Credit card -- Other features, terms, or problems -- Complaint #20283786

Complaint Overview

Complaint ID: 20283786

Company: U.S. Bancorp

Product: Credit card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Problem with rewards from credit card

State: Washington

ZIP Code: 98118

Date Received: 2026-03-15T12:00:00-05:00

Date Sent to Company: 2026-03-15T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

CFPB Complaint Draft XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX [ XX/XX/2026 ] Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Complaint Regarding Uncredited Cash Back Rewards - U.S. Bank Account ending in XXXX Dear Consumer Financial Protection Bureau , I am writing to file a formal complaint against U.S. Bank regarding their refusal to honor the promotional cash back rewards on my credit card, account ending in XXXX. The Dispute : My U.S. Bank credit card offers an additional XXXX % cash back ( for a total of XXXX % ) on chosen Bonus Categories, which I had set to " Department Stores. '' I recently made a qualifying purchase online at XXXX XXXX ( listed on my statement as XXXX XXXX XXXX ). After the transaction posted, U.S. Bank failed to award the XXXX % bonus cash back. When I inquired about the missing rewards, I received a letter dated XX/XX/2026, from a XXXX XXXX Representative named XXXX XXXX, stating that my cash back was denied because the merchant coded as " Direct Marketing - Combination Catalog and Retail Merchants '' rather than a Department XXXX. My Argument : XXXX XXXX is universally recognized as XXXX of the largest and most well-known department stores in the United States . As a consumer, I made this purchase in good faith, reasonably expecting that a purchase from a major department store would qualify for the " Department Stores '' bonus category. U.S. Bank 's defense that they " can't control how merchants classify their businesses '' places an unfair burden on the consumer. Customers do not have access to backend XXXX XXXX Codes ( XXXX ) prior to making a purchase. It is deceptive to heavily market a XXXX % " Department Store '' category, only to rely on technical, behind-the-scenes coding discrepancies to deny rewards for purchases made at obvious, household-name department stores. Desired Resolution : I am requesting that U.S. Bank honor the spirit of their rewards program by manually crediting the missing XXXX % bonus cash back for my XXXX XXXX transaction ( s ) to my account. Furthermore, U.S. Bank should update their internal systems to ensure that major department stores like XXXX XXXX trigger the correct rewards, regardless of whether the purchase was made in-store or through their official online storefront. I have enclosed a copy of the denial letter I received from U.S. Bank for your reference. Thank you for your time and assistance in resolving this matter. Sincerely, XXXX XXXX XXXX : * Copy of the U.S. Bank letter dated XXXX XXXX XXXX XXXX

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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