Consumer complaint received 2020-03-03
Company: Army and Air Force Exchange Service
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My name is XXXX XXXX XXXX XXXX on XXXX XX/XX/XXXX, I emailed in a copy of my XXXX Orders to XXXX XXXX dated XXXX XX/XX/XXXX. I received a confirmation email on XXXX XX/XX/XXXX, saying that my accounts were placed under the AAFES XXXX Benefit program which stated, We have applied the 6 % XXXX benefit to your MILITARY STAR account, which is set to expire XXXX XX/XX/XXXX. You will continue to receive statements during this time for as long as the account has a balance. Also, payments will be deferred and are optional. Although payments are not required while the account is coded for the XXXX benefit, it is in your best interest to make monthly payment to lower your account balance and take advantage of the lower interest rate. 

On XXXX XX/XX/XXXX, when we were able to gain access to the internet here, I received a notice that both my AAFES Account ending in XXXX and the one mentioned about ending in XXXX were both being reported as 2 payments past due and my leadership was notified. I immediately contacted AAFES customer service who stated that the accounts were annotated, but that for some reason the deferred payments benefit was not input and that they would correct the issue immediately. 

The benefit for deferred payments was applied to the account ending in XXXX, but evidently it was not applied to the XXXX account and it was reported to the Credit Bureau as 30 days past due when it should have been due to the entire account being eligible for the Deferred Payments as listed under the AAFES XXXX account benefits section which I have attached to this email as well. 

I emailed again on XXXX XX/XX/XXXX and received a response from XXXX XXXX XXXX XXXX Operations on XXXX XX/XX/XXXX stating that the benefits were applied to the account and started on XXXX XX/XX/XXXX, however I am unsure if it was applied to both the AAFES Starcard and the Take It Home Account. 

I had this account paid in FULL a few days later, but was not aware that it had already reported as past due to the credit bureau. Now, I am requesting that the account mentioned above ending in XXXX be correctly reported to the Credit Bureaus and never having been late for this 30 day period because now incorrect reporting my AAFES has impacted my credit rating and my leadership is considering removal of my security clearance because of this oversight by AAFES. 

If possible, I will also like to request a letter stating that the account was erroneously reported as past due and that the issue will be resolved and reported correctly to the credit bureaus immediately. 

This is a serious matter for me and my career as I am sure you are tracking and countless other Soldiers and Families count on the accurate reporting and establishment of XXXX related benefits from AAFES because they provide a tremendous service to our troops, so please understand my concern for this issue and in getting it resolved as quickly as possible.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation