Consumer complaint received 2025-01-31 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: AMERICAN EXPRESS COMPANY
State: CO

Complaint narrative:
I have been trying to contact American Express for weeks regarding my canceled account, but they have repeatedly refused to assist me. Every time I call, I am referred to a single phone number that either does not answer, goes to voicemail, or leads to unhelpful representatives who refuse to provide any account details or payment options. Despite leaving multiple voicemails and making numerous attempts to escalate my issue, I have been ignored, hung up on, and denied access to any meaningful resolution. 

I am trying to resolve my outstanding balance and discuss the reporting of my account to the credit bureaus, but American Express refuses to provide any assistance. I was informed that no payment plans or negotiations are available to me, which is unusual, as other creditors routinely offer options for customers in financial distress. Despite my best efforts, American Express refuses to even discuss my account status or provide me with the correct contact method for the department handling my case. 

My situation is as follows : I had a single late payment on my account due to unforeseen circumstances. I take responsibility for this, and I immediately brought my account current. 
Since then, American Express canceled my account, and I am no longer an active customer. 
Despite this, I still have an outstanding balance that I want to resolve, but Amex has made it impossible to do so. 
I have made multiple good faith attempts to contact them, but I have been denied basic account information, refused any assistance, and have been unable to speak with someone who can actually help. 

I am requesting a goodwill adjustment to remove the late payment from my credit report due to my history as a responsible cardholder before this incident. I have shown a willingness to correct my mistakes and take responsibility, but Amexs refusal to engage with me has made it impossible to resolve this properly. A goodwill adjustment would not only reflect my efforts to settle the matter but also recognize that no company should ignore a customer attempting to make things right. 

I need American Express to : XXXX. Acknowledge my repeated attempts to contact them and assign a representative who will actually assist me. 
XXXX. Provide a reasonable path forward to resolve my balance. 
XXXX. Remove the late payment from my credit report as a goodwill adjustment, given my strong payment history outside of this single incident. 
XXXX. Stop ignoring my calls and provide a direct contact method to the correct department. 

This situation has been unnecessarily frustrating and damaging to my credit. I simply want to resolve my account in good faith, but American Express is making that impossible by refusing to assist me in any meaningful way. I need immediate intervention from CFPB to ensure that Amex complies with fair business practices and allows me to settle this matter properly

Company response to consumer: Closed with explanation