Altitude Reserve Rewards problem

[Turbobuick]

About 6 months ago I called USBank on my Cash+ rewards to get a better understanding of the statement. No consistancy as some charges had correct rewards, but many had 1% with wad added later. CS couldn't even explain the same way twice. They must get many many calls on this. Ridiculous. 

[Anonymous]

oh oh, I was concerned that this would happen!   I just got a credit for some vet bills (insurance paid the vet), and of course these rewards have been deducted at 3x, even though they still show as earning 1x.   So now I think I can claim I really did lose points.

[UncleB]

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@Ghoshida wrote:

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I'm chatting with a Cust Serv Rep on this and they're raising a ticket. Let me see what I hear from them. If they have somehow managed to kill the mobile wallet 3X feature then it's an immediate chopping block candidate. 

Yep, if they do away with 3x on mobile wallet (or 1.5x RTR) I'll PC mine to a third Cash+ card in a flash.

For the record, so far everything is fine with mine... all transactions are earning points as expected. <fingers crossed>

[UncleB]

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@Anonymous wrote:

oh oh, I was concerned that this would happen!   I just got a credit for some vet bills (insurance paid the vet), and of course these rewards have been deducted at 3x, even though they still show as earning 1x.   So now I think I can claim I really did lose points.

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Ironically I have a similar situation coming up.  I had a root canal yesterday, and was asked to pay a portion that I expect to be covered by insurance.  If (when) that happens the endo will credit the card used automatically (this has come up before).

Of course I used my AR.  The transaction hasn't posted yet, but if I earn 1x points but they later deduct 3x I won't be a happy camper.  Hopefully this post will be moot.

[Ghoshida]

Updates:

1. My new statement just posted. No, the missing points (+2x on mobile purchases) didn't show up on the statement. Claims that USB does a "batch processing" is unfounded, at least on the statement.

2. I haven't heard from the customer service. But it'll be snail mail, so I'll give them another 2 weeks.

3. I removed and re-added the card on two of my phones, the same that were being used before. This is about 10 days ago. Across the two phones, I've made 4 Apple Pay purchases, 2 in app, 2 at POS. All 4 have posted as 3X reward. They posted on the USB rewards site as 3X as soon as the charges were finalized. It's the same on the statement too. I track with the bank app but it's the same as the website. I don't think - again - that there is any "batch processing". Or at least not anymore.

4. Since my statement was just released, the recent points from the statement haven't been added to the points tally on the web. I'll check and update if - during that process - they clean up the mess.

Conclusion :

1. someone somewhere in their infinite coding wisdom, broke the 3x mobile pay logic on 01-01-2024. 

2. USB so far hasn't nixed the 3x bonus on mobile pay.

3. Re-adding the card on Apple Pay seems to work, but I'll keep tracking zealously. Also I'm a bit cagey about using it for big purchases if I've a specialty card for that. I used to do it because of the convenience and the guaranteed 3x (4.5% Cashback).

4. I'm at the mercy of the CSR who's handling (hopefully) my case with the rewards ticket. 

[Anonymous]

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@Ghoshida wrote:

Updates:

1. My new statement just posted. No, the missing points (+2x on mobile purchases) didn't show up on the statement. Claims that USB does a "batch processing" is unfounded, at least on the statement.

2. I haven't heard from the customer service. But it'll be snail mail, so I'll give them another 2 weeks.

3. I removed and re-added the card on two of my phones, the same that were being used before. This is about 10 days ago. Across the two phones, I've made 4 Apple Pay purchases, 2 in app, 2 at POS. All 4 have posted as 3X reward. They posted on the USB rewards site as 3X as soon as the charges were finalized. It's the same on the statement too. I track with the bank app but it's the same as the website. I don't think - again - that there is any "batch processing". Or at least not anymore.

4. Since my statement was just released, the recent points from the statement haven't been added to the points tally on the web. I'll check and update if - during that process - they clean up the mess.

Conclusion :

1. someone somewhere in their infinite coding wisdom, broke the 3x mobile pay logic on 01-01-2024. 

2. USB so far hasn't nixed the 3x bonus on mobile pay.

3. Re-adding the card on Apple Pay seems to work, but I'll keep tracking zealously. Also I'm a bit cagey about using it for big purchases if I've a specialty card for that. I used to do it because of the convenience and the guaranteed 3x (4.5% Cashback).

4. I'm at the mercy of the CSR who's handling (hopefully) my case with the rewards ticket. 

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I keep complaining and they gave me 5000 as a "good-will" thing, recognizing it wasn't much. Only one of the CSRs was aware of any issue so I think it's going to be an uphill battle.   Somewhat late, I thought to inform my daughters about the potential issue.   One was not impacted, the other has been getting 1x as well.

I also should be hearing "soon".  Anxious to hear about @Ghoshida  resolution (which is probably too hopeful a word).  My concern is that as time goes on they may simply deny that these was mobile wallet. And once the card gets readded and things start working "See, you weren't using mobile pay, once you do it works"

[Ghoshida]

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@Anonymous wrote:

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I keep complaining and they gave me 5000 as a "good-will" thing, recognizing it wasn't much. Only one of the CSRs was aware of any issue so I think it's going to be an uphill battle.   Somewhat late, I thought to inform my daughters about the potential issue.   One was not impacted, the other has been getting 1x as well.

I also should be hearing "soon".  Anxious to hear about @Ghoshida  resolution (which is probably too hopeful a word).  My concern is that as time goes on they may simply deny that these was mobile wallet. And once the card gets readded and things start working "See, you weren't using mobile pay, once you do it works"

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I'll keep you posted. The worrisome thing about USB interface vis-a-vis say Discover interface is that USB, unlike Discover, says every transaction is manually entered on the app, while Discover clearly shows Apple Pay. 

One day I'll create my own list of the "best practices" re: credit card app info that I'd like all banks to have!

[G2244]

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@Turbobuick wrote:

About 6 months ago I called USBank on my Cash+ rewards to get a better understanding of the statement. No consistancy as some charges had correct rewards, but many had 1% with wad added later. CS couldn't even explain the same way twice. They must get many many calls on this. Ridiculous. 

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On the Altitude Reserve rewards,  I was trying to reconcile my credit card statement with the rewards activity (transaction by transaction) and they did not match. Through trial and error and checking several statements, I have determined that the rewards activity is illustrative only. When the statement closes that is where the action happens and it is based on the category totals not individual transactions. The key difference is how and where the rounding happens.

So, net purchases total is rounded for the 1X on net purchases. Travel purchases are totaled, multiplied by 2, then rounded for the 2X on travel ("3X" is the 1X for net plus the 2X travel). Likewise, mobile wallet purchases (when identified correctly and are not with the current state of things) are totaled, multiplied by 2, then rounded for the 2X - which when added to the 1X for net purchases gives "3X".

Regarding the missing rewards during them not properly recognizing mobile wallet purchses, I think it will be a while but I do think they will sort it eventually. This is an issue with a key benefit on their most premium card. Pissing off that user base (for too long) would not make good sense or at least that is what I am telling myself. We will see. 

EDIT: Adding a note that things could be heading in a less than stellar direction. In their latest business credit card addition they are capping the mobile wallet spend to $5,000 per quarter. That could bleed over into the personal credit card but we will see. And for those that want a good laugh (and this is real) the new business credit card has this catchy name - U.S. BANK BUSINESS ALTITUDE™ POWER WORLD ELITE MASTERCARD®.

[Anonymous]

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@G2244 wrote:

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Regarding the missing rewards during them not properly recognizing mobile wallet purchses, I think it will be a while but I do think they will sort it eventually. This is an issue with a key benefit on their most premium card. Pissing off that user base (for too long) would not make good sense or at least that is what I am telling myself. We will see. 

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I would feel more confident if this was happening to everyone.  Obviously it's quite a few but that makes it a more subtle error that they need to be motivated to find.

If I hadn't just happened to look at the rewards page, I can imagine not noticing for some months.

[Anonymous]

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@G2244 wrote:

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EDIT: Adding a note that things could be heading in a less than stellar direction. In their latest business credit card addition they are capping the mobile wallet spend to $5,000 per quarter. That could bleed over into the personal credit card but we will see. And for those that want a good laugh (and this is real) the new business credit card has this catch name - U.S. BANK BUSINESS ALTITUDE™ POWER WORLD ELITE MASTERCARD®.

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Why is that less than stellar, don't you want a POWER WEMC!   Much better than the usual puny WEMC.      If they cap it at $5K a quarter, I would have to seriously reevaluate.

ETA: that card looks very different though: $195 fee, 2.5x on capped mobile wallet, 2x on other purchases