Consumer complaint received 2025-03-08 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: Army and Air Force Exchange Service
State: ID

Complaint narrative:
XXXX XXXX XXXX Attn : XXXX XXXX XXXX P.O. XXXX XXXX XXXX, TX XXXX Subject : Cancellation of Military Star Card Issue : I have been a holder of a Military STAR Credit Card XXXX XXXX. I have had the same account for 33 years. Recently, my account was canceled without any prior written notification to me that this action was going to occur. One day out of the blue I received in the mail ( USPS ) a letter from the Military Star Exchange Credit Program that my account was canceled.

Background : In the late summer or early fall of XX/XX/XXXX I received an email from the Military Star Exchange Credit Program that we were all to receive a new Military STAR Card. After months of not receiving a new Military STAR Card, I called the Military Star Exchange Credit Program and asked them if my new Military STAR Card was indeed sent. They informed me that my card had not been issued yet. I looked at my current Military STAR Card and saw that my current card had an expiration date of XX/XX/XXXX, so I just assumed that they were back-logged in getting the new Military STAR Cards delivered. 

The next thing I knew, I received a letter ( received XXXX XX/XX/XXXX ) from the Exchange Credit Card Center Manager, XXXX XXXX XXXX, informing me that my Military STAR Credit Card had been cancelled due to nonuse. Apparently, it went into a dormant status and then it was cancelled. 

I had not received any communication either via email or letter from the Exchange Credit Card Center that my account was going into these statuses. I feel that if I had been notified that this was going to occur, I would have used the card to keep it from going dormant and being cancelled. I would think that a Credit Program would be required to let an individual know so that they can keep this from happening. I would think that this would be a violation of some sort of consumer protection act or law. 

The day after I received the cancellation letter, I called the Military Star Exchange Credit Program to try and straighten this out and get my card re-instated. I called the XXXX number listed on the Cancellation Letter at the bottom of the letter. I was placed on hold for 54 minutes before I finally was able to talk to a person, her name was XXXX. After explaining the situation to XXXX, she informed me that there was nothing she could do as the card had already been cancelled. I then asked to speak to her supervisor and was placed on hold again for another 8 minutes before I was able to talk to her supervisor, XXXX. I once again explained the situation to XXXX and XXXX once again told me that there was nothing more she could do since the card had already been cancelled. I once again asked to talk to her supervisor or manager and was put on hold again for another 10 minutes. Finally, a manager whose name was XXXX came on the line and once again I explained the situation to her. XXXX told me that since the account was fully closed, there was nothing she could do to re-activate my account. This is how and why we are here and I am contacting you to try and get this situation resolved. 

All of the above people told me that I have to re-apply for a new Military STAR Card if I want a Military STAR Card. This presents a few hurdles for me : 1st- I have to qualify to obtain a new card. I am now retired and on a fixed income, I dont know if I could even qualify for a card monetarily. 2nd Along with qualifying for a card, what would my new credit limit be for a new card. My old account that was closed had credit limit of {$8200.00}, would I still have a credit limit of {$8200.00} or would it be considerably less since it is a new card. 3rd : I have been a member since XXXX, would the new card show a member since date of XXXX? I dont feel that would be appropriate since I have been a Military STAR Card holder since XXXX. 

I feel my consumer rights have been violated as the Exchange Credit Card Center did not provide me a means to keep my Military Star Card. They should have informed me that my card was going into a dormant status and would be cancelled if I did not use the card. I should have been given the opportunity to keep this card active.

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