Consumer complaint received 2025-12-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Army and Air Force Exchange Service
State: AL

Complaint narrative:
I am filing this new complaint because AAFES ( Military Star ) mishandled my account, failed to properly process my Voluntary Payment Plan ( XXXX  ), placed my account into collections even though I submitted the XXXX  on time, reported inaccurate payment information, and continues to provide misleading or false statements in their responses. Their actions have caused ongoing credit damage and violate FCRA accuracy requirements. 

XXXX. I Submitted My Voluntary Payment Plan ( XXXX  ) BEFORE the Account Was Sent to Collections, but AAFES Ignored It I submitted my XXXX  before XX/XX/XXXX. 

Despite this : AAFES did not acknowledge receiving my XXXX  AAFES still sent my account to collections, even though a repayment agreement had been submitted They only admitted they received the XXXX  months later, after I filed my first CFPB complaint This shows a failure to process consumer-provided documentation and a failure to maintain accurate internal records. 

This is a violation of the FCRA because the resulting negative reporting is based on the companys own error. 

XXXX. AAFES Provided False Information About My Payment History AAFES stated in their previous CFPB response that the last payment they recorded was XX/XX/XXXX. 

This is incorrect. 
They have provided contradictory payment information in previous communications. 

Misreporting payment dates is explicitly an FCRA inaccuracy, and they have made no attempt to correct their inconsistent records. 

XXXX. On XX/XX/XXXX, I Sent a Demand Letter AAFES Ignored It On XX/XX/XXXX, I sent a written demand letter ( attached ) stating : Remove the account from collections Correct their reporting I would pay the entire balance once the account was properly corrected AAFES never responded to this letter. 

They ignored a formal investigation request, which violates their obligations under FCRA 623 and under CFPB investigation standards.

4. AAFES Continues to Report Inaccurate Information to the Credit Bureaus Because of their mishandling, the following information is inaccurate and requires correction : Placement date into collections Payment history Last payment date Delinquency date Internal handling timeline Because my VPP submission was ignored for months, the collection should be removed as a result of creditor error. 

AAFES continued reporting of this account as valid is improper.

5. AAFES Internal Records Are Not Reliable Their internal responses are contradictory and irresponsible : They claimed they never received the VPP until the CFPB complaint They claimed incorrect payment dates They failed to respond to my demand letter They failed to investigate my dispute This demonstrates systemic mishandling of my account and supports my request for deletion due to creditor error.

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