Consumer complaint received 2026-02-21 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: U.S. BANCORP
State: CA

Complaint narrative:
I am writing with reference to rewards not received on my US Bank XXXX XXXX card in the statements that closed on XX/XX/XXXX and XX/XX/XXXX. 
The rewards not received in my XXXX statement were claimed to US Bank on XX/XX/XXXX ( case / confirmation # XXXX ) through their Customer Service XXXX XXXX. 

It is worth highlighting that I followed up with us Bank through their Customer Service Phone Line on XX/XX/XXXX, regarding case / confirmation # XXXX ) but there were no news. On that call, I also reported the rewards missing in my XXXX statement. The agent then opened a new case / confirmation # XXXX, to include both the rewards missing in my XXXX statement ( previously included in case # XXXX ) and the rewards missing in my XXXX statement. 

It has been already XXXX weeks since my original claim, with no response at all from US Bank. 

In view of the above, I have no alternative but to open this complaint with the CFPB to receive a timely response from US Bank. 

Find below a more detailed breakdown of the missing rewards : XXXX. The missing rewards in my XXXX statement are XXXX points, which correspond to the hotel room booked in the XXXX XXXX in the amount of {$340.00} on XX/XX/XXXX. This purchase should have received XXXX points, that is to say, XXXX points, but it only received XXXX points in my statement, that is to say, XXXX points. The gap is XXXX points. 

Please note that US Bank announced the following change effective XX/XX/XXXX : Earn XXXX points on hotel rooms and car rentals and XXXX on flights booked directly in the XXXX XXXX when using the card The purchase was made on XX/XX/XXXX and thus should have qualified to receive XXXX points. 

XXXX. The missing rewards in my XXXX statement are XXXX points, corresponding to mobile wallet purchased made through XXXX XXXX. 

Please note that US Bank announced the following change effective XX/XX/XXXX : XXXX points on mobile wallet spending on Apple Pay, XXXX XXXX and XXXX Pay on your first {$5000.00} each billing cycle ( then XXXX point thereafter ). 

Please note that as I reported to US Bank on my call on XX/XX/XXXX, I do not carry the physical card with me so I am fully certain that all the purchases made and included in my XXXX statement corresponded to mobile wallet XXXX XXXX purchases and should have qualified to receive XXXX rewards up to the amount of {$5000.00} in purchases. 

In my XXXX statement, I made purchases in the amount of {$5000.00}, all mobile wallet purchases, and as such I should have received XXXX in the first {$5000.00} in purchases and XXXX in the remaining {$97.00} in purchases, totaling XXXX in rewards. 

I also received XXXX rewards as a customer appreciation bonus as part of a phone call that I had with US Bank in XX/XX/XXXX when I inquired about my annual membership fee. 

So in total, I should have received XXXX rewards in my XXXX statement, but I only received XXXX. The gap in rewards in my XXXX statement totals XXXX points. 

Considering XXXX + XXXX, the missing rewards in XXXX total XXXX points in XXXX and XXXX in XXXX, adding up to XXXX points. 

While I understand that US Bank has implemented changes since XX/XX/XXXX in this card, and that as part of the implementation there could be shortcomings as the ones described, I feel that XXXX  days is ample time for the Bank to have reviewed my claim and credit the missing rewards in a timely manner. 

The lack of response from US Bank for XXXX  months since my original claim has undermined my trust in receiving the XXXX rewards I should for the mobile wallet purchases I make up to {$5000.00} per billing cycle. As a result, as of XX/XX/XXXX, much to my regret, I had no choice but to stop making purchases in this card. 

Please note that this XXXX rewards in mobile wallet purchases is a key perk for me to justify keeping and using this card, which has a {$400.00} annual fee. 
1 month without using the card due to this lack of trust on being rewarded at the XXXX rate for mobile-wallet purchases, represents XX/XX/XXXX of the {$400.00} annual fee this card has. Frankly, at this point, I feel US Bank should credit XX/XX/XXXX of the {$400.00} in rewards to make up for the inconveniences caused. 

Through your involvement in this case, I look forward to receiving a prompt response from US Bank, crediting the missing rewards and making me up for the inconveniences caused. 

Thank you in advance for your help. 

Best regards, ( attached are included the activity purchases and rewards reports of the account for XX/XX/XXXX and XX/XX/XXXX )

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