Consumer complaint received 2022-07-13
Company: U.S. BANCORP
State: MD
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:
I have a XXXX credit card issued by US Bank. My original card was a XXXX that offered rewards for everything but enhanced rewards for travel. I used this card for every purchase I made, groceries, travel, gas, etc. I paid this card off every month since I joined. XXXX changed to XXXX held by US Bank. I continued to use this card as I had the XXXX for everything and paid in full every month. I checked my rewards points and noticed I had between $ XXXX {$700.00} in rewards. I made a determination that I would apply that money towards my upcoming credit card statement that exceed {$13000.00} based on travel I put on the card. Looking forward to my enhanced rewards, due to travel rewards were significantly higher than any other reward. So once the card was charged, I looked at my rewards balance and was surprised that it had not changed. So I emailed the card membership asking where my rewards were? They said they were not giving me rewards and it was not their problem. Right away, I determined I was going to close the account but first I went to the rewards tab, hit transfer to bill. Then I closed the account and paid it in full. I was expecting that since I paid the card in full, that I would be reimbursed the rewards money via a refund from US Bank. So I emailed them again asking where that reward money was, and they replied that since I closed the account and they showed no transaction to claim the rewards that they would not honor the claim. ( see attached ). I emailed and appealed to XXXX with the same results. 
I want my past rewards money sent to me ASAP as I did what was right, claim them as a credit to my bill and then closed the account. THE BIG LIE, they claim I did not claim the rewards and since my account was closed, too bad. When I went in to the rewards tab too prove my point, quite conveniently this is what appears : Something is broken, sorry about that. 
Were not sure what went wrong. 
Here are communications between my and card services : Date : XX/XX/XXXX Message # : XXXX From : Cardmember Service Subject : award $ Message : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. 

We show your account is closed, after reviewing your rewards we show the last redemption was submitted on XX/XX/XXXX. All reward points are lost at time of closure ; therefore, since your account has been closed we are not able to process any redemptions. 

If you have further questions or concerns about your account, please contact us again. 

Sincerely, XXXX XXXX. 
Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : Before cancelling this card, I requested my rewards dollars be applied to my bill. As of today, that is not the case. I tried to go into the rewards folder shown here and was blocked out. Please send the refund to my home address On XX/XX/XXXX at XXXX XXXX Cardmember Service wrote : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. 

We have completed your request to close your account. If you have any pre-authorized charges billed to this account, its your responsibility to cancel these charges. Pre-authorized charges may include, but are not limited to, recurring transactions from merchants such as XXXX XXXX, XXXX, and insurance or internet providers. If the charges arent cancelled, they may continue to be accepted and billed to this account. 

Your account will remain accessible online as long as an account balance remains and will continue to show online for two additional billing periods once the account balance is at XXXX. After that time, well automatically remove the account from Online Banking. 

If you have further questions or concerns about your account, please contact us again. 

Sincerely, XXXX XXXX. 
Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : Cancel this credit card On XX/XX/XXXX at XXXX AM Cardmember Service wrote : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. 

We can confirm, your current XXXX XXXX XXXX XXXX you earn 3 % XXXX cash rewards per {$1.00} on the first {$8000.00} spent on net XXXX and travel purchases ; 2 % XXXX  cash rewards per {$1.00} spent on net gas, grocery, dining and drug stores purchases ; and 1 % XXXX cash rewards per {$1.00} spent on eligible net purchases everywhere else XXXX is accepted. Net purchases are purchases minus merchant credits. Some transactions are not eligible to earn rewards. Ineligible transactions include cash advances, interest charges, convenience checks, balance transfers, purchases at the XXXX XXXX, and fees. XXXX Card Services can not control how merchants choose to classify their business and reserves the right to determine which purchases qualify. 

When logged in to XXXX, you can review your XXXX cash rewards information and redemption options by clicking on the Rewards & Benefits link that appears at the top of the page. This link will take you to your rewards information. To view your redemption options and to redeem cash rewards, select the Redeem rewards at Rewards Center link. In addition, you can redeem your XXXX cash rewards by calling XXXX ( we accept relay calls ). 

Your account must be open and in good standing to redeem XXXX cash rewards. XXXX cash rewards expire at the end of the quarter five years after the date they were earned. If your account is closed to future transactions for any reason, rewards would immediately be forfeited and could no longer be redeemed. 

If you have further questions or concerns about your account, please contact us again. 

Sincerely, XXXX XXXX. 
Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : I can not tell you how furious I am that I have this card and just now found out that there is no award program any longer. I was so excited to put my $ XXXX trip money on this card and couldn't wait to see my rewards. I am going to pay off this XXXX account! 

DELETE MESSAGESAVE MESSAGEREPLY And : Read a Secure Message Date : XX/XX/XXXX Message # : XXXX From : Cardmember Service Subject : rewards Message : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember ServicXXXX via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. 

We strive toward excellence in customer service, and we sincerely apologize for the frustration you experienced. Your comments will be shared with management to improve our service and prevent similar issues from occurring. 

If you have further questions or concerns about your account, please contact us again. 

Sincerely, XXXX XXXX. 
Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : You people have the worst public relations of any company I have ever worked with and you lie. I had a wonderful relationship with XXXX until your company took over. Your records are wrong. On XX/XX/XXXX, I activated the rewards to be credited to my account. I am going to appeal to XXXX. SHAME DELETE MESSAGESAVE MESSAGEREPLY

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 explanation