Consumer complaint received 2024-02-14 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: Army and Air Force Exchange Service
State: TX

Complaint narrative:
I have exhausted all efforts to receive help with AAFEs Military STAR Rewards Program. Their terms and conditions for Automatic Rewards Distribution Process are in summary : The holder of the STAR card must be in Good Standings, which means the Account is not closed, bankrupt, charged off, blocked deceased, on a fixed payment plan, blocked when check writing privileges are revoked, over the credit line, or delinquent. Automatic Rewards Distribution Process in summary means once you accumulate the required number of points, the organization will automatically email you a Military Star reward card in {$20.00} increments. A current valid email is required on your account for the card holder to receive his/her rewards. Further the account must be in good standing to redeem his/her points. I meet and exceed all conditions for Good Standing.

At present STAR Card/AAFEs indicate I have accumulated over XXXX points. They are indicated the XXXX points have been processed and disbursed. This is not true ; I have not received any disbursement. When I communicate with the Credit Card Program-Operations to resolve, their consistent reply by voice and email is that my email on my AFFEs Exchange STAR credit card is non-valid. My efforts to resolve : 1. I contacted the Credit Card Program-Operations prior XXXX XX/XX/2024. I received a rude response from a Team Leader telling me she was a trained Team Leader, well trained and told me the solution was to change my email address and update my email address on the STAR website. I responded that her solution to my problem made no human or automated sense. I have previously explained that my email is valid. I received payment alerts, payment receive, statement ready, spending alerts, card was not present from AFFEs. I double checked that all domains are on my safe sender list and verified with my provider, XXXX, XXXXXXXX XXXX, and I had XXXX XXXX XXXX check to see if all domains were entered as a safe sender. Next, I called XXXX, my internet provider, to double check all junk, spam, etc. There is no indication that they did deliver my digital rewards. 
2. As a reminder 4 month ago, I was receiving my Card Redemption Rewards from XXXX. After that period of time, the Military Star Redemption ceased, with notification that my email XXXX was non-valid. 
3. On XXXX XX/XX/XXXX, XXXX sent my a message that there seems to be an issue with the email from XXXX 4. From XXXX XX/XX/XXXX to present numerous emails were sent to the XXXX XXXX XXXX XXXX name of individuals withheld ) with a message sent to me on XXXX XX/XX/XXXX that my Digital Rewards Card was deemed undeliverable. They want me to supply and update my account with another valid email address. The XXXX XXXX XXXX said that is the solution. It makes no sense when I have verified to all AFFEs departments and Military Accounts that my current is valid and verified by my Provider Experts. The AFFEs Exchange Credit Program has ignored all aspects of my case explaining the only solution is to vacate my current valid email address and submit another email address.

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