Consumer complaint received 2024-10-25 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: MO

Complaint narrative:
I do not use my U.S. Bank Cash+ Card often ; however, I was planning to purchase a kitchen table, so I planned to use the card based upon the potential to earn 5 % cash back in the furniture category. On Friday, XX/XX/year>, I activated my 5 % and 2 % Cash+ Categories, selecting furniture as one of the 5 % categories. When I selected this, a confirmation message on the screen indicated that it may take up to 3 business days before the change is active. As such, I did not purchase the furniture at this time. On Monday, XX/XX/year>, I logged on to my U.S. Bank account and it appeared that the selected 5 % and 2 % Cash+ Categories were active and reflected on my account. However, I wanted to make sure that if I now ordered the furniture, that my the categories were truly active for immediate purchases. As such, on Monday XX/XX/year> at XXXXXXXX XXXX XXXX, I called U.S. Bank at XXXX and spoke with XXXX. I asked if my 5 % and 2 % Cash+ Categories were active and, if I made a purchase after that phone call, would the purchase be able to earn cash back under those categories, to which XXXX XXXX that the rewards were showing active. I explained that if the rewards were not showing active, then I would not purchase the furniture yet as I wanted to earn the 5 % cash back, and XXXX confirmed the rewards were showing active. As a result, I purchased 8 kitchen chairs from XXXX XXXX on my U.S. Bank Cash+ Card, totaling {$600.00}. 

On Friday, XX/XX/year>, I noticed that I only earned {$6.00} on my {$600.00} purchase, which totals 1 % cash back. On XX/XX/year> at XXXX XXXX XXXXXXXX, I then called U.S. Bank at XXXX and spoke with XXXX regarding the issue. XXXX stated she would request a research on the account for the rewards. Confirmation number XXXX. I was told this process can take up to 10 days to be completed with a representative of U.S. Bank either calling me via telephone or contacting me by mail with the result. 

On Friday, XX/XX/year> at XXXX XXXX XXXXXXXX I called U.S. Bank at XXXX. I spoke with XXXX to ask about the status of the research request. XXXX stated the research determined I had activated the 5 % and 2 % Cash+ Categories for the period of XXXX, but not the for the period of XXXX when the purchase was made. I explained I did in fact activate the categories for XXXX and, during my phone call with XXXX on XX/XX/year>, XXXX also confirmed that the categories were showing active for XXXX. I asked XXXX if there was any further avenue for me to dispute this through U.S. Bank, to which XXXX did not provide any other avenue. I advised I knew of no other avenue besides the Consumer Financial Protection Bureau, so I would pursue that. 

As to U.S. Banks response on XX/XX/year>, I am unsure if U.S. Bank is saying ( 1 ) the categories were never submitted in the system at all, or ( 2 ) the enrollment request was submitted, but not active as of the purchase date of XX/XX/year>. As to the enrollment not being completed at all, I am 100 % certain I activated the categories for XXXX, which is evidenced through the attached email verification showing I received two emails from U.S Bank on XX/XX/year>, one at XXXX XXXX and another at XXXXXXXX XXXX, indicating my quarterly enrollment confirmation was completed. These emails unfortunately do not indicate the months covered by the activation, but I received two separate emails because one email confirmation was for the XXXX period, and the other email for the XXXX period. 

As to the enrollment not being active on XX/XX/year> when I made the purchase, as previously outlined, I purchased the furniture on XX/XX/year> with the understanding that the 5 % and 2 % Cash+ Categories were active for XXXX. On XX/XX/year>, although my account appeared to show the categories as active, I specifically called U.S. Bank to ensure that the categories were truly active and if I made a purchase on XX/XX/year> would the categories be active, to which XXXX confirmed the categories were active.

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 monetary relief