FAQPage

Frequently Asked Questions

The Army & Air Force Exchange Service Inspector General Hotline

Does The Exchange sell vehicles in the United States?

No. If you have been solicited to purchase a vehicle in the United States by anyone using The Exchange (AAFES) name or logo it is a scam.

The Exchange does not have the authority to sell vehicles in the continental United States; nor will the Exchange advertise in civilian outlets such as newspapers or automobile sales magazines. Also, the Exchange does not act as a third party to ensure the validity of car sale transaction on behalf of sellers or buyers. To report this scam, please file a complaint with the Internet Crime Complaint Center at: https://www.ic3.gov/default.aspx

Who do I contact with complaints about my Military Star Credit Card?

Although you may contact the Exchange Hotline at any time, a more expeditious route towards resolution of your complaint might be to first contact Military Star at one of the numbers:

Exchange Credit Program/Military Star Card: (877) 891-7827 or militarystar@aafes.com

Collections: (800) 654-4074 or collections@aafes.com

Fraud: ecpfraud@aafes.com

Credit Dispute: creditdisputes@aafes.com

Are concessionaires at the Exchange required to charge local sales tax?

Yes. Concessionaires are not entitled to claim AAFES immunity from taxation. Concessionaires must collect and remit applicable sales and use taxes as required by state jurisdictional law.

Who do I contact with complaints about the shopmyexchange.com website?

Although you may contact the Exchange Hotline at any time, a more expeditious route towards resolution of your problem might be to first contact a customer service representative at 800-527-2345 or send an email to OnlineStoreComplaints@aafes.com.

Who do I contact with complaints about shipping or delivery of items purchased on the "shopmyexchange.com" website?

Who do I contact with question regarding my pay and benefits? (Applies to Exchange Associates only)

Although you may contact the Exchange Hotline at any time, a more expeditious route towards resolution of your problem might be to first contact your local servicing Human Resource Office.

You may also contact the Human Resources Support Center at (800) 508-8466 or send an email to hrsc@aafes.com.

For questions regarding Workers’ Compensation contact hrscwc@aafes.com

For questions regarding Managed Disability call (800) 644-2386

What is Fraud, Waste, Abuse and Mismanagement? Where should I report it?

Fraud

Any willful or conscious act adversely affecting Exchange interests including, but not limited to, acts of dishonesty that contribute to a loss or injury to the Exchange. Examples include acceptance of bribes or gratuities; making false statements; submitting false claims, or charging personal expenses to the Exchange.

Waste

Intentional extravagant, careless, or needless expenditure of Exchange funds, assets or resources, including intentional improper practices not involving prosecutable fraud. An example would be needless travel when a less expensive means is available, (i.e. going TDY when the objectives can be accomplished via VTC).

Abuse

Consciously and intentionally violating Exchange directives, policies, or procedures which result or could result in loss or injury to the Exchange not involving prosecutable fraud. Examples include intentionally or willfully misusing one’s position or grade for personal gain, intentionally or wilfully misusing Exchange personnel, equipment, and supplies.

Mismanagement

Mismanagement is the violation of personnel management policies and procedures. Examples of mismanagement are; failure to correct policy violations or failure to take corrective actions.

It is every associate’s responsibility to report all Fraud, Waste, Abuse or Mismanagement involving Exchange operations. Associates are encouraged to report such occurrences to management, Loss Prevention Directorate (LP) or the IG Hotline at https://odin.aafes.com/Oig

What other avenues of redress are available to me to resolve my complaints?

There are many resources available to you, depending upon the subject matter. You are encouraged to review our 'Read Before Filing' and this 'Frequently Asked Questions' page to find answers, resources, and assistance information that may expeditiously point you in the correct direction.

I am about to be fired or reprimanded. Can you stop this?

A complaint lodged with the Exchange Hotline will NOT stop any impending action against you. There is an established personnel appeal process. Exchange Associates are encouraged to contact their local Human Resources personnel for guidance concerning available options which may address their specific situation.

I may have been discriminated against, what do I do?

It is the Exchange's policy to ensure that every associate enjoys a non-hostile work environment free of discrimination or harassment of any kind. Harassment in the workplace is a form of discrimination and violates Equal Employment Opportunity (EEO) rules and regulations.

If you believe you have been subjected to discrimination, the established grievance channel is to contact an Exchange EEO Counselor within 45 calendar days by calling (800) 527-6790 or by sending an email to eeocounseling@aafes.com.

I have an emergency to report. Should I contact your office?

No. Contact your nearest emergency services department and/or law enforcement officials for that type of assistance.

Can I submit my complaint directly to the Exchange Inspector General or must I go to my supervisory chain first?

Although you may contact the Exchange Hotline at any time, a more expeditious route towards resolution of your problem might be to first contact your supervisory chain.

You are also encouraged to visit our 'Read Before Filing' page. In most instances, your supervisory chain has direct cognizance, purview, and oversight over programs, personnel, and operations regarding your immediate situation. Your supervisory chain may also assist in guiding you to other channels of resolution, where appropriate.

Can I come to your offices to file a Hotline complaint?

Yes. The Inspector General Office is located at Exchange HQs in Dallas, TX, but we encourage you to submit your complaint, and any supporting documentation via the online complaint form. Our experience has shown that written complaints, in a Complainant's own words, are better organized with augmenting details, and provide our office with the best starting point for analysis. If our office needs additional information, you will be contacted.

Can the Exchange Hotline take telephone complaints?

Yes. While our office will provide assistance via telephone, we encourage you to submit your complaint, and any supporting documentation via the online complaint form. Our experience has shown that written complaints, in a Complainant's own words, are better organized with augmenting details, and provide our office with the best starting point for analysis. If our office needs additional information, you will be contacted.

What can I expect if I call the Exchange Hotline?

You can expect your call to be answered by a trained, professional, and courteous investigator whose purpose is to answer your Hotline related questions and to provide guidance on submitting a complaint. The IG Hotline is answered Monday – Friday 0730-1600. After hours, you may leave a voicemail and someone will contact you.

How do I submit a Hotline complaint?

You may submit your complaint, and any supporting documentation, in writing via the online complaint form (https://odin.aafes.com/oig).

Do I have to identify myself?

No. If you file your complaint anonymously, we will not know who you are. As such, we will not be able to contact you to request additional information or provide you the status of the case.

What happens after I file a complaint? Am I guaranteed an investigation?

An investigator will evaluate your complaint and determine if the matter warrants further inquiry. Our office will send a confirmation email to let you know the general disposition of our analysis, if you provide your name and contact information. We appreciate your patience during this process.

No one is guaranteed an investigation. Depending upon what allegations are submitted, the Exchange Inspector General (EIG) office may not be the correct entity to file a complaint with, as certain matters do not fall under Exchange Inspector General’s purview. If your complaint is being reviewed by another agency or Exchange directorate, it is not appropriate for the EIG to conduct an inquiry. Please allow the primary agency/directorate time to complete its process before submitting your complaint. If all other avenues of redress have been attempted, a review of your complaint may be inquired by the EIG.

Can I expect an Exchange Hotline investigator to contact me after I file a complaint?

Upon receipt of your written complaint, and supporting documents (if any), an Exchange Hotline investigator will evaluate your complaint. If our office needs additional information, you will be contacted. Conversely, if our office does not require additional information during this analysis stage, you will not be contacted by our office, outside of a brief confirmation acknowledging receipt of your complaint.

What happens if I do not agree with the findings from your office?

If you have new and relevant information to further augment your complaint since your original allegations were filed and a decision rendered, you may submit the new information and request reconsideration. However, if you are merely unhappy because you do not agree with the outcome, the IG will not conduct further investigation.

How can I file a request under the Freedom of Information Act?

Once your case is closed, you may obtain the results through a Freedom of Information Act (FOIA) request. Visit www.shopmyexchange.com and click FOIA/Privacy link for more information about submitting a FOIA request.