Consumer complaint received 2026-03-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: U.S. BANCORP
State: MI

Complaint narrative:
US Bank, in partnership with XXXX , issues a branded XXXX credit card that advertises rewards points for every purchase made using the card. These rewards points are marketed as having a cash-equivalent value and can be redeemed accordingly. Under the program terms, points expire three years after they are earned. Up to approximately XXXX, the XXXX XXXX XXXX XXXX portal clearly displayed the number of reward points scheduled to expire, including the applicable expiration timeframe. This information was readily accessible to the cardholder without any additional effort. In XXXX, US Bank removed this information from the online portal. Instead, the number of points scheduled to expire was displayed only on the monthly credit card statement. By XXXX, US Bank further reduced transparency. Monthly statements no longer disclosed the number of points scheduled to expire. Instead, the statements contained only a generic notice stating that points expire by the end of the year, without providing any numerical point balance or identifying which points were at risk of expiration. At that point, the only way to obtain specific information about expiring points was to call the US Bank customer service XXXX number. The automated phone system is confusing, rigid, and highly resistant to routing callers to a live representative. The automated system does not provide information regarding expiring reward points and repeatedly blocks access to a human agent. It is extremely difficultborderline impossiblefor an average customer to obtain this information through automated means. After significant effort, I was eventually able to reach a live customer service representative. Only then was I able to obtain the specific details regarding my expiring rewards points. Based on this progression, it is clear that US Bank has intentionally removed meaningful access to information about expiring rewards points over time. As visibility has been reduced, customers are more likely to forget about expiring points, resulting in the forfeiture of cash-equivalent value. Those forfeited points are retained by the bank, effectively converting unredeemed customer rewards into bank profit. It is my opinion that these rewards points represent my property, earned through card usage as advertised by US Bank and XXXX XXXX As such, the bank has an obligation to clearly and proactively disclose what rewards belong to me and what portion of those rewards is at risk of expiration. I should not be required to navigate a hostile automated phone system or affirmatively request information in order to know what I own and what I stand to lose. The progressive removal of this informationfrom the web portal, to statements, to -total obscurityundermines transparency and deprives customers of a fair opportunity to redeem their earned rewards.

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