Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Impersonated attorney, law enforcement, or government official
Company: AMERICAN EXPRESS COMPANY
State: MD

Complaint narrative:
I am submitting a complaint regarding deceptive, misleading, and aggressive debt collection practices related to a charged-off American Express account XXXX 

American Express is listed as the current creditor on my credit report. On Tuesday, XX/XX/year>, I contacted American Express customer service directly to verify and resolve the debt owed. I was transferred to the XXXX XXXX Department and informed that the account was no longer being handled internally and had been referred to a third-party collection agency. I was provided the following telephone number to contact the agency : XXXX. 

I contacted the referenced agency on the same date to verify the debt and to understand the available payment and settlement options, as directed by American Express XXXX XXXX. 

During the call, the individual identifying himself as a supervisor provided me with the total outstanding balance on the account. I asked whether the account could be settled for XXXX percent of the balance, which equated to {$3600.00}. The supervisor confirmed that the account could be settled at this amount. 

I requested that a written settlement agreement be provided to me prior to remitting any payment and asked that the agreement include the authorized payment amount and the address to which payment should be sent. The supervisor stated that he could not provide the agreement via email but could mail it to me within approximately XXXX hours. He further stated that the remittance address would not be included in the written agreement. 

I then asked whether I could remit payment securely via money order. The supervisor refused this option multiple times. I asked whether I could remit payment online, and the supervisor stated that online payment was not available. When I asked why these secure payment options were not permitted, the supervisor refused to provide a clear explanation and stated that money orders take too long to process. 

During this discussion, the supervisor stated that the agency already had my bank account information on file and questioned why I would need a money order when he could charge the XXXX bank accounts he referenced as being associated with my name. I did not provide bank account information during the call and did not authorize any withdrawal. I informed the supervisor that I would not provide or authorize payment until I received a written settlement agreement. 

At this point, the supervisor became increasingly aggressive and repeatedly pressured me to remit payment immediately despite the absence of any written agreement. He repeatedly stated that I was speaking directly with American Express, even though I reiterated that I had been referred to his agency by American Express XXXX XXXX. The supervisor spoke over me, interrupted me, and cut me off multiple times. 

Eventually, after I referenced that other major credit card issuers and financial institutions permit settlement payments via money order, the supervisor stated that a money order would be acceptable. However, this was accompanied by continued pressure to remit payment immediately and without having received the requested written agreement. 

As the call progressed, the supervisor became hostile, stated that he could no longer assist me, and instructed me to contact American Express directly to handle the matter. He refused to provide his name or otherwise identify himself. 

I have serious concerns regarding false representation of identity, coercive and aggressive collection tactics, refusal to provide written confirmation, and statements suggesting unauthorized access to my bank account information. I declined to remit payment under these conditions. 

I am requesting that American Express and its authorized agents comply with applicable consumer protection laws, including the Fair Debt Collection Practices Act ( FDCPA ), address data security concerns, ensure accurate identification by third-party collectors, and provide written confirmation of authorized payment options. I am willing to resolve the debt safely and in good faith upon receipt of proper written documentation. 

For reference, I have attached a copy of my written correspondence to American Express that I intend to send outlining the events described above, along with a timeline of the interactions.

Company response to consumer: Closed with explanation