Consumer complaint received 2026-05-29 00:00:00
Product: Prepaid card — Gift card
Issue: Advertising — Changes in terms from what was offered or advertised
Company: Army and Air Force Exchange Service
State: FL

Complaint narrative:
In XX/XX/XXXX, Military Star issued me a {$100.00} rewards card with an expiration date of XX/XX/XXXX. On XX/XX/XXXX, I used that card and a separate {$20.00} rewards card to place XXXX order # XXXX. On XX/XX/XXXX, I canceled the order. After I canceled the order, I contacted XXXX customer service. A phone representative informed me that XXXX would issue a replacement {$100.00} rewards card with a new 90-day usage period because the original card was only two days from expiration when I canceled the order. Based on that representation, I reasonably believed I would have approximately 90 days to use the replacement balance. On XX/XX/XXXX, XXXX emailed me, stating that the {$100.00} rewards card was " now available to use '' and that it had issued a replacement {$20.00} gift card. However, XXXX did not disclose that the {$100.00} rewards card would expire on XX/XX/XXXX. The Military Star rewards website also did not display the card 's expiration date. Because neither the XX/XX/XXXX email nor the Military Star rewards website disclosed the XX/XX/XXXX expiration date, I had no reasonable way to determine when the restored balance would expire. In addition, I have not found any published terms for the Military Star rewards program that explain that a rewards card restored after an order cancellation would expire 30 days later. Because XXXX customer service informed me that I would receive a replacement card with a new 90-day usage period, I believed that I had additional time to use the remaining balance. On XX/XX/XXXX, I used {$18.00} from the card at a local XXXX store. I later discovered that the rewards program deactivated the card on XX/XX/XXXX. At the time of deactivation, the card still held a remaining balance of {$81.00}. Had XXXX disclosed the XX/XX/XXXX, expiration date, I would have redeemed the remaining balance before the card expired. I contacted XXXX customer support via email on XX/XX/XXXX, and XX/XX/XXXX, to request clarification and restoration of the remaining balance. XXXX representative XXXX XXXX informed me that the card had expired and directed me to contact the Military Star rewards program. I then contacted Military Star customer service on XX/XX/XXXX, but I did not receive a response. In addition, on XX/XX/XXXX, XXXX representative XXXX XXXX informed me that XXXX had deactivated the {$20.00} gift card for replacement order # XXXX and issued a {$10.00} replacement order # XXXX. She further stated that XXXX would add the remaining {$10.00} to bring the replacement gift card balance to {$20.00} within 72 hours. However, XXXX never added the additional {$10.00}. I notified XXXX on XX/XX/XXXX, and again on XX/XX/XXXX, that the replacement gift card still reflected only a {$10.00} balance, but I did not receive a resolution. Between XXXX and XX/XX/XXXX, I made repeated good-faith attempts to resolve both issues directly with XXXX and Military Star before filing this complaint. Attached to this complaint are emails between me, XXXX, and Military Star regarding XXXX # XXXX. The correspondence documents the availability of the {$100.00} rewards card after the order cancellation, the lack of disclosure regarding the XX/XX/XXXX, expiration date, my requests to restore the remaining {$81.00} balance, the unresolved {$10.00} replacement card issue, and my subsequent attempt to resolve the matter directly with Military Star.

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