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American Express / wrongfully sent to collections

Pensacola, FL, United States Review updated:
5
My husband has been a member with American Express since 1993. In the last two years we have spent $3, 000 a month on the card and before for that more like $800.00 to $1, 000.00. Of course we would pay it off each month. In May 2008 my husband was laid off. We were still making the payments. When August came and he'd still had no luck getting a job so we'd called up American express and spoke with them about how we'd reached hard times right now. They set us up in their CARE Program and the agreement was to pay $410.00 each month for a year till it was paid off and our account would be reinstated. That was August 14th. We than paid the bill each month after - Sept. 11th, Oct. 10th and Nov. 10th.

Come November 15th we'd received a letter from AMEX stating that we hadn't paid our bill and if we didn't it would be sent to collections. We called American Express and the rep stated that it was a system error but that we would have to make another $410 payment. The rep also stated that the payment would drop when he re-enrolled us in it again it would be about $200. We would still have paid the $410 though. We told the rep we did not have the money to make another $410 payment since we'd just made one. Rep stated that it was OK to make the payment come December. November 18th comes and we get a call from a collections agency stating that our acct had been sent to them.

My husband called AMEX and they cold transfered him right over to collections. On 12/03/08 he called again and they stated that they were unable to assist him because his acct was in collections that they would transfer him to collections. My husband refused to be transfered and the rep was unwilling to help so my husband hung up the phone. So I immediately called AMEX. I spoke with rep id# 85970 in Manila and immediately asked to speak with a supervisor. Rep stated that I would have to tell her whats going on, so I told her the story. The Rep then proceeded to tell me that her supervisor refused to speak with me. I also heard her floor supervisor speaking to her in Filipino which I know is NOT OK. She than tried to warm transfer me to Account Services but she got back on the line stating that Account Services refused to speak to us as well. Finally after over an hour of being on the phone she transfered me to a Supervisor (I'm assuming). Supervisor became very agitated when I asked for her name and rep id; trying to ignore the question. Her rep id# NOVB815 which I have reason to think that is not even her id#. Oh and she is also in Manila. She placed me on hold for 15 minutes right after she'd received my call than came back on acted like she couldn't hear me than stated "oh, just a sec, just a sec" and placed me back on hold. Then came back on and quickly mumbled something. I asked her to slow down and she stopped and asked to speak to my husband. I put him on the line and she told him that they saw where we had been making our payments and that some one will give us a call back later that day (Dec 3rd, 2008). I told my husband to ask for a case# or a commitment date and she said there was no such thing. No one ever called us back!

We've wrongfully been sent to collections!! We spoke with a gentleman from the 3rd party Collections Agency and he'd stated we're not the only ones this has happened to. He said that it was showing our account was flagged to be able to get another credit card with them after we paid this one off. Does that even make sense? That they would want to give us another card if we weren't paying our bill and "had" to be sent to collections??? THERE IS NO WAY I'M GETTING ANOTHER CARD WITH THEM!! They will either fix this and allow us to keep THIS account OR nothing at all. Our credit is immaculate and there is no way I'm OK with wrongfully being sent to a COLLECTIONS AGENCY!!!

I'm at a complete loss... I don't know what to do. Maybe I will take it up with the media. They talk about things that aren't even news and this to me is more news than many stories I've seen lately.
Ma
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J1
  25th of Jan, 2009
Agree Disagree 0 Votes
Same thing happened to me. They screwed up, admitted they screwed up and said "sorry, you're in collections we can't do anything". I had never made a late payment. Matter of fact, I was paying more than the minimum. I have contacted the BBB and now the State Attorney general. I told the debt collectors that I will not pay as long as I am in collections, but I will pay AMEX if they fix this. I made the charges I will pay them. Luckily my ex-husband destroyed my credit so this is really doing anythiny MORE to it, but the principle of it is jsut ridiculous. At least I have a divorce decree stating I wasn't responsible for his things, but this AMEX was in my name! Not happy, but they're going to be a lot unhappier when I'm done. They should learn the cardinal rule of customer service. Apologize early, because the longer your mistakes go on and people get harassed and pissed off, the more your mistakes cost you. Good luck on your end!!!

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American Express Travel Related Services Company Logo American Express Travel Related Services Company
Customer Service
Overall Satisfaction Rating

266 Reviews
American Express Customer Relations 02-04-40 4315 S 2700 W
Salt Lake City
UT
United States - 84184-0440
+1 800 954 0559
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