Consumer complaint received 2018-03-14
Company: Army and Air Force Exchange Service
State: AR
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I bought {$970.00} with Military Star Credit Card from XXXX to send to street address in XXXX, Arkansas. I live alone in a 3 bedroom apartment. I am XXXX  too. I asked the Military Star Card and the Exchange if they had any assembly in the room of choice programs. They had me contact XXXX in XXXX who had me contact XXXX XXXX in XXXX XXXX. On XX/XX/XXXX, the XXXX rep sold me the XXXX XXXX plan which said they will deliver to the room of choice and assemble my XXXX XXXX and call to arrange the delivery. I thought everything was taken care. of. I never owned a XXXX XXXX. I paid {$99.00}. XXXX XXXX 's assembly plan was {$240.00}. I'd shopped around XXXX and theirs was {$55.00} at XXXX XXXX in XXXX. I got a call from XXXX XXXX to assemble and deliver on XX/XX/XXXX. XXXX XXXX called to arrange the delivery at XXXX am and arrived after XXXX am with another XXXX XXXX man, they were bossy, claimed this was the easiest delivery all day, delivered the treadmill to the room of choice, would not take the treadmill out of the XXXX XXXX   box, demanded I turn off my heater and turn my fan on. The drivers claimed to be recording me. I asked XXXX to take the treadmill out of the box and he did so reluctantly and only after I turned the room ceiling fan on. The two drivers ran to my kitchen table and I asked them to assemble the treadmill. They said they did not have to because it required tools. They only had 30 minutes and it was outside their insurance. They claimed to take photos of the hole in the treadmill shipping box. They called their boss. I called XXXX XXXX and XXXX began to scream at me that I was a liar, that he was recording me, and they had photos. I offered more money. Their manager alluded I was stupid and that it happens all the time. I felt obligated to apologize to his team of drivers. XXXX sat at my kitchen table while I called XXXX XXXX and my apartments owner to find out that even XXXX does not assemble their XXXX   XXXX treadmills. On XX/XX/XXXX I did a fraud dispute through XXXX XXXX card and followed up per Monday XX/XX/XXXX and was denied. That day I did a dispute through escalations and customer service and was denied through the Shop My Exchange Escalations and XXXX XXXX as well as, his manager, XXXX, on Tuesday XX/XX/XXXX. I keep getting sent around. In the meantime, I am being billed {$99.00} for a Gold Delivery and was told by the XXXX to pay and call XXXX XXXX to redeliver. XXXX XXXX told me in order to have, XXXX, come back to pick up the XXXX XXXX box that I would have to put the box outside my apartment door. This manager is XXXX XXXX. I can not and will not. They are making the rules impossible. I want this done, to get my {$20.00} rewards from spending over XXXX points on my Military Star credit card, and to never do business with the XXXX or XXXX again. I was followed by my ex neighbor who worked at the XXXX on XXXX XXXX XXXX XXXX XXXX. That XXXX 's Employee 's had a privacy issue with every item I bought. In particular, my XXXX washer and Dryer. Which is why I buy things online. For privacy. Background information : I filed a criminal police report with the City of XXXX because I was followed tot he XXXX and XXXX XXXX XXXX by my ex neighbor from the XXXX and Base there XX/XX/XXXX crime report number XXXX. I already had a XXXX XXXX XXXX of Special Investigations Detachment XXXX XXXX XXXX  Allegations Case from XX/XX/XXXX Number : XXXX when a female clerk and customer XXXX XXXX  me while I was in their XXXX  XXXX XXXX XXXX Base Commissary shopping as a customer and tenant. Now, I moved off XXXX XX/XX/XXXX. Currently, I do not feel I should have to pay for the {$99.00} since the drivers did not extend the XXXX XXXX plan and left me a bunch of boxes & debris and did not assemble the XXXX  XXXX. They should have hurried it up. Instead the drivers sat around making small talk while I called XXXX and my owner of my apartment. Now, I am being forced to leave the two gigantic boxes outside or I will not get the full plan or the debris pick up. I am being threatened. I'm tired of it! I'm tired of their insinuations! This XXXX XXXX is only open 8-4. And, has not apologized or offered to pay a portion of the fee back. Or, even offered a reimbursement. I don't want to be an XXXX customer again. They really mislead me and took advantage of me and my XXXX. Now, they are talking about sending me to collections.

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