Consumer complaint received 2026-04-20 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Army and Air Force Exchange Service
State: AL

Complaint narrative:
Formal Dispute, Request for Validation, and Settlement Offer XXXX XXXX XXXX XXXX XXXX XXXX, Alabama XXXX Phone : XXXX Date of Birth : XXXX Last XXXX SSN : XXXX To Whom It May Concern, I am writing to formally dispute the alleged Military Star account balance being reported and collected by Army & Air Force Exchange Service ( AAFES ) and XXXX XXXX XXXX. ( XXXX ). The notice referenced in your correspondence was mailed to XXXX XXXX XXXX. I have not resided at that address since XX/XX/2024. A change-of-address was filed with the XXXX XXXX XXXX XXXX at that time . Because the notice was sent to an outdated address, I did not receive it. In addition, my Military Star account had been locked or disabled without my knowledge. Because of this, I was unable to access my account online to review the balance, make payments, update my address, or communicate through the account system. The only action available to me was submitting a change of address with the XXXX XXXX XXXX XXXX I previously submitted written requests for validation of this alleged debt, including documentation showing the amount owed, a full accounting of charges and interest, and proof that I am legally obligated to pay the balance claimed. I have not received any such validation or supporting documentation. The balance being collected appears to include an additional collection fee of approximately 27 percent. I have never received documentation showing the contractual basis for this charge, nor any signed agreement demonstrating that I consented to such a fee. Accordingly, I request the following documentation : XXXX. Complete validation of the alleged debt, including the original account balance and itemized statement history. XXXX. Documentation showing the calculation and legal basis for any interest, penalties, or collection fees, including the 27 percent collection charge. XXXX. A copy of the signed credit agreement or contract demonstrating my obligation for the account and any related collection costs. XXXX. Documentation showing the authority allowing XXXX XXXX XXXX to collect on this account on behalf of AAFES. My only source of income is survivor benefits related to my late husbands military service. These survivor benefits are protected income and are not subject to ordinary consumer debt garnishment. I do not receive tax refunds and typically owe taxes rather than receive refunds. As a result, there are no typical offset sources available for collection. In the interest of resolving this matter efficiently and in good faith, I am willing to offer a settlement of {$1000.00} as full satisfaction of the account if the debt can be recalled from collections and resolved. This offer is made without admission of liability and is contingent upon written confirmation that the account will be considered fully settled. This offer is being made in good faith to resolve this matter promptly and avoid further dispute or escalation, and is contingent upon written confirmation that the account will be considered fully satisfied, the debt recalled from collections, and all credit reporting updated to reflect a XXXX balance. Upon written acceptance and agreement to these terms, payment of the {$1000.00} settlement will be made within XXXX ( XXXX ) business days. Until the requested documentation is provided, the debt remains formally disputed. Please provide all requested documentation in writing to the mailing address listed above. Sincerely, XXXX XXXX

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