Consumer complaint received 2025-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: ALLIANT CREDIT UNION
State: NC

Complaint narrative:
My Alliant Credit Union Credit Card is a cash back credit card. Monthly I have to request the cash back balance accrued be deposited to my checking account. On XX/XX/XXXX I requested {$120.00} of accrued cash back be deposited to my Alliant account. 

XXXX cash back is credited within XXXX business days via XXXX. After 5 days with no deposit, I contacted Alliant via phone and was told there was a glitch and they were working to correct it. 

- On XX/XX/XXXX I sent a secure message from their web site asking for an update. 
- On XX/XX/XXXX they responded with " Thank you for reaching out to us regarding your cashback deposit. We apologize for the delay you are experiencing. When you redeem rewards as a deposit to your Alliant account, it should typically post within XXXX to XXXX business days. However, we are currently experiencing a known issue with rewards redeemed on XX/XX/XXXX and XXXX that are being transferred to a share account. Our team is actively working to resolve this issue as quickly as possible. 

We appreciate your patience and understanding. '' - On XX/XX/XXXX, I sent another request via their secure web site. 
- On XX/XX/XXXX they responded with " Thank you for reaching out to us regarding your cashback deposit. We apologize for the delay you are experiencing. When you redeem rewards as a deposit to your Alliant account, it should typically post within 5 to 7 business days. However, we are currently experiencing a known issue with rewards redeemed on XX/XX/XXXX and XXXX that are being transferred to a share account. Our team is actively working to resolve this issue as quickly as possible. 

We appreciate your patience and understanding. '' - On XX/XX/XXXX, because their second response was identical to their first with no time line for resolution, I sent another request asking specifically when they will have this resolved. 

" It's now XXXX weeks past when I made my initial request and it is not clear, if it normally takes XXXX days to make a deposit and Alliant acknowledges there was a mistake on their part that it hasn't been resolved yet.

So yes, I need further assistance, I would like to know a date Alliant will resolve this and the funds will be deposited into my account. I think that's a reasonable request and do not understand why Alliant can't tell me that. '' - On XX/XX/XXXX they responded with " Thank you for contacting us. I want to extend my sincerest apologies for the inconvenience and frustration you have experienced regarding the delay in posting your cashback rewards. We understand how important this matter is to you, and we deeply regret the extended timeframe you have been facing. 

Although we were previously advised that the issue would be resolved within XXXX business days, we have been informed as of today that our team is still diligently working to correct the problem. Unfortunately, this means that the initial timeframe we provided has been extended to XXXX business days. 

We understand that it has now been XXXX weeks since your initial request, and we acknowledge the significant inconvenience this has caused. Please know that we are treating this matter with the utmost urgency and priority. However, at this moment, we are unable to provide a specific date for when the issue will be fully resolved and the funds deposited into your account. 

We are committed to keeping you informed and will provide updates as soon as we have more information. Your patience and understanding during this time are greatly appreciated. 

If you have any further questions or need additional assistance, please do not hesitate to reach out. We are here to support you and ensure that this matter is resolved as swiftly as possible. 

Thank you for your continued patience and for being a valued member of Alliant Credit Union. 

Warm Regards, XXXX Alliant Credit Union ''

Company response to consumer: Closed with explanation