Consumer complaint received 2026-06-30 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: ME

Complaint narrative:
Subject : Deceptive Practices and Lack of Disclosure Regarding US Bank XXXX Rewards Redemption To Whom It May Concern, I am filing a complaint regarding deceptive practices and a failure of proper disclosure by US Bank regarding their credit card " XXXX XXXX '' program. Recently, I made a purchase and received an automated text message from US Bank 's XXXX Rewards system. The exact text stated : " You have XXXX rewards. Text REDEEM to use XXXX rewards for your purchase. '' Because the text provided no units or conversion rate, and simply stated " XXXX rewards '' against my purchase, I replied " REDEEM '' expecting a standard XXXX statement credit ( equaling {$34.00} ). However, I later discovered that US Bank deducted my points at a reduced value of XXXX cents per point, rather than the XXXX ratio. When I attempted to resolve this with US Bank customer service, I experienced the following : First Call : The representative agreed that the redemption should have been XXXX for a statement credit and opened an investigation. Second Call : After an initial, unhelpful written response, I called again to express that my issue was not resolved. A second ticket was raised. Written Responses : I received two letters from US Bank stating that the transaction was " correct. '' However, neither of these letters mentioned the XXXX conversion rate at all or explained the math behind their decision. Third Call ( Three weeks later ) : I was finally informed that the XXXX rate was supposedly correct. The representative quoted the program terms, which state : " when redeeming cash rewards for real-time rewards and US Bank XXXX XXXX, the cards rewards value and redemption minimums may vary over time and will be disclosed upon redemptions. '' I explicitly asked the agent if it was possible to reimburse the lost value due to their lack of upfront disclosure, but she denied my request. My complaint centers on the phrase " will be disclosed upon redemptions. '' The text message I received did not disclose any variable value or reduced rate prior to my replying " REDEEM. '' Furthermore, the customer service representative explicitly confirmed to me on the phone that this variable rate is only disclosed after the conversion has already taken place. Never had I been told that the conversion rate for real-time rewards is XXXX until the third call. Disclosing a reduced rate after the transaction is completed is not disclosure " upon redemption '' it is a hidden fee structure and a deceptive practice. While the monetary difference in this specific transaction is relatively small ( approximately {$10.00} ), the principle and the lack of transparent disclosure affect all consumers using this feature. Desired Resolution : I am requesting that US Bank honor the XXXX value implied in their text message by crediting the lost value of {$8.00} back to my account. Furthermore, I request that US Bank update their XXXX XXXX text messages to accurately and clearly disclose the exact dollar amount and conversion rate before a customer agrees to redeem their points, as required by their own terms and conditions. I have attached copies of the XXXX XXXX text message showing the lack of disclosure, as well as the two letters I received from US Bank that claim the transaction was correct without ever explaining the conversion rate. If further communication is needed regarding this complaint, I request that you contact me via email rather than by phone. Thank you for your time and assistance in this matter. Sincerely,

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