Consumer complaint received 2025-05-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
I have called and submitted formal disputes to address inaccurate credit reporting by American Express concerning alleged late payments for the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 

During this period of time, I contacted American Express and enrolled in a financial relief or hardship assistance program due to the financial impact of the COVID-19 pandemic on my workplace and income. I was explicitly informed by an American Express representative that enrollment in this program would protect my account from negative credit reporting during the relief period, in accordance with pandemic-related assistance policies. 

Under the Coronavirus Aid, Relief, and Economic Security ( CARES ) Act, as incorporated into the Fair Credit Reporting Act ( FCRA ) ( 15 U.S.C. 1681s-2 ), if a creditor makes an accommodation with respect to one or more payments ( including deferrals or forbearance ) and the consumer was current prior to the accommodation, then the creditor must continue reporting the account as current so long as the consumer complies with the terms of the accommodation.

To the best of my knowledge, I was in compliance with the terms of the financial relief agreement during the covered period. Therefore, American Express was obligated to report my account as currentor, at minimum, not report derogatory informationas long as I was under the terms of the accommodation.

Despite this, American Express reported my account as delinquent for the above-referenced months, which I recently discovered when I applied for a personal loan and was denied due to this negative information. I have attempted to resolve the matter directly with American Express by phone and via disputes and investigations with all three major Credit Bureaus, but was tossed around between several ineffective representatives who ultimately told me that the company could not correct the reporting due to the time that had passed. However, this does not excuse the companys obligation to ensure the accuracy of credit reporting, particularly when it stems from their own mishandling or failure to comply with federal law.

Accordingly, I am requesting the following : I respectfully request that American Express take immediate steps to delete the inaccurate late payment entries for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX from my credit reports. These negative remarks were reported despite my enrollment in a COVID-19 financial relief program, under which I was assured protection from such reporting. While I was told by representatives that the issue could not be corrected due to the age of the records, this does not relieve American Express of its obligation to report accuratelyespecially when the error stems from a failure to honor the terms of a federally supported assistance program. I urge American Express to conduct a full review, retrieve any archived or internal documentation necessary, and ensure my credit history reflects accurate and fair information in accordance with the Fair Credit Reporting Act and the CARES Act.

I am also submitting a copy of this complaint to the Consumer Financial Protection Bureau ( CFPB ) for independent review to ensure my rights under the FCRA and CARES Act are upheld.

Please consider this letter a formal dispute under the FCRA. I respectfully request a response within the 30-day period allowed under federal law.

Company response to consumer: Closed with explanation