Consumer complaint received 2025-01-08 00:00:00
Product: Debt collection — Credit card debt
Issue: Took or threatened to take negative or legal action — Collected or attempted to collect exempt funds
Company: Army and Air Force Exchange Service
State: NV

Complaint narrative:
In XX/XX/year>, I ordered multiple shipments from the Army Exchange. I never received several of the items despite saying they were delivered. On XX/XX/year>, I emailed the Exchange at XXXX. I attached the police report as well as a list of the items I did not receive. I was initially ignored so I sent the email again, faxed the information, called with the information, and also mailed rhe documents. When I called I was instructed by the service representative to file a police report and submit it with a list of items missing SO THEY COULD BE CREDITED and I did so immediately. It wasn't until much later I was emailed that the Exchange would not be replacing nor refunding the lost items and they expected me to pay for the missing shipments. I c=obviously called to dispute this decision and was transferred to the first level management. The manager said she would escalate the issue and someone would be contacting me. This was the middle of XX/XX/year>. In the beginning of XXXX I followed back up with a different manager who also informed me that she would be escalating this to headquarters and they would be in contact. It is now XXXX and I have heard from no one until I received a threatening collection letter in the mail on or around XX/XX/year>. The letter stated I need to pay {$8700.00}. Without contacting me so I could offer further information, my requests have just been ignored. I refuse to make a payment until the balance is adjusted to reflect the missing items. The total of missing items is {$5900.00}. If the exchange reships the items, I will happily pay the full amount, but currently I have only received items totaling {$2800.00} and feel this is my balance. The order status for 2 items laptops show they still have not even be delivered. Additionally, it was stated that I signed for a TV stand and another piece of furniture but this is false. I never signed anything. Additionally, they said it was signed by XXXX. Firstly, I go by XXXX, NOT XXXX for business dealings. Second, I've been spelling my name for 46 years and know it's not spelled XXXX. Finally, when I request a copy of said signature, one can not be produced. The items that were supposedly delivered were delivered while I wasn't hope. How can I sign my name ( spelt wrong mind you ) on a day I was at a client 's home? Just this situation alone shows that something is wrong here. I was out of town when they sent the burgers and chicken I ordered. When I returned the meat was rotten as it was XXXX degrees the entire time I was out of state- 4 days. I called and informed them of it the night I got home. They didn't even credit nor replace the rotted meat. There were several items stated as delivered from the Exchange on XX/XX/year>. I was working that day and did not arrive home until about XXXX XXXX. There were no shipments outside or with any of the neighbors. Nor did the neighbors even see the items shown in the picture taken as proof of delivery. I believe these items were misshipped or stolen while I was out working. There were about as many items delivered the same day from XXXX. I think we can eliminate theft as the issue. I don't believe that a thief wothe coinsuld only be interested in just 100 % of the items shipped from the exchange. This is indicative of the items being delivered somewhere other than my apartment. The building in the picture looks like my building, however there are 9 or 10 buildings in 2 separate parking lots in our complex meaning the shipments may have been delivered to a different location within the complex. I asked the apartment management ( XXXX ) to ask around as people came in. The items never turned up. The only shipment that did eventually show up was the coins. I already informed the Exchange abut this. The office had the box and had misplaced it while rearranging the packages area. There is too much evidence proving I never received the shipments for the Exchange to try to make me responsible for the lost items. Additionally, they have insurance for this. I do not. As stated earlier, I have recieved {$2800.00} of the {$8700.00} the Exchange reports I owe. I am willing to pay what I received- the {$2800.00} but I should not have to pay for the {$5900.00} of items that were stolen, misshipped, and especially for the items they claimed I signed for ( while unable to provide proof of signature ).

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