Consumer complaint received 2016-06-05 00:00:00
Product: Credit card — 
Issue: Billing statement — 
Company: Army and Air Force Exchange Service
State: MD

Complaint narrative:
I AGREED TO REPAY THE MILITARY STAR/AFFES ACCOUNT XXXX PER MONTH STARTING IN XXXX OF 2016 AND HAVE DONE SO BUT I DONOT RECIVE A STATEMENT SHOWING MY ACCOUNT PAYMENT OR BALANCE AND WAS TOLD TO CALL IN AND GET A BALANCE I HAVE NEVER MADE A PAYMENT ON A ACCOUNT AND WAS TOLD TO CALL IN FOR A BALANCE. BELOW IS THE EMAILS I SENT IN REGARDS TO THIS MATTER. I MADE ANOTHER PAYMENT ON XXXX XXXX XXXX XXXX, We do not normally remove credit history reporting 's that are correct. Your MILITARY STAR account charged-off to our collections department and will remain due to its accuracy. Once the debt is paid in full you can request it to be updated as 'charged-off paid in full. ' Respectfully, XXXX XXXX XXXX XXXX Army & Air Force Exchange Service XXXX XXXXXXXXXXXX Visit our online store! www.shopmyexchange.com From : XXXXXXXXXXXX XXXX XXXX : XXXXXXXXXXXX XXXX Sent : Thursday, XXXX XXXX, 2016 XXXX XXXX To : ECP Pay Assistance Subject : Re : HELLO XXXX XXXX WE SPOKE WITH OUR AER FINANCIAL ADVISOR AND HE INDICATED WE COULD REQUEST THE CHARG OFF BE REMOVED. SINCE WE ARE MAKING MONTHLY PAYMENTS ON THE BALANCE DUE. WOULD YOU REMOVE THE CHARGE OFF WE ARE NOT ASKING THAT THE LATE PAYMENTS BE REMOVED JUST THE CHARGE OFF STATUS THANK YOU XXXX XXXX -- -- -Original Message -- -- - From : ECP Pay Assistance & lt ; XXXXXXXXXXXX & gt ; To : XXXXXXXXXXXX ' & lt ; XXXXXXXXXXXX & gt ; ; ECP Pay Assistance & lt ; XXXX & gt ; Sent : Mon, XXXX XXXX, 2016 XXXX XXXX Subject : RE : Re : XXXX XXXX XXXX, In most cases a statement is generated after a payment is made, however, I do not see that the system generated a statement on your account. This could be due to the age of your TOP account. Later this year we are upgrading our TOP system and you will receive a statement every month for sure. I can request a balance letter be mailed to you if you would like. 

Your credit history will not be updated until the debt balance is paid in full. At that time, It will reflect " charged-off paid in full '' Once this debt is paid in full you can re-apply for a MILITARY STAR account at that time. 

Thank you for this opportunity to assist you. 

Respectfully, XXXX XXXX XXXX XXXX Army & Air Force Exchange Service XXXX XXXXXXXXXXXX Visit our online store! www.shopmyexchange.com From : XXXXXXXXXXXX XXXX XXXX : XXXXXXXXXXXX XXXX Sent : Friday, XXXX XXXX, 2016 XXXX XXXX To : ECP Pay Assistance Subject : XXXX : HELLO XXXX XXXX WOULD YOU PLEASE MAIL ME A STATEMENT FOR THIS MONTH AND LAST MONTH. ALSO ARE MY CREDIT PRIVILEGES DISCONTINUED? OR AM I ON A REPAYMENT PLAN TO REESTABLISH MY CREDIT. THANKS SO MUCH FOR THE INFORMATION XXXX XXXX -- -- -Original Message -- -- - From : ECP Pay Assistance & lt ; XXXXXXXXXXXX & gt ; To : XXXXXXXXXXXX ' & lt ; XXXXXXXXXXXX & gt ; ; ECP Pay Assistance & lt ; XXXXXXXXXXXX & gt ; Sent : Fri, XXXX XXXX, 2016 XXXX XXXX Subject : XXXX : XXXX XXXX XXXX, I apologize for the incorrect information you were given. 

Statements are generated when a payment is made. The payment agreement is clearly set up on the account. 

Respectfully, XXXX XXXX XXXX XXXX Army & Air Force Exchange Service XXXX XXXXXXXXXXXX Visit our online store! www.shopmyexchange.com From : XXXXXXXXXXXX XXXX XXXX : XXXXXXXXXXXX XXXX Sent : Friday, XXXX XXXX, 2016 XXXX XXXX To : ECP Pay Assistance Subject : HELLO XXXX XXXX I FORWARDED YOU A EMAIL YESTERDAY IN REGARDS TO MAKING A PAYMENT IN THE STORE AT XXXX PROVING GROUND EXCHAN

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation