Consumer complaint received 2024-12-12 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: WA

Complaint narrative:
On XX/XX/XXXX, I called US bank skypass credit card department to ask whether I would be qualify for 40,000 miles after spending {$4000.00} within 90days if I get the skypass signature credit card which is exactly what I got information from the US bank credit card website. The only reason I wanted to call to confirm instead of applying online, is because I've already had a skypass skyblue visa card already since XXXX. I called the customer service and asked whether I would be still qualify for all the offer " 40,000 miles after spending {$4000.00} within 90 days '' even thought this is not a new application, it's a switch up- the customer representative told me that I would be qualify to get the offer. I also told her whether this will impact on my credit score by creating a inquiry, she said it will not impact on my credit score at all as it is not a new credit card, instead it is just a switch to different card. I was really amazed by this information and agreed to proceed to switch from skyblue to signature credit card. At the end of conversation, I asked for email of this offer, and she did confirm that it will be coming soon and allow 2-3 business days. However, I haven't received any email until the day I receive this new card which is today XX/XX/XXXX. Before I activated this new card, I wanted to triple confirm with US bank about the offer because I was about to make a big purchase to meet the offer criteria of {$4000.00}. 
I called the number on the new signature visa card, and asked to confirm my offer before I activate this card, and the customer representative told me to wait to ask her supervisor. She got back to me saying it is impossible to give me the offer as I already had skyblue visa card before. I explained to her that I did confirm with the person who submitted the switching application, but she only repeated it can not be given as I'm not a new customer. I asked whether they have a record of her information who I talked to before because this information supposed to be given to her not me as a customer who was told wrong information. She only gave me an option to talk to her supervisor. 

I got connected to the supervisor and explained what happened, and I told her that I'm not asking for the offer if it is impossible, I wanted her to investigate who gave me the wrong information so that she can correct her so that this kind of experience doesn't happen again for the sake of my time and their time. She did not promise that she will investigate the issue. I asked her what my option is, and she told me I could switch back to original card which was the skyblue credit card. I agreed to the option, but few minutes after she found out switching back to original card option is not available at this time. I addressed my concern again, " I understood that I was told wrong information but I can't even go back to my original card? Do I still have to pay for the annual fee for this new card? '' She told me that I have to pay for the annual fee regardlessly whether I activate this card or not. I asked for what's my options, she said that I have two options ; 1 ) close the credit card account now 2 ) pay the annual fee and wait until other option is available for switching back to original card. 

I've lost my word. If I didn't call today to triple confirm before I make the big purchases as I was planning to, I would wait for the promised miles to come indefinitely. 

I just can't believe a big company like US bank doesn't want to make any effort to correct an issue like this. Even the supervisor I talked to, didn't promise me she will educate the person who gave me the wrong information. Everything sounds like a scam to me I don't know who is benefiting from this problematic situation because it's certainly not me. 

The first customer representative that I talked to apply for new card might have not obtain this information or she just only cared about her performance and promotion after she made me apply for new credit card. The US bank might've instructed their employee purposefully so that they can have the customers like me to spend money on their credit card or at least take the annual fee from customers? I do not understand at all. All of these assumptions are based on who could benefit from this situation like this.

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 non-monetary relief