Consumer complaint received 2021-03-11
Company: Army and Air Force Exchange Service
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I was in the military for 27 years, I had an unfortunate incident in XXXX in XXXX. I was hospitalized at the XXXX hospital in XXXX for 2 years. I was unable to pay any debts I owed. I was released and medically discharged honorably in XX/XX/XXXX. I was sent back to the US to continue my rehabilitation. Upon return, I started to piece my life back together by contacting any creditor and pay any debts I had owed. Due to my XXXX XXXX XXXX, I have some minor issues with XXXX XXXX & various other issues. So I paid all of my debts and all companies agreed to remove the items off of my credit report once the balances were paid in full, all but one Military Star otherwise known as Army Air Force Exchange ( AAFES ). Due to the time I was hospitalized AAFES forwarded by Military Star Account to XXXX. On XXXX XX/XX/XXXX, I spoke with XXXX from AAFES collections and he agreed to remove the item from my credit report once the balance was paid in full as long as I agreed to also have any income tax refunds or any other means possible extracted automatically from my pay. I agreed. On XXXX XX/XX/XXXX I called AAFES collections and spoke with XXXX. XXXX stated I had three accounts, XXXX XXXX  XXXX Today, XXXX  XXXX  was paid in full XXXX XXXX, but your XXXX XXXX has a balance of {$110.00} and will be deducted on the XX/XX/XXXX, the full amount of {$410.00} will be deducted, the remaining amount will be refunded in XXXX days. I then asked XXXX if it would be removed from my credit report and XXXX stated he did not have that capability, but his supervisor could, he connected me to his supervisor XXXX, XXXX stated due to the circumstances we can remove it from your credit report once the balance is paid in full, call back in once the balance has been paid in full. On XXXX XX/XX/XXXX I spoke with XXXX, XXXX stated the balance was XXXX, and she would submit the removal from the credit bureaus, but it may take 30-45 days. I checked in XX/XX/XXXX and it was on all 3 of my credit reports, I checked again in XX/XX/XXXX and it was deleted from XXXX, but was still showing on XXXX and XXXX. I had to go back to the hospital for another XXXX XXXX, I contracted a XXXX XXXX in XXXX, XXXX and I was having serious XXXX problems. In XXXX I had my XXXX, XXXX, XXXX XXXX, and XXXX XXXX XXXX. So I have basically been hospitalized or recovering through that time. I had forgotten about the AAFES problem because I was not looking at my credit report. Recently the owners of my apt . stated they wanted to move back to the Apt in FL. and I had to move. I applied to 3 different places and was denied because I had a derogatory comment on my credit report. I checked my report and AAFES is still reporting it to the XXXX and XXXX as " Account seriously past due date/account assigned to attorney, collection agency, or credit grantor 's internal collection department ''. I have disputed it with them and the collection bureaus, I have called them on the phone, emailed them. All to no avail. They stated the information is correct. I even hired a credit repair company to help me. They refuse to cooperate. They agreed to remove Military Star from my credit reports on 3 occasions, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Now they refuse to even investigate the amount I paid, also they charged me an additional {$1300.00} from the original balances. I would not make such a big deal of this, but I am situation where it is affecting my ability to find an apt near a hospital, and they agreed to remove it from my credit report and they partially did, only from XX/XX/XXXX. During that period I was married to a XXXX woman and she used the card and was not on the card. She paid some of the bills that came to my house but divorced me while I was in the hospital.

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