Consumer complaint received 2022-08-29
Company: Army and Air Force Exchange Service
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I submitted paperwork for the Exchange Credit Card program, on the afternoon of XX/XX/XXXX the fraud supervisor XXXX called me to gather more information. I explained to her I did not have the card nor even used the email address which was on file with the company. She was supposed to change the email, but later on, I found out they sent the final results of their investigations to the old email which I do not even use. Luckily I called them and they sent them over again. Their findings were that a temporary card was present at the time, if I had used this card I would not have needed a temporary card as it was mine. Second current charges reflect prior spending pattern and location. Of course, the same pattern and location were used as whoever had my card using the exact same location. Then apparently they also used it at XXXX XXXX during these times the card was being used I was over XXXX miles away from where they were used. I explained this to XXXX as well and she apparently didn't even take any of this into consideration. Also, in the attached receipts they sent to me there are XXXXwo completely different signatures, even different from the signature which I provided to them. So in less than 24 hours they had made a decision and did not even investigate anything more from the information I have provided them. Nor even compared the signatures with the signatures I provided them as there is a big discrepancy and noticeably different in all three, even the two which were provided on my card were different from each other. 

Hello XXXX XXXX, Thank you for contacting the Exchange Credit Program. In reference to your inquiry about the fraudulent activity on your MILITARY STAR account, please contact XXXX. Please provide them with your DOD #, current address and account number. Our fraud department will review the account, open a case, and provide the results of their investigation. All requests are worked in the order received. Thank you for your service and the opportunity to address your concerns. Sincerely, XXXX XXXX, Customer Response Technician Credit Program-Operations I have reached out to the company again and they advised me that they are legit purchases. I do not understand why as there are two different signatures and they mentioned the first purchase was with a temporary card. Why would I need a temporary card if I already have my Star Card? The companies responses do not add up nor make any sense as a valid purchase. Also they mention that they are over certain days old and they are valid even though I have tried to discuss this with them numerous times. First, off I am living in Colorado and over 9 hours away from XXXX XXXX, and 5 hours away from XXXX XXXX. I do not have easy access to those bases. The company has not done a valid search into the fraudulent purchases and does not taking into account why someone who has a star card would need a temporary card and then have a card reissued to them. Makes zero sense, along with the first purchases are of gift cards, and the rest of the fraudulent purchases are of gift cards, so of course, it is a trend in regards to these purchase history. This company is trying to stick me with over XXXX to pay in fraudulent purchases instead of actually looking into the matter. The receipts again as I mentioned have two very different signatures on them and can be easily identified as not the same signature.

The company said to resend my claim which I did then within 5 hours they sent me a letter stating that everything was valid. How could they even look into an investigation that fast? They also ignored the two completely different signatures on the receipts they sent to me how can they be valid purchases with two different signatures from my own?

They said they would look into it again, but only spent less than 5 hours on the whole investigation. Even when there are two different signatures and a temporary card was used. Why would I need a temporary card when I have the Star Card?

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