Altitude Reserve Rewards problem

[TrapLine]

You should have a solution by now. Do not understand what their delay is? Patience can only wear so far.

On a much smaller couple of rewards offers I contacted them and they got it worked out and the matter was solved?

[Titans84]

Received the following email from US Bank just now. FYI, I never had this problem with my AR.

Dear Titans84:

We recently identified a technical issue impacting the earning of 3X points on Mobile Wallet spending on some Altitude Reserve Cards. Specifically, some Mobile Wallet transactions that are eligible to earn 3X points have only been earning 1 point.

Please rest assured that we are working to fix the error, and in the meantime, we will be crediting the appropriate point balances to all impacted cardmembers. If your account has been impacted, you will see additional points deposited into your account within the next 2-3 weeks.

While we work to fix this error as quickly as possible, if you have not already done so, you can remove your Altitude Reserve card from your digital wallet and then re-add it to fix the technical issue immediately. Again, regardless of whether you take this action, all points will be remediated to your account if you have any impacted transactions. We apologize for any inconvenience and truly value your business.

If you have any questions, please contact our 24-Hour Cardmember Service Department at 844.357.2015. We accept relay calls.

[Trikoret]

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@Titans84 wrote:

Received the following email from US Bank just now. FYI, I never had this problem with my AR.

Dear Titans84:

We recently identified a technical issue impacting the earning of 3X points on Mobile Wallet spending on some Altitude Reserve Cards. Specifically, some Mobile Wallet transactions that are eligible to earn 3X points have only been earning 1 point.

Please rest assured that we are working to fix the error, and in the meantime, we will be crediting the appropriate point balances to all impacted cardmembers. If your account has been impacted, you will see additional points deposited into your account within the next 2-3 weeks.

While we work to fix this error as quickly as possible, if you have not already done so, you can remove your Altitude Reserve card from your digital wallet and then re-add it to fix the technical issue immediately. Again, regardless of whether you take this action, all points will be remediated to your account if you have any impacted transactions. We apologize for any inconvenience and truly value your business.

If you have any questions, please contact our 24-Hour Cardmember Service Department at 844.357.2015. We accept relay calls.

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I got the same email but I never had an 3x issues. Maybe they sent an email to all USR holders. 

[Remedios]

And they couldn't/wouldn't send this email 3 months ago because....🤔

[NoHardLimits]

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@Remedios wrote:

And they couldn't/wouldn't send this email 3 months ago because....🤔

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I also received this email today, though I never received the postal letter that was mentioned earlier in this thread.  It's interesting to read that some people who did not experience a points discrepancy are receiving the email as well.  Does that mean that they still can't identify the accountholders that were actually impacted?  Or, does IT just not have the time or resources to create a separate mailing list?  Either way, it's not a good look.

Shout out to @SpaethCo  and @Anonymous for emphasizing the remove/re-add solution almost 3 months ago.

[Anonymous]

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@Remedios wrote:

And they couldn't/wouldn't send this email 3 months ago because....🤔

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Well, as one of the victims, I can sort of understand possible reasoning.   Basically, "We are going to fix this real soon now, and don't want to expose problems to our customers and the wider world"   As "real soon now" continues to receed, presumably at some point some exec decided time to 'fess up.

Which doesn't mean they shouldn't all be lined up against a wall and shot.   But then that's nearly always true.

[Anonymous]

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@NoHardLimits wrote:

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@Remedios wrote:

And they couldn't/wouldn't send this email 3 months ago because....🤔

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I also received this email today, though I never received the postal letter that was mentioned earlier in this thread.  It's interesting to read that some people who did not experience a points discrepancy are receiving the email as well.  Does that mean that they still can't identify the accountholders that were actually impacted?  Or, does IT just not have the time or resources to create a separate mailing list?  Either way, it's not a good look.

Shout out to @SpaethCo  and @Anonymous for emphasizing the remove/re-add solution almost 3 months ago.

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Thanks.   On the plus side, this is what I have wanted: with the remove/re-add fixing things going forward, just make me whole now, and fix the problem when you can.   On the negative, as you said, maybe they are no way near fixing it and have sent the message to everyone while they begin the process of seeing who was impacted (although you would think that discovering who is impacted would be a key debugging steip)

[Traveler101]

I just received the same email today. I don't have a rewards problem though. I stopped using the card. I have a problem with a bank who continually puts holds on my funds. And after speaking to a rep today who says thank you for your business after they do what they do, it will sit until they close it. 

[Anonymous]

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@Traveler101 wrote:

I just received the same email today. I don't have a rewards problem though. I stopped using the card. I have a problem with a bank who continually puts holds on my funds. And after speaking to a rep today who says thank you for your business after they do what they do, it will sit until they close it. 

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Fairly large annual fee to sockdraw?

[xenon3030]

I hope that on top of providing the 2x missing points by the end of this month, they would provide a few more points to the impacted users due to the 4 month delay...

Fixing a few bugs/issues in a messy IT department (let's call it Ali Baba's cave ) is not an easy task. Instead of paying limited amount of money to interns to design something, it is better to hire a few experts to do the work.