Consumer complaint received 2025-06-27 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Army and Air Force Exchange Service
State: TX

Complaint narrative:
Military Star account, which continues to show as open despite no action being taken by Military Star after a voluntary allotment request was submitted. Unfortunately, no involuntary action was taken, and the account was subsequently sent to collections. Before this account was sent to collections in XXXX, I submitted documentation XX/XX/XXXX that military star sent me to voluntarily take this into TOPs with IRS. However, this request was never processed, and the account has since become severely delinquent. Despite numerous attempts to resolve this matter through certified mail. I have made every effort to resolve this issue, but have not received adequate assistance. It appears that AAFES  has created unnecessary difficulties for service members regarding their credit, rather than processing allotments as requested and addressing these issues promptly they would rather the account go into collections and not respond to attempts to fix the account and then they collect on the interest rate literally is my case currently what is happening. I think its completly unfair, illegal and unjust that a company throws my account into collections when it was at a {$5400.00} balance when i submitted a request for an alottment ( take out of my paycheck ) and provided the sent documentation showing that i wanted to voluntarily enter into TOPs with IRS. because they did not process that alottment they threw it the account into collections with XXXX XXXX XXXX and then it racked up interest over the two years and never responded to attempts to fix the account or reconcile the issue. When tax time came FY XXXX for tax year XXXX I pushed my taxes ( by requesting the IRS TOPs ) to be submitted by bringing the balance down from {$7500.00} to {$4500.00} currently however, most of that is interest rate they been charging me without responding to my attempts to resolve the account so that is fraud and theft and illegal. My account if done correctly would not be in collections and would be down to about 20 % of the account limit of {$5500.00} however, since they illegally and breached the contract, pushed it to collections, they been making money off of this account when its no fault of my own. 

Following this complaint two ( 2 ) others will be filed with : Federal Trade Commission ( FTC ) Office of Servicemember Affairs ( a division of the CFPB ) If Military Star continues to fail to provide due process, honor the terms of the agreement, or fulfill its obligation to submit the requested documentation to TOPS, then I will be left with no alternative but to pursue a civil action against Military Star and file a formal Congressional complaint to address these violations and seek appropriate remedy.

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