Altitude Reserve Rewards problem

[Anonymous]

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@Kforce wrote:

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@Anonymous wrote:

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@Anonymous wrote:

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@Ghoshida anything yet?  Looks like I am getting some mail from US Bank that doesn't look like normal balance transfer offers, but who knows.

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Got my useful letter today

Important information about your account ending in XXXX

Dear LTL

We are writing to you about your inquiry about the mobile wallet points.  We apologize for the delay in our reply.  We are still researching your request and will contact you by mail as soon as we are finished.

We are pleased to serve you and appreciate your business.  If you have any questions, please reach out to us etc

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Looks like a waste of postage and paper.   

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Yes, but I do like that followups will continue to be via mail as that is the cheapest and most efficient way of working in the 21st century

[Anonymous]

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@redpat wrote:

I guess IT didn't tell CSRs that the mobil wallet program was nerfed.....

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Oh, it works, you just have to do the obvious and natural step of removing the card from the wallet and readding it.  I'm sure people do that with their cards all the time!  ("What should I put in my virtual wallet today....?")

[SpaethCo]

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@Anonymous wrote:

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Yes, but I do like that followups will continue to be via mail as that is the cheapest and most efficient way of working in the 21st century

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The whole reason this thread exists is that their IT stack is a metaphorical game of Jenga. Someone at US Bank is probably lighting candles to appeal to the deity that allows the client letter app to keep working; they're not going to anger that deity by trying to incorporate email.

[Ghoshida]

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@Anonymous wrote:

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@Kforce wrote:

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@Anonymous wrote:

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@Anonymous wrote:

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@Ghoshida anything yet?  Looks like I am getting some mail from US Bank that doesn't look like normal balance transfer offers, but who knows.

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Got my useful letter today

Important information about your account ending in XXXX

Dear LTL

We are writing to you about your inquiry about the mobile wallet points.  We apologize for the delay in our reply.  We are still researching your request and will contact you by mail as soon as we are finished.

We are pleased to serve you and appreciate your business.  If you have any questions, please reach out to us etc

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Looks like a waste of postage and paper.   

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Yes, but I do like that followups will continue to be via mail as that is the cheapest and most efficient way of working in the 21st century

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Sorry, have been traveling for a bit and will be for a few more days. Haven't checked my mail and the last ones that came weren't from US Bank. Will check once I return but I'd be surprised if I get a drastically different result than yours, LTL.

I still think someone goofed up with a date code somewhere - on 1/1/2024 everything got reset with the mobile wallets  

[Gollum]

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@Anonymous wrote:

I have been paying some large vet bills lately (with mobile wallet) and I just checked the reward tracker on US Bank's site.   To my surprise/horror/disgust I saw all my transactions since Jan 1 have been earning 1x.  I chatted with an agent which said it won't show 3x till the statement closes, which wasn't quite my memory, but OK.

Then I realized that several of these transactions in early Jan were on a closed statement, so I called.   I was told it is a known issue, and all mobile wallet transactions since Jan 1 are miscategorized and they are working hard to fix it.   And she promised that I would get credit.

Still, a little concerned that if it takes a while, they might decide some things aren't wallet or whatever.  I would also think this shouldn't be too hard to fix as presumably it is a very specific part of the code (Did someone put "If date < 20240101 then walletmultiplier=3 else walletmultiplier=1"  !?)

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@AnonymousI use Google Wallet (not Google Pay) https://www.howtogeek.com/830098/google-wallet-vs-google-pay-whats-the-difference/  to pay veterinarian bills (my veterinarian bills are large... at least they seem large to me). My Google Wallet declines amounts of $400 or so; after the decline, my physical card works fine for the same amount. I don't know what the Google Wallet transaction limit is. I'm just curious: Have you run into the same situation, and do you know what the maximum amount is or at least how to change that amount?

[UncleB]

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@Gollum wrote:

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@Anonymous wrote:

I have been paying some large vet bills lately (with mobile wallet) and I just checked the reward tracker on US Bank's site.   To my surprise/horror/disgust I saw all my transactions since Jan 1 have been earning 1x.  I chatted with an agent which said it won't show 3x till the statement closes, which wasn't quite my memory, but OK.

Then I realized that several of these transactions in early Jan were on a closed statement, so I called.   I was told it is a known issue, and all mobile wallet transactions since Jan 1 are miscategorized and they are working hard to fix it.   And she promised that I would get credit.

Still, a little concerned that if it takes a while, they might decide some things aren't wallet or whatever.  I would also think this shouldn't be too hard to fix as presumably it is a very specific part of the code (Did someone put "If date < 20240101 then walletmultiplier=3 else walletmultiplier=1"  !?)

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@AnonymousI use Google Wallet (not Google Pay) https://www.howtogeek.com/830098/google-wallet-vs-google-pay-whats-the-difference/  to pay veterinarian bills (my veterinarian bills are large... at least they seem large to me). My Google Wallet declines amounts of $400 or so; after the decline, my physical card works fine for the same amount. I don't know what the Google Wallet transaction limit is. I'm just curious: Have you run into the same situation, and do you know what the maximum amount is or at least how to change that amount?

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I'm not LTL, but I can share that I've used Google Wallet (tap-to-pay) for a $1600 transaction and it went through with no drama.  That's my largest transaction; I've done others over $1k also with no issue.

[Anonymous]

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@UncleB wrote:

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I'm not LTL, but I can share that I've used Google Wallet (tap-to-pay) for a $1600 transaction and it went through with no drama.  That's my largest transaction; I've done others over $1k also with no issue.

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I use Samsung Pay and have never had a decline.  I think the largest was about $15K in the US, and I have had no issue with the local equivalent of $5K abroad (vet).  All on the Altitude Reserve.  So no, I don't run into that issue!

I only use Google Pay with My ExxonMobil app (I think it's pay rather than Wallet) but the largest charge there is about $30, so not a good data point.

[xenon3030]

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.

[CreditUp26]

I've spoken to customer service multiple times and they are aware of the issue but have no idea if/when it will be fixed. The most in-depth information I got is that it started at the beginning of the new year. They are clueless about this basically, no timeframe, nothing. I am going to file a CFPB complaint shortly and would encourage other too as well since this has been going on for two months and goes against what they advertised for rewards. Either they need to give a finite timeline or the CFPB needs to be involved.

[Anonymous]

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@CreditUp26 wrote:

I've spoken to customer service multiple times and they are aware of the issue but have no idea if/when it will be fixed. The most in-depth information I got is that it started at the beginning of the new year. They are clueless about this basically, no timeframe, nothing. I am going to file a CFPB complaint shortly and would encourage other too as well since this has been going on for two months and goes against what they advertised for rewards. Either they need to give a finite timeline or the CFPB needs to be involved.

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Right, I filed 2/14 and haven't yet got a response, I guess I am meant to hear within 15 days (which might be something saying they need 60 days).    Since the ongoing problem can be fixed (at least for now) by removing and readding the card to a wallet, I would be happy if they just gave me the points to make me go away, while they take their time to actually fix the bug.

As documented earlier in the thread, my experience hasn't been quite the same as @CreditUp26 .   The majority of CSRs claim to have never heard of the issue, and that's what made me go to the CFPB.   If it was well-known, I would at least have some faith that it was a major priority.   But even then, as time goes by, pressure needs to be increased.  My March statement is due March 12, I would be surprised if the points are there unless my complaint generates some action.