Thanks for the reminder. Since I was told before that researching the missing rewards point by US Bank would take two billing cycles, I double checked my statement at the end of March and still, there was no signs of fixing the missing points.
I called again the US Bank today and it took for me 10 minutes to describe the meaning of the rewards points, digital wallet and describing the issue on the missing points. It seems that some representatives do not know how the reward systems work for this card. After placing me on hold for 3 minutes, they said that researching this issue would take another 3 weeks and I need to call them again to check the status. They strangely said that they will not contact me to update the status, and I need to do it.
Let's see how the follow-ups go and how many months would take to receiving the missing points.
Fico8: EX~EQ~TU~840 (12 month goal~850).
@Anonymous wrote:
@NoHardLimits wrote:@Anonymous your CFPB complaint was quoted on this website:
https://travel-on-points.com/altitude-reserve-mobile-wallets-issue/
Glad to make free content for other websites!
Royalties? In any case I am glad to see the issue getting more publicity so thanks for your part in that. US Bank seems to be ignoring it and that does not sit right. I am hoping more publicity applies more pressure for them to actually address the problems and get cardholders the proper points they shoud have.
@NoHardLimits wrote:
@Anonymous wrote:So you didn't remove and readd the card to your wallet? I did that to prevent continuing losses
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).
My April statement has cut. After following @Anonymous's suggestion to remove and re-add the Altitude Reserve to my Google Wallet, the newest mobile pay transactions are correctly earning 3x. There is still no sign of retroactive points from earlier transactions which had incorrectly earned only 1x.
My mobile pay transactions have been very minimal this year, so the 5000 customer appreciation points I already received will more than offset my missing earned points. For my specific situation, I will consider it to be resolved to my satisfaction and do not plan to dedicate any additional effort towards recovering the small quanitity of missing points. For those of you with bigger deficits, I hope US Bank will soon come up with a solution to make everyone whole.
It looks like they are doing some works but incomplete yet. I did an in-store purchase during the weekend and a minute later, I received RTR SMS on my phone (in the past 3 months, I did not receive such SMS).
Today, I received a letter by post from US Bank, requesting to delete and re-add the card to my digital wallet. The letter says that the research is in progress and they will contact by mail. No ETA is provided.
I am not sure why the do not provide the 2X missing points (mine is only 7k). I will wait for the next statement and if no progress, I would proceed to file complaints. Waiting for more than 3-4 months is not acceptable.
@Anonymous wrote:My April statement cut, and ....., still no credit for the missing points. I am no longer surprised.
I'm sorry to hear that the problem remains unresolved. I like USB's customer service staff, but the IT is seriously lacking. They must know by now when the problem started. If they can't retroactively fix the problem, they should at least be able to figure out which accounts are impacted and run some calculations to identify the number of missing points. Push a one-time reward credit through just like they pushed through the 5000 Customer Appreciation points.