Trapped in the AMEX Nightmare:
My Battle with American Express & NCO Europe

On the 20th of February, I finally received a letter from American Express. After weeks of stress, countless phone calls, and more hoop-jumping than an Olympic gymnast, here’s the gist of what they had to say:

First off, they confirmed that they’d finally completed their investigation into my complaint.

Think of it as a detective story, but with less action and more incompetence.They started by summarising the issue: I was supposed to be in the Regain Program, but instead, NCO Europe told me I’d been dumped into the Payment Pause Program. And just to add insult to injury, my credit report was showing a missed payment marker. Marvellous.

Then came the apology. They admitted it was their mistake. A “manual oversight,” they called it. Someone clearly dropped the ball, probably while juggling their morning coffee. They assured me my account was now correctly enrolled in the Regain Program and suggested I get in touch with NCO Europe to set up the plan and sort out website access.Regarding the missed payment marker on my credit report, they said they’d escalated the issue to their Back-Office Credit Bureau Team for investigation.

They promised an update within three to five business days. They advised me to call their Card Servicing Team after that timeframe to get the latest news.They were very sorry, they said, and assured me that this level of service was not what I should expect from American Express.

They promised to avoid such mistakes in the future and confirmed that my complaint was upheld.To make up for the mess, they’re sending me a £100 cheque as a gesture of goodwill. A hundred quid! That doesn’t even come close to compensating for all the stress, sleepless nights, and anxiety this has caused both me and my partner over the past two months. Not to mention, the time I’ve spent on this nonsense would equate to three and a half weeks of work, if you count working hours, 9 to 5. It’s like handing me a plaster for a broken leg.

I was reassured by their letter that this would now be resolved and the nightmare situation had come to an end. But I was wrong. Very wrong indeed.Finally, they reminded me of my right to take my complaint to the Financial Ombudsman Service, free of charge, within six months.

Just in case I wasn’t satisfied with their apology and the £100 cheque.So, there you have it. They admitted fault, apologised, and tried to patch things up with a bit of cash. Now, I wait and see if they actually fix my credit report. But given their track record so far, I’m not exactly holding my breath.

After receiving the apology letter from American Express, I was eager to get the repayment set up as soon as possible. Because, yes, literally all I want to do is pay off the money I owe Amex. The sooner I start repaying the loan, the less stress for both me and my partner, and we can finally have nights that aren’t sleepless and days that aren’t fueled by gallons of coffee.

So, I tried to log in to my NCO Europe account to set up the repayment plan. But, shock horror, I was unable to login. I tried calling NCO Europe several times, but it was like trying to reach the dark side of the moon. My primary concern was getting the payments started and set up.

As discussed previously with both Amex and NCO Europe, I wanted to know the minimum repayment amount I would need to make to avoid a default on my credit score. That was the most important thing to me, especially since American Express has now reassured me that any marks caused by their mistakes will be removed from my credit report.

But here I was, stuck in limbo, unable to get through to NCO Europe and unable to set up the payments. It’s as if they’ve built a moat around their customer service, filled it with crocodiles, and pulled up the drawbridge. All I wanted was a simple answer: How much do I need to pay to keep my credit score intact? Instead, I was left banging my head against a brick wall, wondering if anyone on the other end actually wanted to help.

This whole experience has been like trying to navigate a labyrinth with a blindfold on. I’m just trying to do the right thing and pay back what I owe, but the obstacles keep piling up. It’s enough to make anyone question their sanity.

I then decided to write them an email letter, explaining the situation and hoping that they are able to resolve, what in reality is a fairy straightforward issue to resolve.

Right then, here’s the rundown of what my email to NCO Europe contained, laid out in all its glory.

First off, I politely greeted them, hoping this message finds them well. I then got straight to the point, reminding them of a previous conversation I had with one of their colleagues about my now-cancelled American Express account, which they are currently managing.

I even threw in the reference number, just to make sure they knew exactly what I was talking about.I then brought up the most critical bit: during our discussion, we had touched upon an option for a minimum monthly repayment amount that would prevent any defaults from being recorded on my credit report. This was crucial for me, as maintaining a good credit standing while navigating through this financial mess was of utmost importance.

Next, I explained the digital nightmare I’d been living. Despite several valiant attempts to log in and register on their self-serve website using my account number, I’d been unable to proceed. It was as if their website was designed to keep people out rather than help them manage their accounts.

This failure to access the online platform was a significant hindrance, as it prevented me from exploring the payment options available.Given these challenges, I kindly requested their guidance on how to proceed with setting up a payment plan that aligned with the previously discussed minimum payment option. Additionally, I asked for their help in resolving the issues I was facing with the online platform.

I then stressed the urgency of the matter, requesting their prompt attention. I even offered to provide any further information or documentation required to facilitate this process and move towards a resolution.

To wrap it all up, I thanked them for their assistance and understanding and expressed my eagerness for a swift response. The tone was polite but firm, making it clear that I needed action, not more apologies.

The next day, I embarked on another grand adventure, trying to get through to NCO Europe's customer services team. After several attempts, I finally got through. They resolved the login issue for me, which required setting up a new account with a different email address. A bit of a pain, but not the end of the world.

I then explained that I had been informed that as long as I made a certain minimum payment each month, no defaults or marks would appear on my credit report. The chap confirmed this was correct. So, I asked him to tell me what the minimum payment amount was to avoid any credit report marks.

After some umming and ahhing, he eventually told me it was £57. This seemed suspiciously low, so I asked him to double-check. He did, and confirmed that £57 was indeed the correct amount.

Given my prior experience with both Amex and NCO Europe, I was keen to get this in writing. I asked if he could please confirm this via email, which he agreed to. I thanked him but remained highly skeptical about the repayment amount.

As expected, the promised email never arrived. Not wanting to leave anything to chance, I logged into my NCO Europe account and set up a minimum payment of £160—well above the advised amount of £57—especially since I hadn't received the promised email.

At this stage, I was hopeful that the repayments could now be made every month, at the correct amount, to avoid any marks on my credit score. I also hoped that Amex had fulfilled their commitment to remove the marks they had previously caused.

But, as you'll soon discover, this was simply not the case. The saga continues.

So, after over a week of checking my credit report daily and finding that the erroneous marks were still stubbornly clinging to my record like barnacles on a ship’s hull, I decided it was time to take action. I fired off an email to the complaints team at American Express, specifically addressing Akshita and her crew in the Global Customer Research & Solutions Team.

First, I made sure to express my appreciation for their thorough investigation into my complaint. I acknowledged the steps they had taken to address the issues with my Platinum Cashback Credit Card account, including the manual oversight that led to the Payment Pause Program instead of the Regain Program.

I even gave a nod to their gesture of goodwill, which, though appreciated, didn’t quite cover the sleepless nights and anxiety this mess had caused.

Then, I got to the heart of the matter. Despite their promises and written assurances that the missed payment markers would be removed from my credit file, nothing had changed. The markers were still there, glaring at me like an unwelcome reminder of their blunder.

I pointed out that they had initially assured me the issue had been escalated to their Back-Office Credit Bureau Team, with an expected update timeframe of three to five business days. Yet, here I was, still waiting. From the 23rd of February to the 6th of March, they had more than ample time to sort this out. What should have taken 3-5 days had now stretched to 11 days.

I asked them for an update on the investigation. Specifically, I wanted to know whether the markers had been removed or if there was something more I needed to do to facilitate this process. I stressed the urgency of the situation, given the significant impact these markers could have on my credit rating.

I reminded them of their commitment to exceptional customer service and urged them to address this matter with the urgency it warranted. I also offered to provide any additional information they might need to resolve the issue promptly.

Finally, I signed off, thanking them once again for their attention to the matter and expressing my hope for a prompt response confirming that the missed payment markers had been appropriately removed from my credit file.

There you have it, a detailed plea for resolution, dripping with the frustration and persistence of a person determined to see this through to the end.

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I then decided to write an email to NCO Europe, to try and get them to provide resolution and clarification. At this point may I note that all of this could of been easily avoided, had both NCO Europe and American Express been competent in their roles.

I started off by addressing the email to their customer service team, making it crystal clear that this was yet another attempt to sort out my ongoing issues with my American Express account. I made sure to include the reference number for good measure.

I pointed out, not for the first time, that despite my numerous efforts to communicate and resolve the issues, their response time and level of engagement had been woefully inadequate. I detailed how I’d been in touch multiple times—starting from the 7th of March, with follow-ups on the 11th and 18th—and how the lack of timely and adequate responses had cranked my stress and anxiety up to unbearable levels.

Given the lack of progress and communication, I felt compelled to now raise another formal complaint directly with American Express. I outlined the grounds for my complaint—delayed responses, lack of communication, and the considerable stress and anxiety this mess had caused. It was disheartening, to say the least, that things had come to this, especially when all I wanted was a bit of clarity and resolution on issues that had serious implications for my financial standing.

I then laid out my urgent requests:

1. A definitive confirmation of the exact minimum monthly payment required to prevent a default from being recorded on my credit report.

2. The cancellation of the existing repayment plan of £160 per month, which was established based on inaccurate information.

3. A resolution regarding the removal of any incorrect missed payment markers or defaults from my credit report, as previously assured.

4. The status of my official complaint to NCO Europe, concerning the miscommunication and the undue stress it had caused.

I underscored the importance of resolving these issues promptly to mitigate any further negative impact on my financial wellbeing. I stressed that their immediate attention was not only necessary but expected.

Then, I let them know how deeply frustrated I was about a specific unfulfilled commitment from American Express. I was previously assured that any adverse marks on my credit file resulting from this account’s handling would be removed. This promise was a crucial factor in my trust in the resolution process. But to date, there had been no indication that these corrective actions had been taken. I demanded an explanation for why this pledge had not been honoured. This oversight compounded my existing concerns and underscored the need for immediate and transparent action to rectify my credit file as initially promised.

There you have it, a detailed account of my ongoing battle with NCO Europe, complete with all the frustration and determination you’d expect from a situation like this.
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I then didn't hear back from either NCO Europe or American Express for several weeks. Despite me sending them polite emails asking for status updates, the silence was both disheartening and stressful. The strain on daily life was mounting, and with our mortgage renewal looming and my car lease approaching, the fact that my credit score was languishing at 600 was a serious cause for concern. It was a major source of stress for both me and my partner, fueling yet more sleepless nights.

When I contacted NCO Europe asking for an update, I’d either hear nothing or receive automated emails asking me to call them and confirm my identity, which I did on several occasions. When contacting Amex for updates, I was met with AI-generated responses or templated reassurances that my case was being handled and I would be contacted shortly.

It was the equivalent of airlines constantly feeding you sweet or salty snacks to keep you happy during a long-haul flight, except these emails left a very sour taste in my mouth.

Then, on the 3rd of April 2024, I finally heard back from NCO Europe, in response to my original email from the 25th March 2024. Reading through the letter was like riding a rollercoaster: initial relief that I actually had an update (hallelujah!), followed by almost instant disappointment and frustration.

They started off by apologising for the poor service. Now, that’s acceptable the first time, maybe even the second, but after that, apologising for consistently poor service is just a waste of words. I’d rather they just admit the shoddy service and skip the empty apologies.

Shockingly, my eyes were immediately drawn to the following statement:

"I can see that you set up a payment plan using our website on 2nd March 2024, for payments of £160.00 per month to commence on 20th March 2024. In order to prevent a default being applied, a minimum monthly payment of 1.41% of the balance would be required. Based on your current balance, this amount would be £655.52. Based on your current repayments, therefore, a default will still be registered with the Credit Reference Agencies, if one has not already been registered."

I actually could not believe what I was reading. Another colossal mistake by NCO Europe. They had told me over the phone that the minimum payment to avoid a default on my credit report was £57, which they then failed to confirm via email, despite agreeing to do so on the phone.

Now, it’s clear why that email never materialised. Whether due to incompetence or a genuine mistake, they had given me the completely wrong amount. This was simply outrageous, a glaring mistake on their part, and they seemed perfectly content to let me take the brunt of it.

Further down the email, they even had the audacity to suggest that if this was incorrect, I could contact the Credit Reference Agency and ask them to make a note of it. That’s the equivalent of being handed a broken-down car and being told to push it to the nearest garage myself.

That same day, I checked my Experian credit score. Would you believe it? For the past several months, American Express had continued to mark missed payments against my credit report, dragging it down to a dismal 540. And now, thanks to NCO Europe’s incompetence in providing the wrong minimum payment amount, a big red default had appeared on my credit report.

I was absolutely gutted. Frustrated doesn’t even begin to cover it. I was determined to get this sorted out.

This is yet another colossal blunder by NCO Europe, who operate under the American Express umbrella. Amex had also failed to remove the missed payments they had promised to erase. It was a symphony of incompetence and neglect. If there were an award for the biggest failure in customer service, Amex and NCO Europe would be world champions.

Because of this default, my credit score had now plummeted to an unfathomable 340. This had devastating consequences for both my partner and me. Our stress levels were through the roof, anxiety was a constant companion, and our general well-being was taking a severe hit. We were now looking at a higher mortgage rate, costing us an additional £500 a month.

We couldn't even apply for a debt consolidation loan to combine all our debts into a single lower-interest payment. Amex and NCO Europe had essentially kicked us while we were down, ensuring we had no way of getting out of this financial quagmire. Whether this is due to incompetence or sheer indifference, I suspect it’s a bit of both.

But fortunately, all this simply fuels my determination to get this resolved. Yes, it’s constantly disheartening. Yes, it takes up a huge amount of my time and mental capacity. Yes, it’s affecting our daily lives. But in situations like these, you have to show your resolve and have faith that the righteous will prevail.
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So, here we are, battling against a tidal wave of corporate incompetence and apathy. I’m armed with my laptop, a never-ending supply of coffee, and an unyielding determination to see this through. Because if there's one thing I've learned, it’s that perseverance and tenacity are key. And I’m ready for the long haul.

After much radio silence from both NCO Europe and American Express, and having little faith that either party would resolve the mess they’d created, I spent the following week burning the midnight oil. I was up at the crack of dawn, working every spare hour, trawling through all the emails and letters, putting everything in order. My mission? To compile a formal complaint to American Express, with the hope that, by making everything as easy as possible to understand, they might finally provide a resolution to the litany of mistakes made by both them and NCO Europe.

Between the two of them, they’d managed to turn what was initially a molehill into a nightmarish mountain.

I then proceeded to write a formal complaint to American Express. I listed every piece of correspondence I’d sent, as well as those received from Amex and NCO Europe.

I attached all these documents as PDFs and Word files, ensuring no stone was left unturned. I also wrote detailed versions of each correspondence, all meticulously formatted by date to make it as straightforward as possible for them to understand.

Now, this was a 15-page document, mind you, which had taken me an enormous amount of man-hours to compile. I sent them a simple version via email, organized by date, along with a detailed version attached in a 15-page PDF.

For good measure, I also included a 15-page Word file, just in case they needed that format, and a 15-page PDF containing the entire email trail. I had essentially gone above and beyond to make it as easy as possible for them to fix the issues and mistakes they’d made.

This was my last-ditch effort, hoping that this time-consuming and life-changing nightmare would finally come to a close.

I had made everything as clear as day, laid out on a silver platter. All they had to do was read it, understand it, and act. If they couldn’t manage that, well, then the incompetence was truly beyond belief. But I held onto a glimmer of hope that this exhaustive, detailed complaint might finally set things right.

After several weeks of waiting, on the 22nd of April 2024, I finally received a response from American Express. It was like waiting for Christmas morning, only to find a lump of coal in my stocking. Here's what their response entailed:

The email began with a formal confirmation of their final decision on my second complaint, stating that after a full investigation and a thorough review of all available evidence, they regretted to inform me that they would not be upholding my second complaint. Just what I needed to hear after all this time. Especially as they had still not resolved the issues with my first complaint.

They laid out their understanding of my complaint, which, to be fair, was accurate. I had raised concerns about my American Express Platinum Cashback Credit Card being incorrectly enrolled in the Payment Pause Program instead of the Regain Program. Additionally, I had pointed out the incorrect late payment marker on my credit file.

Their investigation revealed that I had contacted the Card Servicing Team to discuss my financial difficulties in paying the outstanding balance. After talking with the Financial Difficulties Team, I had agreed to enroll in the Regain Program for six months, during which I couldn't make further charges on the card. However, they admitted that my account was mistakenly enrolled in the Payment Pause Program instead.

They confirmed that, following my complaint, my account was now correctly enrolled in the Regain Program. They also stated that my previous complaint (GC-011WHX1) had been handled according to their internal guidelines and procedures.

Regarding the impact on my credit file, they happily confirmed that the late payment markers had been removed. I checked my Credit Score, and they had not been removed, they also did not mention anything with regards to the defaults caused by NCO Europes mis-information / negligence.

They acknowledged my concerns about NCO Europe, thanking me for my feedback and assuring me that steps would be taken to avoid such instances in the future. They apologised for the inconvenience and difficulty I had experienced, but their apologies were starting to feel as hollow as a chocolate Easter bunny.

In their view, there were no errors on the part of American Express. They recognised my frustration and apologized for any inconvenience caused, reiterating their commitment to providing world-class service. They emphasized that their conclusion was based on a thorough investigation and was fair and reasonable. This is absolutely outrageous, as they clearly have not investigated this or even read through all of the supporting documentation, they have not even mentioned the main reason for the second complaint, which was to remove the defaults caused by NCO Europe telling me the wrong minimum payment amount, and the fact that they have yet to remove the missed payments they said they have removed.

As a gesture of goodwill and by way of apology, they had arranged for a cheque of £100 to be sent to me. I was to expect it within 10 to 15 business days. It felt like being handed a tiny plaster for a gaping wound.

Finally, they informed me of my right to refer my complaint to the Financial Ombudsman Service (FOS), free of charge, within six months of the date of their final response. They provided the necessary contact details and directed me to the FOS website for more information.

So there it was, a well-worded letter filled with apologies and legal jargon, yet no real acknowledgment of the nightmare they had put me through. It was clear they were sticking to their guns, leaving me to pick up the pieces and take my fight to the Financial Ombudsman, if this cannot be resolved directly with American Express and NCO Europe.

After receiving that infuriating response from American Express on the 22nd of April, which completely failed to acknowledge the major issues, I decided it was time to unleash a mammoth email on the 27th of April. Here’s the essence of what I laid out in that extensive letter:

To kick things off, I demanded an immediate managerial review of my case. The focus was on the gross inaccuracies and mismanagement by NCO Europe, which had caused a catastrophic mess with my account. I made it clear that this letter was accompanying my original complaint document, ensuring that every detail was meticulously considered.

I began with an in-depth breakdown of the critical issues and legal implications:

Miscommunication and Mismanagement by NCO Europe:
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They had incorrectly informed me of the minimum payment amount needed to avoid a default on my account. This misinformation had led to a fault being recorded on my credit file, wreaking havoc on my credit standing. Despite my numerous requests for clarification, NCO Europe failed to provide the promised email confirmation. I mentioned that I was in the process of obtaining call recordings to substantiate that I was misinformed, which would serve as crucial evidence.

Immediate Removal of Credit Marks:
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I demanded that all incorrect credit marks, faults, or defaults placed on my credit file by either American Express or NCO Europe be removed immediately. These entries were unjust and inaccurately reflected my financial behaviour, causing undue stress and potential long-term financial harm.

Amendment of Payment Plan:
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I insisted that the payment plan, which was incorrectly advised based on erroneous information, be rectified to reflect the actual minimum payment amount necessary to prevent future credit faults. This adjustment was critical to ensure compliance with our initial agreement and restore my financial stability.

Legal and Contractual Obligations:

I pointed out that NCO Europe’s series of errors constituted a breach of the Consumer Rights Act 2015, which requires services to be delivered with reasonable care and skill. Additionally, this situation contravened the Financial Conduct Authority’s principles of fair treatment, necessitating immediate and decisive corrective action.

Next, I listed my demands for immediate action:

Managerial Review and Intervention:
Given the severity of these issues, I requested a comprehensive managerial review to rectify the failures and implement measures to prevent recurrence.

Correction of Credit Reporting Errors:
I demanded the immediate rectification of the defaults inaccurately recorded on my credit report to align with the actual account status.

Formal Apology and Adjusted Compensation:
I sought a formal apology for the mismanagement and a revised compensation offer that genuinely reflected the huge amount of time time spent on me trying to resolve this, along with the financial and emotional toll, proposing £10,000 as an equitable amount.

Comprehensive Investigation:
I urged a full investigation into the actions of NCO Europe, particularly their communication failures, to ensure such errors were not repeated.

Escalation to Senior Management:
The critical nature of these issues warranted scrutiny and resolution at the highest level, demanding attention from the senior management team.

I didn’t mince words when addressing the oversight by the complaints department. Their previous responses had markedly failed to address several crucial aspects of my complaint, suggesting a lack of comprehensive review and understanding of the severity of the issues raised. This oversight necessitated a reevaluation of the entire matter, ensuring all elements were fully addressed.

enclosed the original complaint and supporting documents, outlining the errors concerning the minimum payment instructions that led to incorrect fault marks on my credit report. I urged a thorough examination of these documents to fully understand the gravity of the mismanagement.

Finally, I laid out the consequences of non-resolution within a stipulated timeframe. Should this situation remain unresolved within the next seven days, I was prepared to take further legal action to seek redress for the continuing mismanagement of my account and the resultant damages to my credit and personal stress.

This would involve initiating formal proceedings against both American Express and NCO Europe for failing to adhere to the standards expected under the Consumer Rights Act 2015 and for breaching the Financial Conduct Authority’s principles of treating customers fairly.

Additionally, I wouldn’t hesitate to escalate this matter to the Financial Ombudsman Service (FOS), where I would detail the negligence and lack of due care that had characterised the handling of my case. Furthermore, I would engage with consumer rights organisations and consider reaching out to financial services regulatory bodies to report the systemic issues that had emerged from this case.

Public disclosures through media channels were also being considered as a means to highlight the systemic failures and ensure such practices were brought to light, promoting transparency and accountability within financial services.

I made it abundantly clear that this course of action was not desired but might become necessary to achieve justice and reparation for the significant mismanagement I had endured. I trusted that American Express would treat this matter with the urgency and attention it warranted to avoid these proceedings and restore my confidence in their commitment to customer service and regulatory compliance.

In essence, my letter was a full-throttle demand for accountability and action, leaving no room for further negligence or oversight.

From that point onwards, it was complete radio silence from both American Express and NCO Europe. They went quieter than a mime in a soundproof booth.

I hadn’t received a letter, an email, not a single peep. Despite chasing American Express with several emails asking for an update, nothing. At this point, I was mentally drained from this alternate version of The NeverEnding Story. I was so desperate for a holiday (we haven’t had one for the past five years), but we couldn’t even afford a bus trip to Costa del Kent!

My credit score had continued to plummet due to the defaults being marked monthly by American Express, despite me paying the £160 per month payment plan. I had requested it be amended to the £650 per month amount once the defaults were removed, but this was met with the same deafening silence.

Financially, we were struggling. I haven’t mentioned this before as I didn’t want this to feel like a sob story, but we have the most amazing baby girl. Throughout all of this, she has been a shining light, a beacon of joy, and the most indescribable happiness that my partner and I could ever imagine. As anyone with children knows, it is both time-consuming and exhausting.

Despite this, I have managed to work through the twilight hours, burning the midnight oil, to try and find a resolution to the many life-changing issues, stress, and worry caused by the coupled negligence of American Express and NCO Europe.

I can absolutely imagine that the vast majority of people would just settle for their mistakes and live with the consequences of someone else’s clear blunders, be it due to their situation. Many of those people, I imagine, do not have the facilities or skillset to get wrongs made right. But I am determined to get this resolved. If I have to go down the legal route, then I certainly will, but knowing that doing so would take just as large a toll as this has, I would rather this be resolved amicably, directly with American Express.

Due to not having any response from American Express, and them essentially trying to fob me off like a used car salesman with a clunker, I decided to take matters into my own hands. What is one source of information that everyone universally understands and accesses daily? How can I tell the whole story, as clear as day? It was obvious—I would create a website!

This website, the very one you're perusing now, has been the product of weeks and weeks of gruelling labour. It involved me going back to the very start, trawling through mountains of paperwork and emails, checking and then double-checking everything. It's been a Herculean effort.

The whole point of this website is a last-ditch attempt to get American Express to take notice and seriously put an end to what has been an awful situation, one that's taken a considerable toll on both myself and my partner. Throughout this entire saga, a thought has been nagging at the back of my mind: if only they had been competent and performed their jobs correctly, none of this would have happened. If only they had stuck to their promises and heeded my complaints, I wouldn’t have had to spend countless hours, weeks, and months seeking a resolution.

This website has been crafted to be an interesting read, not something that puts you to sleep within seconds. I could have just as easily written a professional and legal document, but having tried that route via emails, it became clear that such an approach would neither be understood nor acknowledged.

This website showcases the extraordinary lengths I've gone to in explaining who is at fault, the myriad mistakes made by NCO Europe and American Express, and offering straightforward solutions to resolve this and end this almighty nightmare.

In the process of creating this site, I've laid bare every detail of this ordeal. I've chronicled every misstep, every broken promise, and every moment of frustration. It's all here, presented in a way that leaves no room for misunderstanding. American Express and NCO Europe have had their chance to sort this out, and they've blown it spectacularly.

If there were any justice in the world, they’d read this website, feel a pang of guilt, and set about righting their wrongs. They’d see the human cost of their incompetence and realise that their failure has real consequences. But I’m not holding my breath. Instead, I’m taking matters into my own hands, hoping that this website will shine a light on their failings and force them to take action.

So, here it is, the culmination of my tireless efforts. A comprehensive account of this entire fiasco, laid out in painstaking detail. It's my hope that this will finally spur American Express into action and bring this nightmare to a close.

This will be the last post on here until, fingers crossed, American Express finally gets this resolved. Here's what they need to do:

First, they need to undo the damage their combined incompetence with NCO Europe has inflicted on my credit score. This means removing the missed payments they agreed to remove.

Next, they must eradicate the defaulted marks on my credit score, caused by NCO Europe’s gross negligence in misinforming me about the minimum payment amount. They told me it was £57 when it was actually over £650.

They need to investigate the mishandling of this from the very start, especially with NCO Europe, who have repeatedly blundered. Due to their incompetence and my complete lack of faith in their ability and honesty, I’m demanding that all ties are cut with NCO Europe regarding my dealings. Any future dealings must be made directly with American Express customer support. Amex shouldn’t be outsourcing financial hardship cases to a third party that can’t manage basic requests and tasks. It’s like asking a sloth to run a marathon – utterly incapable.

They need to launch a formal investigation into this fiasco and seriously reconsider their contract with NCO Europe. A quick glance at their Google reviews—nearly 100 negative out of 106—speaks volumes. From my experience, I wouldn’t wish this stress, anxiety, and emotional rollercoaster on anyone.

Once my case is removed from NCO Europe’s incapable hands and managed by American Express, I expect, at the very least, a formal apology from the director or manager in charge of the financial hardship department.

Now, about compensation. Over the past nine months, this ordeal has consumed an unfathomable amount of time, effort, energy, and conversation to try and resolve. Time that could have been spent working extra hours, especially in this cost-of-living crisis, or better yet, time that could have been spent with my partner and daughter. Time lost that can never be returned.

Calculating the amount of money that could have been earned in these last nine months, I could have effectively paid off the outstanding £46,010.52 debt I have with American Express, which is infuriating.

Therefore, the only fair and acceptable resolution is for American Express to wipe out the outstanding balance of £46,010.52. I could easily request additional compensation for the stress this has caused me and my partner, not to mention the ludicrous interest rates we now face due to the damage they’ve inflicted on my credit score.

Our mortgage is now £500 more expensive thanks to their gross negligence. The poor credit score they’ve caused means we’re stuck with higher rates. We will also now be a one-car family, as I’m unable to renew my car lease due to the impact Amex has had on my credit score.

So, American Express, it’s time to step up, take responsibility, and right the wrongs you’ve caused. The ball’s in your court.