Consumer complaint received 2024-03-05 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: Army and Air Force Exchange Service
State: AP

Complaint narrative:
I have been asking for the Military Star Card to provide clear information on the use of promotional pricing through its XXXX program. While I finally received an answer today when I called about where the payoff date was located on the bill, the costumer service agent could not provide an explanation for the lack of transparency in the bill. I have copied my email correspondence with Military Star Card below. 

From : XXXX Subject : XXXX  Interest Free Purchase Not Refleced Date : XX/XX/XXXX at XXXX XXXX  PDT To : XXXX Hello, Can you please clarify why the 18 month interest free XXXX purchase I made on XXXX XXXX is not noted on the attached bill? 

When I called the customer help line, I was told that in fact I am entitled to the 18 month interest free period and it was reflected in my account, just not on my statement. 

This failure of the statement to reflect the terms of the interest free purchase concerns me and is confusing. Please send me an updated statement that reflects this intrest-free-free financing as well as provides a breakdown of what portion of the bill I would need to pay in full to avoid any interest charges for this statement. 

I have attached a PDF of my bill and a receipt of my XXXX XXXX purchases. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX From : Military Star XXXX Subject : RE : [ External ] -XXXX  Interest Free Purchase Not Refleced Date : XX/XX/XXXX at XXXX XXXX  PDT To : " XXXX '' XXXX Hello Valued Customer, Thank you for contacting the XXXX XXXX XXXX. 

For further assistance on this matter, it would be best if you contact the customer service department and speak to a representative. 

If you have any further questions or concerns, please contact our Call Center at XXXX, or via email at XXXX. The XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX  XXXX  ) would like to thank you for your service. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Visit our online store! XXXX From : XXXX Subject : Re : Requesting Written Confirmation of XXXX 18 month interest free promotion Date : XX/XX/XXXX at XXXX XXXX PST To : Military Star XXXX XX/XX/XXXX, at XXXX XXXX, XXXX wrote : Hi, XXXX XXXX Thank you for your reply. I already called and spoke to customer service and was told that per Military Star Card policy XXXX deferred interest does not appear on the bill but that the database you all consult does shows I am eligible for 18 months deferred interest on my 3 XXXX XXXX purchase of {$1200.00}. 

Can you please send me *written confirmation* that I am entitled to the 18 months interest free as well as the exact date that the {$1200.00} must be paid in full to avoid any charges? I would also like for you to please explain why interest free promotions are not reflected on Military Star Card statements. 

The failure to include interest free promotions on the statement is confusing and can lead to customers : 1 ) paying of the credit statement too early rather than taking advantage of the promotion 2 ) missing the pay off date because it is so far in the future then being on the hook for the amount plus interest. 

I expect more transparent policies for a credit card that services our military community. I appreciate your time and look forward to hearing from you. 

Sincerely, XXXX XXXX XXXX XXXX From : XXXX Subject : Re : Requesting Written Confirmation of XXXX 18 month interest free promotion Date : XX/XX/XXXX at XXXX XXXX  PST To : Military Star XXXX Hello II have not yet received any information from management regarding my XXXX XX/XX/XXXX request that a printed bill be generated that shows my payoff date and amount on my XXXX XX/XX/XXXX purchase for {$1200.00} using the XXXX  special deferred interest program. 

Even more specifically, I am asking the XXXX XXXX XXXX to start producing a monthly bill for me that always contains the following : payoff date for the interest free purchase a reminder what the interest would be if it the amount was not paid off in full by the payoff date stated in the bill a separate breakout for current amount owed for any interest free purchases vis a vis total bill A breakout of any amounts specifically debited against the interest free purchase amount since the last payment was received I look forward to hearing from management and receiving a much more informative and easier to understand monthly bill. 

Thank you, XXXX XXXX RE : [ External ] -Re : Requesting Written Confirmation of XXXX 18 month interest free promotion To : " XXXX '' XXXX Date : XX/XX/XXXX at XXXX XXXX  Hello Valued Customer, Thank you for contacting the XXXX XXXX XXXX . 

For further assistance on this matter, it would be best if you contact the customer service department and speak to a representative. 

If you have any further questions or concerns, please contact our Call Center at XXXX, or via email at XXXX. ThXXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( XXXX XXXX ) would like to thank you for your service. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Visit our online store! 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