Altitude Reserve Rewards problem

[NoHardLimits]

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@xenon3030 wrote:

It might be a Google Wallet setting issue at the store (issue from the store side or Google side but not your side), since this payment method much less used vs Samsung/Apple Pay in my region (Bay area). I had a similar issue at a Walgreens store (Google Wallet was denied while Samsung Pay worked). 

I used payments up to 4-5k using both phone (Samsung Pay) and online using computer (Google Pay) without issue. I could use Google Pay properly only at limited stores until now, using my phone.

My main issues are not tracking 3x and not sending SMS for RTR. I need to book ~3-4x times a flight (refundable), unenroll/enroll to RTR multiple times to be able to receive the SMS for RTR.

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I've never had a Google Pay transaction declined for any amount, though my largest single transaction was only a little over $900.

I have not yet received the missing points for this year's mobile wallet transactions, but I did receive the 5000 customer appreciation points promised to me when I called customer service.  My statement cuts in a few days, so I will report back then.

So far this year, I have received two RTR credits for hotel stays without having to unenroll/enroll in RTR.  The stays were paid for using my physical card, not mobile wallet.

[Anonymous]

Response to CFPB complaint:

We received your request for assistance from the Consumer Financial Protection Bureau. We appreciate
the opportunity to respond to your concerns regarding rewards points.
Allow us to begin by saying that we are committed to the products and services we offer, but more
importantly, the customers we serve each day. We understand that you have concerns with the mobile
wallet rewards points that you are receiving. Please allow us this opportunity to provide you with
additional information regarding this matter.

We were made aware at the end of December and into January, mobile wallet transactions weren’t
appropriately being defined as mobile purchases. This issue prevented U.S. Bank Altitude Reserve Visa
cardmembers from earning the proper rewards points for these transactions. We are working to resolve
the issue and ensure cardmembers are awarded the designated rewards they earned for their mobile
wallet transactions.
Our records show on February 13, we mailed you the enclosed letter explaining that we are still
researching this issue and will contact you by mail as soon as our research is complete. Please rest assure
that you will be awarded the correct number of rewards points for your mobile wallet transactions once
this issue is fixed.
We have taken the time to review the recorded telephone calls on January 23, and February 7, for
verification of accuracy and quality. We believe the representatives conducted themselves in a
professional manner and provided information to the best of their ability. As mentioned in your
correspondence, we can confirm that you were given 5,000 rewards points as a gesture of appreciation
for your business. We reviewed the call on January 26, and can confirm the representative did not
understand your concerns in a timely manner. We apologize for the inconvenience and frustration this
matter has created for you. We expect our employees to be professional and knowledgeable at all times.
Please refer to the enclosed letter mentioned above that was mailed in response to the research request
the agent opened for you. We apologize for any misunderstanding that may have occurred.

We apologize for any inconvenience this may have caused for you. Please reach out to us directly at
888-342-5733 with case number XXXXX if you have further questions or concerns related to this
response. For additional account questions, please contact our Cardmember Service department at
844-357-2015 (we accept relay calls).

OK, so at least some "official" confirmation that they are aware of the problem and are working to fix it.

Can't say I am happy though as this neglects the whole time-value-of-money (points) issue.   I'll be without my points for at least two months, which is more than just an inconvenience if I had been planning to use them to pay for a ticket.

They also don't mention educating the reps and perhaps encouraging those impacted to re-add the card to their wallet to prevent ongoing incorrect 1x transactions.

But I have a little faith that I will get the points some day!

ETA:  CFPB closed the complaint as US Bank had provided an explanation

[NoHardLimits]

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@NoHardLimits wrote:

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I have not yet received the missing points for this year's mobile wallet transactions, but I did receive the 5000 customer appreciation points promised to me when I called customer service.  My statement cuts in a few days, so I will report back then.

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My March statement cut, and I am still only receiving 1x per dollar on mobile wallet transactions with no retroactive points posted.  

[Anonymous]

So you didn't remove and readd the card to your wallet?   I did that to prevent continuing losses

[NoHardLimits]

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@Anonymous wrote:

So you didn't remove and readd the card to your wallet?   I did that to prevent continuing losses

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No, I have not removed/readded.  I was hoping that the problem would have been resolved by now.  I will try that before the next time I need to use mobile wallet (normally only use it about once a month or so).

[Anonymous]

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@SpaethCo wrote:

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Here's my bet - within 2 statement cycles all the missing points will show up in your account. If I'm wrong, I'll make a $50 donation to any charity of your choosing.

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March statement just cut, points still missing.   So why not donate $50 to US Bank so they can hire a work-experience highschooler for an hour or two to fix their systems!

[SpaethCo]

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@Anonymous wrote:

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@SpaethCo wrote:

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Here's my bet - within 2 statement cycles all the missing points will show up in your account. If I'm wrong, I'll make a $50 donation to any charity of your choosing.

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March statement just cut, points still missing.   So why not donate $50 to US Bank so they can hire a work-experience highschooler for an hour or two to fix their systems!

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You can still name a charity, I never would have expected it to drag out this long.  Supposedly there's some hang up between them and Ernst & Young on how this has to get fixed so they can still certify the audited records. They're drifting pretty close to this being a thing they have to disclose on their next 10-Q.

Even though points are just numbers on a screen, they need to have a funding source tied to a specific cost center. When you call and get the "sorry we messed up" points that comes out of marketing's cost center and not bucketed into payment service's card revenue where the funding is provided by settlement fees (and annual fees, interest, etc).

[Traveler101]

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@Anonymous wrote:

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@SpaethCo wrote:

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Here's my bet - within 2 statement cycles all the missing points will show up in your account. If I'm wrong, I'll make a $50 donation to any charity of your choosing.

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March statement just cut, points still missing.   So why not donate $50 to US Bank so they can hire a work-experience highschooler for an hour or two to fix their systems!

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I couldn't agree more. I've never seen a bank with so many issues. I wonder if I were to miss a payment date, how long before they were on the phone to me wanting resolve.

[Anonymous]

For various reasons, I changed my login id on US Bank website.  I just did this for a number of issuers, and in most cases it just needed extra verification that it was me and done.  When I logged into US Bank, I was invited to read and accept some pages of terms and conditions and set up my accounts for each card.  Oh oh.  Fortunately auto-pay appeared to carry over (though I will check it REALLY does) but I was invited to add the cards to my mobile wallet.  I hope that it hasn't been removed by the user id change, will try a test tomorrow.   All because I changed my login.  Wonder if that will impact the rewards again

However, US Bank doesn't win "Worst" this time.   A few banks don't have this as an option, and American Express actually has a little article about it when you ask the bot.   Basically remove all cards from the account, then start a new account, with "New to American Express" and add the cards (and presumably auto-pay, alerts etc).  So Amex is surprisingly bad!

[NoHardLimits]

@Anonymous  your CFPB complaint was quoted on this website:

https://travel-on-points.com/altitude-reserve-mobile-wallets-issue/ 

BTW, my Altitude Reserve April statement will cut very shortly.  I'll report back regarding the status of my mobile pay rewards points.