FOLLOW UP: US Bank Altitude Reserve: Mobile Wallet PROBLEM (Feb. 2024)

The US Bank Altitude Reserve Card IS NOT posting the 3x points on mobile wallet transactions properly, per a US Bank phone representative. This impacts the use of real time rewards on this credit card. Big problem!
In this video I made a follow up call - US Bank still has an issue with their system and it's adversely impacting customers!

[@DugrozReports]

UPDATE: I recorded this video on Friday, 02/02/2024. On Saturday, 02/03/2024, I had a single *new* transaction that posted for the standard 3x. While this is only a single data point, is it possible that they have at least fixed it for new transactions? Let me know if you have any data on the topic. (My transactions from Jan. 1-29 still all show as 1x).

[@smithjb26]

Any update since? I just saw this and my points still reflect only 1x since January. Even transactions as recently as March 21 show as 1x. Frustrating....

[@TheCreditFrog]

Sorry you're going through this! How frustrating! My USB AR mobile wallet purchases are still showing up as 3X so not sure what's different about your situation and mine.

[@DugrozReports]

IPhone or android?

[@TheCreditFrog]

@@DugrozReports iPhone

[@DugrozReports]

Yeah, I also have an iPhone so there doesn’t seem to be any rhyme or reason as to who is impacted. 🤷‍♂️ I did delete my card from Apple Pay completely, then reloaded it. On Saturday I had one single transaction that showed posted correctly at 3X. Now, all the retroactive stuff is still wrong. But maybe that’s a good sign at least? And whether or not the reloading of the card and Apple Pay had anything to do with the correction or not I don’t know. Thanks for chiming in, Stan!

[@jimmyjames6492]

That stinks!!! Thanks for the info + video!

[@DugrozReports]

Looks like it's now resolved "moving forward." Just need to resolve the missing retro points. Thanks JJ!

[@engineerengineer2218]

I find US Bank customer service to be good but not well informed. I have had many misses in information with them. The good news is that it's easy for them to dish out 5k points. Bad news is that if their system misses giving you 3x back(enough) over a year, it may make it not worth the hassle of keeping the card. I think it's a great card on paper.

[@DugrozReports]

Everything I’m debating is this… They give me 5000 points almost every year for retention offer. And that’s due sometime this month. Will they be cognizant enough to give me some sort of customer service points for the missing points, then give another 5000 on top of that? Or will they say something like “we already gave you 5000 free points so we’re not gonna give you another 5000 free“

[@engineerengineer2218]

@@DugrozReports When I last had it they gave me the 5k points credit as a retention. Later I called regarding missing points, they refused to add the missing points because they gave me a 5k retention offer.

[@DugrozReports]

That’s not cool…. 😭

[@MattClausen]

This is worrisome. I know I beg for US Bank to step up its game. But first I’d like them to hire some more IT staff…

[@DugrozReports]

I agree. You'd think a "relational bank" would provide the bare minimum service to have some way of knowing how many points you earned. I didn't highlight it, but at one point she said something like "there's no way to tell how many points you earned [since Jan. 1]." Like, they don't even provide their CSR's with a tool to do it on their end???? Worrisome indeed.

[@MattClausen]

@@DugrozReports CSRs only ever get “absolute need to know” anyway

[@dugroz]

@@MattClausen I think I saw on Discord that you work as a call center manager. Is that right? Any special insight you have due to that? I worked in a retirement plan call center for just under 6 years. It got so old. We could make suggestion after suggestion on IT limitations and it went nowhere, usually.

[@MattClausen]

@@dugroz so a lot of the same. Most of the folks answering are the last of the “need to know” folks though they are the first in line to take the brunt of the storm. This can be for any number of reasons. But usually the customer service person doesn’t know anything beyond what they NEED to to complete a call, and usually when they escalate it to a supervisor, the supervisor moves it along and it vanishes into the fog of war so to speak. Something like this, they’ll tell customer service reps after the fact and provide a tip sheet of what to do in the projected (rosy) 5% of cases that are still an issue.

[@ryansebers396]

US Bank tech dept needs to have more than interns working on their syatems 😂 Another weird thing they have relates to product changes. Took multiple months for an Alt Connect to Cash+ to finally show correct card art and rewards info. Thanks for revisiting this!

[@DugrozReports]

Thanks Ryan! I will stay on top of it.

[@cedricskinner6447]

This makes me real hesitant about applying for any products from US Bank. Where is the communication?

[@DugrozReports]

I'm generally happy with them, but yeah. This was a huge blunder. And the fact that 29 days went by and they didn't say ANYTHING to their customers except those who proactively called in. 🤐🤔 Thanks for stopping by, Cedrick!

[@robertjarrell7276]

I just subscribed to your channel on the basis that this is the only place I’ve seen this discussed, and I was thinking of applying for this card, but now will wait. I have found some discussion now on the MyFico forum. Please keep us updated, and thanks!

[@DugrozReports]

Thanks so much, Robert!!! I agree it seems odd that this news hasn't got more traction. Welcome aboard!!!

[@robertjarrell7276]

@@DugrozReports After I commented I listened to your livestream. So I guess the newer mobile wallet charges are now posting at 3x?

[@DugrozReports]

@@robertjarrell7276 Yes, just starting on Saturday for me. BUT, that is a single data point. Thanks for the reminder, I actually recorded this video Friday. I will post a pinned comment.

[@avstars]

It's funny, all my transaction up to 1/17/24 has 3x and then my three transaction afterwards have 1x. I last used it on 2/5/24 so haven't use it recently so may have to try it soon to see if it triggers the 3x.

[@DugrozReports]

Best of luck! Keep us posted.

[@DugrozReports]

Did you see part 3?

[@docsays]

Maybe they are phasing out that mobile feature? 🤔

[@DugrozReports]

I think they would have to give notice. Also, Just yesterday I had a purchase post for 3X. So it’s possible it has now been fixed. Moving forward. Just waiting to see how the retroactive portion is handled. Thanks Doc!

[@keyKEYadventures]

Wow, sucks you are still having this issue. I use Apple Pay predominantly and haven’t had an issue. It looks like I’ve been getting 3x, and haven’t been affected

[@DugrozReports]

Thanks Key Key! Yah, it is bizarre. Seems like most people are having no issue but about 1 out of 4 or 1 out of 5 are. (Shrug).

[@CesarJoel]

She handled the conversation very well, speaking to a points and miles expert can challenging! You have a difficult decision to make when that annual fee post. Thanks for the update Doug!🫵

[@DugrozReports]

Agree, she did as well as anyone can be expected to. 😊 I’m a little more willing to keep it because I have a KZbin channel, and it provides content, even if it doesn’t work out perfectly. Since they give me $325 in dining credits, kind of the worst case scenario is that I’m out $75 for this next year. So I will probably keep it either way, but they could sow a lot of goodwill by wrapping this up nicely! 😊 Thanks Cesar!