Consumer complaint received 2016-05-17
Company: U.S. BANCORP
State: TX
Product: Credit card
Issue: Rewards

Complaint:
I have a Kroger 1-2-3 Rewards Visa card, issued on XXXX/XXXX/16 by U.S. Bank. Points are assigned, based on a XXXXcategory, XXXXpoint system : XXXX point per dollar of net purchase outside Kroger XXXX ; XXXX points per dollar of net purchase inside Kroger XXXX ; XXXX points per dollar of net purchase of Kroger brand products. 

On my Visa account, XXXX purchases made inside Kroger Store # XXXX XXXX {$59.00}, posted XXXX/XXXX/16 and {$12.00}, posted XXXX/XXXX/16 ) were designated incorrectly, as though the purchases were made outside a Kroger store, in spite of the fact that the statement shows the purchases were made inside the Kroger store. These place-of-purchase errors resulted in an understatement of reward points. Specifically, the first error, on XXXX/XXXX/16, resulted in an understatement of XXXX points ( Correct : {$59.00} x XXXX points = XXXX points ) ( Wrong : {$59.00} x XXXX point = XXXX points ) [ Net Understatement : XXXX points ]. The second error, on XXXX/XXXX/16, resulted in an understatement of XXXX points ( Correct : {$12.00} x XXXX points = XXXX points ) ( Wrong : {$12.00} x XXXX point = XXXX points ) [ NET Understatement : XXXX points ]. In total, U.S. Bank/Kroger owes me XXXX more points. 

Since my account opened on XXXX/XXXX/16, I visited the website ( XXXX ) every day and therefore know when U.S. Bank/Kroger posted a purchase transaction ( on the Account Activity screen ) and whether the purchase was designated as inside Kroger or outside Kroger, by seeing a change in the accumulated points in each of the XXXX categories ( on the Rewards Center screen ). When I saw the first place-of-purchase error, I ( a ) printed the Account Activity screen and the Reward Center screen, ( b ) began documenting the actions I took to try to have the errors corrected, and ( c ) printed the XXXX screens thereafter when the next transaction posted. Therefore, I have proof of these errors, and XXXX continue to visit the website daily in hopes that the errors I reported have been corrected. To date, I have spoken to XXXX people at U.S. Bank ( on XXXX/XXXX/16 ; XXXX/XXXX/16 ; XXXX/XXXX/16 ; XXXX/XXXX/16 ) and XXXX person at Kroger ( on XXXX/XXXX/16 ). All have passed my issues to someone else, thereby thwarting my efforts to speak directly to someone who has the authority to correct the errors and who can tell me when the errors will be corrected. The errors have not been corrected. Furthermore, I was given conflicting information about who assigns points. I asked XXXX different people at U.S. Bank : " Which company -- U.S. Bank of Kroger -- assigns points to a category? '' I was told, " U.S. Bank '' by XXXX person, but told " Kroger '' by the other person. When I spoke to a representative at Kroger, the answer was " U.S. Bank ''. It seems as though I am getting the run around. To date, the errors have not been corrected and I have not received a phone call, an email, a text, or a letter regarding the errors and when they will be corrected.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief