I like many others logged into my Amex account and was prompted to do a Next Step Loan, I have been considering doing that or refinancing my home for extra cash to pay off other credit card bills. After some deliberation I decided to move forward. My loan started on 12/8/16, I figured to be proactive I'd make a payment early so I paid on 12/16/16. My invoice then generated due 1/12/17 for the original loan payment amount. I figured it were a mistake and didn't contact them until 1/17/17. I was then told I had a late fee and the only way to waive the late fee was to make a payment for January. I advised the rep I made a payment in Dec before the payment was due. The rep actually said "oh you shouldn't have paid that". I made yet another payment on 1/17/17 out of pure frustration and the Supervisor Adam Gonce advised he waived the late fee of $39. Two days later on 1/19/17 my February statement generated and it included the same $39 late fee that was waived. Angrily I called back experienced a 10 minute hold to speak with anyone. Spoke with the same supervisor Adam Gonce again. He then stated "whoever I spoke with should have told me the fees are not waived but removed from principal". I explained I spoke with him. After only having this account for 1 month I'm ready to refinance my home to get the money to repay this loan and NEVER speak to any one at Amex Next Step Loans again. I am completely unhappy and which I did not sign up with them. The same wonderful customer service you get from card services is NOT the same service from this division.
