Consumer complaint received 2022-01-28 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Army and Air Force Exchange Service
State: NC

Complaint narrative:
I opened a Military Star store credit card on XX/XX/XXXX and made my first purchase with said store card on XX/XX/XXXX of XXXX. There was a promotion going on with my purchase that stated there was a zero ARP interests rate on my purchase for an entire year. I started making payments on my card in XX/XX/XXXX of XXXX and my payments were going through I even earned {$20.00} dollar reward cards for said payments. My issues with paying off my military star card started around the end of XXXX beginning of XXXX in XXXX, while I was still making one time payments, I never received anything stating that the payments were not going through XX/XX/XXXX of XXXX I received an email from said account stating that my ACH payments were revoked due to thee fact that my payments were being returned as unpaid by my bank. I called military star to ask them is there another way for me to pay my bill besides the ACH payment method in which they told me I would have to go to an exchange location and continue to pay my balance off. I told the person on the phone that there was not an exchange location near me since I was residing in XXXX, Georgia and she told me that was the only option I had in regards to paying off my debt. 
Also around this time I lost my job on XX/XX/XXXX of XXXX due to covid and stated that in a goodwill letter that I emailed to the military star on XX/XX/XXXX of XXXX, they responded on XX/XX/XXXX of XXXX and agreed to remove said late payments from my credit report. On XX/XX/XXXX of XXXX I emailed the military star regarding the hold they placed on my account and also requested for the due date of my payments to be changed to the XXXX of each month due to the fact it would allow my bank to process said recurring payments to pay off said debt on my credit card with the military star, instead of them trying to work with me since I still did not have a stable job that was paying me they told me there was nothing they could do and my account would be sent into delinquency. I was unable to sign into my Military star account for my credit card after speaking with them through email and over the phone during the entire month of XXXX of XXXX. I still did not have a job at this point and was still unsure what happened to my account, then on XX/XX/XXXX of XXXX I was in a car accident which left me unable to work for months, but on XX/XX/XXXX of XXXX I decided to try and log back into account to see how much I owed them, again I had not used the card since XX/XX/XXXX of XXXX so I was shocked to see that the military star was requesting a {$600.00} dollar payment from me along with the minimum {$320.00} that I was supposed to pay. I emailed them on XX/XX/XXXX of XXXX and on XX/XX/XXXX of XXXX they asked for my name, dod number, and mailing address to assist me further with my account, I emailed them the information and they never responded to me. On XXXX the XXXX of XXXX, while I was at home someone knocked on the door and delivered a package to me I was unsure of what it was and I opened it. It was paperwork for an XXXX hearing or an automatic Wage Garnishment hearing where they stated I had until XXXX the XXXX of XXXX to send in information to request a hearing. I mailed said information to the address that was given to me on XX/XX/XXXX of XXXX, again I was still recovering from my car accident and still did not have a stable job. I sent in all the information requested and did not hear anything from XXXX XXXX or Military Star. 
On XX/XX/XXXX of XXXX I received an email with an attached letter for XXXX hearing I sent an email to XXXX on XX/XX/XXXX of XXXX again stating that the amount I owed was incorrect, they responded on XX/XX/XXXX of XXXX stating that my hearing would be rescheduled for XX/XX/XXXX of XXXX meaning that my hearing had already occurred without my knowledge. On XX/XX/XXXX of XXXX I received a PDF file on their decision where it was stated that I attempted to mail in payments to said account on XX/XX/XXXX for {$150.00} and XX/XX/XXXX for {$200.00} dollars. Again I never mailed in payments all the payments I made or attempted to make on this account were through ACH payment and I stopped receiving statements from this account after XX/XX/XXXX of XXXX. I provided all evidence for my hearing only for them to have the hearing occur without me being there. I feel like this is a violation of my rights and I would like for this matter to be throughly investigated.

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