this? * * * They recently began harassing me by phone about the account Original CFPB Case No. : XXXX. Their Closed with explanation response to that complaint avoided all substantive concerns, relied on an incorrect privacy excuse to avoid accountability and further obstruction - no instructions or documentation provided to reach a resolution. 
* * * American Express NEVER provided the hardship terms at any point. 
Despite more than a year of repeated requests by phone, through the portal, and by mail, we never received a single copy of the hardship repayment terms. Not once. 

Every time we asked, American Express representatives insisted the terms had been mailed. They were never received. Our mailing address was correct the entire time, and we verified it with multiple agents. 

Even after acknowledging our continued requests, American Express still refused to resend the hardship terms by email, through the portal, or by certified mail. * * * They also refused to tell us verbally what the monthly payment amount under the hardship plan actually was. 

This failure prevented us from making payments and directly caused the account to fall behind. 

* * * American Express refused to accept payments from me. 
Even though paying a bill does not violate any privacy law, American Express repeatedly blocked me from making payments on the account. I could view the balance through the login, but the system would not allow me to submit a payment. Phone representatives also refused to take a payment from me. 

This refusal to accept payment is not a privacy requirement it is an unnecessary and harmful barrier created by the company. 

* * * American Expresss response did not address ANY of the actual issues.

My original complaint was about : Never receiving the hardship repayment terms American Express refusing to resend them American Express refusing to disclose the monthly payment amount American Express refusing to allow me to pay SCRA protections mishandled or ignored The account becoming delinquent solely because they withheld the information needed to pay The account now being in collections I ( the wife ) receiving harassing collection calls, despite AMEX claiming I am unauthorized None of these issues were addressed in their response.

Simply saying they can not speak with me does not resolve the fact that they failed to provide the information needed for the Basic Card Member to meet his obligations.

* * * I am now receiving harassing collection calls.

Despite AMEX claiming I am not authorized to discuss the account, collections agencies are calling MY phone number repeatedly. This is contradictory and inappropriate. If AMEX truly believed I was unauthorized, they should not have released my phone number to collections.

SCRA failures remain unaddressed.

My husband qualified under SCRA due to job loss connected to PCS orders. American Express : Failed to provide the required documentation Failed to apply or backdate protections appropriately Continued adverse actions during SCRA review Withheld the hardship terms needed to ensure compliance * * * Requested resolution : I request that CFPB require AMEX to provide a complete, substantive response addressing these issues : 1. Provide the hardship repayment terms that were never delivered at any time.

2. Explain why documents were addressed to and mailed to me if I am supposedly unauthorized.

3. Explain why I could view the account balance but was blocked from making payments.

4. Correct all SCRA errors and backdate protections.

5. Remove all negative credit reporting caused by their failure to provide the hardship plan.

6. Provide all documents they claim were mailed, in writing, of the payment plan now.

7. Stop all collection contact to my number.

8. Reinstate the hardship program retroactively and PROVIDE ACCURATE PAYMENT TERMS I repeat : provide accurate payment terms!!!

American Express should not be allowed to dismiss valid concerns by misusing privacy policy language while ignoring SCRA obligations, refusing to provide required documents, refusing payments, and engaging in collection activities against someone they claim is not authorized. Repeated obstructions are unacceptable when consumers are trying to pay a debt.

Thank you for reviewing this follow-up complaint.

Company response to consumer: Closed with explanation