Thousands of AAFES customers who ordered food online see late credit card charges due to glitch
By JENNIFER H. SVAN | STARS AND STRIPES Published: December 5, 2019
KAISERSLAUTERN, Germany — Army and Air Force Exchange Service overseas customers who ordered online in recent months from exchange fast food restaurants could see batches of late charges turning up on their credit cards.
The exchange notified 32,000 customers in November that they had one or more delayed credit or debit card transactions, said Julie Mitchell, an AAFES spokeswoman. The orders were not processed at the time of purchase due to a technical glitch.
The total amount of transactions involved is $6.7 million, Mitchell said in a statement.
Customers caught up in the glitch were those who used the exchange’s online food ordering system, iMenu360, and who then paid with a credit or debit card other than the Military Star card from June 25 through October. Five installations in Germany, one in the United Kingdom, one in Guam and 16 in the Asia-Pacific region were affected, Mitchell said.
The exchange is still retroactively processing charges from July and August, Mitchell said. Customers were notified via email that these charges would be applied in December, she said. The remaining retroactive charges have already been resolved.
“The Exchange began notifying affected customers via email in November,” Mitchell said. “We advised customers we could offer assistance and payment terms if the delayed transactions caused hardship.”
The system glitch was discovered during financial reconciliation, when it was determined that all the payments had not been received, Mitchell said.
The exchange’s online food ordering service for pickup or delivery is available at installations the company’s restaurants serve in Okinawa, South Korea, Germany, the United Kingdom, Japan and Guam.
Customers can search by restaurant brand or location at https://aafesprem.imenu360.com.