Consumer complaint received 2025-12-22 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: WI

Complaint narrative:
On XX/XX/XXXX XXXX XXXX ( President/CEO of The XXXX Company ) tried to book airline tickets totaling approximately {$14000.00} ( over XXXX points ) on the US Bank website using travel reward points. The XXXX company has over XXXX XXXX points outstanding with US Bank rewards. When he submitted the transaction, he got an error message stating there were technical issues. He also received an email stating that the tickets were cancelled due to a system error. After receiving the error & email, XXXX immediately called the XXXX XXXX XXXX customer service team. The customer service team member tried to re-book the tickets for him, but the tickets were cancelled due to a system error. I have attached the email that we received form US Bank XXXX XXXX regarding the cancelled booking. XXXX was told that they would submit a case and that they would call him back at XXXX the following day to let him know what the issue was and to get the flight booked. No one ever called him back. On XX/XX/XXXX XXXX contacted XXXX XXXX, the Controller of the XXXX XXXX, because the US Bank card is a company card and requested that I assist him getting the issue resolved so that he could get his flights booked. I contacted the Travel Rewards Center customer service team and was told that the tickets could not be re-booked until the back-end team resolved the system error. I was told to call back after XXXX hours, and they would be able to assist us in re-booking the flight. When XXXX and I called on XX/XX/XXXX ( after XXXX hours ), we were told that the back-end had not resolved the system error and that the tickets could not be re-booked. We needed to call back after XXXX hours. I asked if after the XXXX hours we would definitely be able to book the tickets and the team member told me that after the XXXX hours, we would be able to book the tickets. On XX/XX/XXXX, after XXXX hours had passed, I again called the XXXX XXXX XXXX customer service team and was again told that that the system error had not been resolved and that they could not book the tickets. The team member would not give me any information or a timeline on when the system error resolved. On XX/XX/XXXX & XX/XX/XXXX, XXXX XXXX called the XXXX XXXX XXXX customer service team. The team member took his information for the flights but after placing him on hold and before they processed the request, the team member came back on the line and told him that they could not book the tickets until the system error was resolved by the back-end team. On XX/XX/XXXX, I again contacted Travel Rewards Center customer service team and was told that the system error was still not resolved and that XXXX could not book tickets. I was told by the team member that they would call me later today to give me an update. As of XXXX XXXX the tickets have still not been booked. We have also contacted US Bank and are trying to have them assist us in getting this issue resolved.

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