Consumer complaint received 2025-02-19 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: Army and Air Force Exchange Service
State: TX

Complaint narrative:
Emails and Letters text are identified below. Most recent on top. I asked XXXX XXXX why they are charging interest. Customer Service Confirmed that I made qualifying purchases yet, XXXX XXXX is telling me that they will not honor the 0 % advertised because I did not realize they were charging me interest until now. Please see correspondence below : EMAILS : Military Star Wed, XX/XX/XXXX, XXXX ( 6 days ago ) to me Hello Valued Customer, Thank you for contacting our office concerning your MILITARY STAR account with the Army and Air Force Exchange Service ( The Exchange ). 



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



If you have any further questions or concerns, please contact our XXXX XXXX at XXXX. The Army and Air Force Exchange Service ( The Exchange ) would like to thank you for your service. 



Sincerely, XXXX XXXX The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Visit our online store! XXXXXXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : Military Star XXXX Subject : [ XXXX ] -Re : [ XXXX ] -Re : Your MILITARY STAR Card Statement Is Ready To View XXXX. 



XXXX sure the fine print probably states that somewhere. XXXX XXXX did not properly apply the promo code. Based on your last message you are stating it is my responsibility to ensure the prompt is applied properly to not charge me interest? How is it XXXX and card companies are still doing this? XXXX XXXX also probably is aware that XXXX XXXX XXXX and their families are focused on other things. Good job taking advantage of me not fully paying attention. 

As a consumer, I did my part. I set up auto pay and have not missed a single payment, ever. We will pay off this balance and I will report XXXX XXXX for false advertisement. You must apply promotions you advertise. You should be ashamed to have to write your previous email out. I have other cards, exceptional credit, well into the XXXX and will never use the XXXX XXXX again. I will be sure to screen shot this message and share with every XXXX XXXX I know. This is NOT ok. 



XXXX XXXX Sent from my XXXX On XX/XX/XXXX, at XXXX, Military Star XXXX wrote : Hello XXXX XXXX, Thank you for contacting our office concerning your MILITARY STAR account with the Army and Air Force Exchange Service ( The Exchange ) . 



In response to your email, XXXX management Correspondences mail received-Due to the terms and conditions customer has 60 days to request promo added to account. No prior request made for purchase made on XXXX XX/XX/XXXX. Request is out of range and denied. 



If you have further questions or concerns, please contact us at XXXX or XXXX. The Army and Air Force Exchange Service ( The Exchange ) would like to thank you for your service. 



Sincerely, XXXX XXXX The Military Star Email Team Army & Air Force Exchange Service XXXX XXXX Visit our online store! www.shopmyexchange.com From : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX  To : Military Star XXXX Subject : [ XXXX ] -Re : Your MILITARY STAR Card Statement Is Ready To View Hi XXXX. XXXX following up on this. I understand requests are worked in the order that they are received. Can you provide a timeline expectation? 



XXXX XXXX Sent from my XXXX On XX/XX/XXXX, at XXXX, Military Star XXXX wrote : Hello, Thank you for contacting our office concerning your MILITARY STAR account with the Army and Air Force Exchange Service ( The Exchange ). 



Per your response, I understand your situation. As a reminder, please continue to review your monthly statements and the current balance that is reflected for that month. 



A request has been submitted to review your account for waiving the current interest fees and adding the account to a promotion plan. All requests are worked in the order received. 



If you have any further questions, please feel free to contact MILITARY STAR customer service at the phone number listed below for a status update. 



Thank you for your service and have a wonderful day. 



Sincerely, XXXX XXXX The Military Star Email Team Army & Air Force Exchange Service XXXX XXXX Visit our online store! XXXX  From : XXXX XXXX XXXX Sent : Saturday, XX/XX/XXXX XXXX PM To : Military Star XXXX Subject : [ XXXX ] -Fwd : Your MILITARY STAR Card Statement Is Ready To View Please see the attached scan for a letter to the disputes team. Please advise on next steps and how quickly we will hear back. Thank you, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Sat, XX/XX/XXXX at XXXX Subject : XXXX : Your MILITARY STAR Card Statement Is Ready To View To : XXXX Good Afternoon, Can someone please explain why I am being charged interest on this account when it was advertised the purchase would be interest free? 



XXXX XXXX XXXX Sent from my XXXX Begin forwarded message : From : XXXX Date : XX/XX/XXXX at XXXX XXXX To : XXXX Subject : Your MILITARY STAR Card Statement Is Ready To View Reply-To : XXXX ****************************************************** LETTER/EMAIL Sent XX/XX/XXXX : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX XXXX XXXX XXXX Disputes Unit XXXX XXXX XXXX XXXX, TX XXXX TO WHOM IT MAY CONCERN XXXX XXXX XXXX XXXX XXXX, XXXX writing XXXX behalf of myself and my Husband XXXX XXXX. We are disputing the interested charges on our account ending in XXXX. It was advertised at the time of purchases ; XX/XX/XXXX in store at the Exchange on XXXX XXXX XXXX and XX/XX/XXXX on XXXX that we would be charged 0 % interest. We made qualifying purchases, per promo signage in store and online. Please reference the statements attached, proof of purchase and promos offered in XXXX of XXXX. The interest charges we are requesting refunded/credited are as follows ; XX/XX/XXXX {$17.00}, XX/XX/XXXX {$17.00}, XX/XX/XXXX {$18.00}, XX/XX/XXXX {$18.00}, XX/XX/XXXX {$19.00}, XX/XX/XXXX {$19.00}, and any future interest charged regarding these XXXX purchases. 

I called Military Star Card Customer Service ( XXXX ) on XX/XX/XXXX to confirm that promos for qualifying purchases were made. 
We can be reached via phone, or email at the following : XXXX | XXXX XXXX XXXX XXXX Warm regards, 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