Consumer complaint received 2021-10-29
Company: ALLIANT CREDIT UNION
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
In XX/XX/XXXX I opened an Alliant Credit Union Visa Signature Card : XXXX XXXX XXXX  The terms and conditions of the card to earn Tier 1 rewards ( 2.5 % cash back ) are very clear as published on their web site here XXXX XXXX XXXX Tier One Rewards. Earn 2.5 % cash back on your first {$10000.00} of monthly qualifying eligible purchases and earn 1.5 % cash back on your monthly qualifying eligible purchases above {$10000.00} made with your Alliant Cashback Visa Signature Card : Eligibility will be determined on a quarterly basis and be based upon the four calendar quarters of each year, segmented as : XXXX through XXXX, XXXX through XXXX, XXXX through XXXX, and XXXX through XXXX. 
In order to earn 2.5 % cash back on qualifying eligible purchases for subsequent quarters, and earn 1.5 % cash back on qualifying eligible purchases above {$10000.00}, the Primary Cardholder must : 1. meet the requirements for an Alliant High-Rate Checking account* each month of the preceding calendar quarter ; AND 2. maintain an average daily balance of {$1000.00} or more in their Alliant High-Rate Checking account for the preceding calendar quarter.

For example, to receive 2.5 % cash back on your first {$10000.00} of monthly qualifying eligible purchases and 1.5 % cash back on your monthly qualifying eligible purchases above {$10000.00} for XXXX, XXXX and XXXX of XXXX, you must meet the requirements for an Alliant High-Rate Checking account and maintain an average daily balance of {$1000.00} or more in XXXX, XXXX and XXXX of XXXX. 


I have had an Alliant High-Rate Checking account for over 10 years and for at least the last 12 months I have met the requirements to earn the Tear 1 rewards.

On my first statement, however, I earned only Tier 2 rewards ( 1.5 % cash back ). Upon contacting Allient Customer Service to get the issue corrected, I was told : " Hello XXXX, Than you for your message. I apologize for any confusion this caused. In order to qualify for Tier 1, the card has to be open for one full quarter while also meeting the High Rate Checking requirements in that quarter. If you continue to meet the requirements, you will be on Tier 1 in quarter 1 of XXXX. 

I hope this information is helpful. Please let us know if you need any additional assistance. 

Thank you, XXXX '' I then asked them to clarify WHERE in the terms and conditions of the PDF on their web site that requirement is spelled out. Their response was : " Hello XXXX, Thank you for your message. I sincerely apologize for any confusion. As members are not obligated to open a checking account unless they intend to qualify for Tier 1 rewards, the checking account does not become a requirement until the time that the Signature card is opened. Therefore, the system will determine eligibility beginning with the month in which the Signature card was opened. 

Let us know if there is anything else we can assist you with. 

Regards, XXXX '' My position is, this additional " requirement '' that the credit card can not earn the full Tier 1 rewards until at least 1 full quarter AFTER the credit card is opened is NOT posted in the official Terms and Conditions on their web site and Alliant. In my opinion, Alliant is not honoring their cash back agreement as detailed in the official terms and conditions.

Company response to consumer: Closed with explanation