Consumer complaint received 2024-08-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Army and Air Force Exchange Service
State: VA

Complaint narrative:
On or about XX/XX/XXXX, the Army and Air Force Exchange Service ( AAFES ) took improper actions related to my credit card account and credit reporting. Despite an ongoing billing dispute that I filed under the Fair Credit Billing Act ( FCBA ) in XX/XX/XXXX, AAFES threatened to initiate involuntary collection actions, including wage garnishment. Furthermore, they reported inaccurate information to nationwide consumer reporting agencies ( CRAs ). Specifically, AAFES falsely claimed that my account had improved and listed the creditor as MILITARY STAR, which contradicted their own billing statements. Since filing the dispute, I have not made any voluntary payments, and AAFES failed to properly mark the account as DISPUTED, as required by law. 
Despite being notified of my dispute, AAFES has unlawfully initiated garnishments against my retired military pay, starting in XXXX and continuing to the present. These actions were taken without properly resolving the dispute and violate both federal law and my rights as a consumer. Additionally, the XXXX XXXXXXXX XXXX XXXXXXXX XXXX ( XXXX ), acting on behalf of AAFES, engaged in improper debt collection practices by garnishing my military retirement pay without due process. 
The information reported on my credit files is inconsistent and unfamiliar, listing different creditor names such as AAFES, AAFES/MILITARY STAR, EXCHANGE CREDIT, EXCHANGE CREDIT PROGRAM, and THE EXCHANGE. These discrepancies violate the Fair Credit Reporting Act ( FCRA ), which mandates accurate and transparent information. Despite numerous attempts to resolve these issues, both AAFES and the CRAs have failed to conduct proper investigations into my disputes, further damaging my credit standing. The CRAs continue to report inaccurate information, and AAFES has not addressed my concerns, violating the FCBA, FDCPA, and FCRA. 
Please note that the legal name is Army and Air Force Exchange Service, not Army & Air Force Exchange Service ( the ampersand & is not part of the legal name ). This is an important distinction that other consumers should be aware of when dealing with AAFES. 
This is not an isolated complaint against AAFES. I have filed numerous complaints, including, but not limited to, CFPB Nos. : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX These complaints represent just a few examples and highlight a broader pattern of misconduct that urgently needs to be addressed. 
Instead of continuing with boilerplate responses to my complaints, I recommend that AAFES adopt a more consumer-focused approach in their policies and procedures. A sample response that could improve their customer service and compliance is as follows : Dear XXXX XXXX, Our Client Advocacy team is actively reviewing the concerns and questions outlined in your Notice of Dispute & Billing Errors, dated XX/XX/XXXX, which we received on XX/XX/XXXX, via United States Postal Service, Certified Mail No. XXXX XXXX XXXX XXXX XXXX. This notice pertains to the credit card receivables account ending in XXXX. Please be assured that AAFES is committed to addressing your concerns as swiftly as possible. 
If you have any additional questions or require further assistance regarding this matter, please dont hesitate to reach out to me directly at XXXX. 
Sincerely, XXXX XXXX XXXX XXXX XXXX Army and Air Force Exchange Service By implementing such a response, AAFES can ensure that each consumer dispute is handled with attention to detail and transparency, fostering trust and compliance with federal laws. My experience, as reflected in the numerous complaints I have filed, demonstrates that AAFESs current approach does not meet necessary standards, especially when critical issues like unlawful garnishments and improper credit reporting are involved. 
By sharing my experience, I hope to raise awareness and assist others who may face similar challenges with unauthorized credit inquiries, account reporting, and issues related to credit reporting agencies. I respectfully request that the Consumer Financial Protection Bureau investigate these matters thoroughly and take appropriate action against AAFES, XXXX, and the CRAs involved. I am seeking corrective action, a cease and desist order to stop unlawful debt collection practices, and restitution for the financial harm caused. 
I also consent to the Consumer Financial Protection Bureau publishing this description on consumerfinance.gov after taking the necessary steps to address my complaint, so that others may learn from my experience.

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