U.S. Bank Acknowledges Altitude Reserve Reward Errors, Vows Fix
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As of November 2024, the U.S. Bank Altitude™ Reserve Visa Infinite® Card is no longer accepting new applications, although existing holders can continue using it. See our roundup of the best premium travel credit cards for other options.
Since its launch in 2017, the U.S. Bank Altitude™ Reserve Visa Infinite® Card has offered a best-in-class 3 points per $1 spent on all purchases made through a digital wallet. But beginning in late 2023, many cardholders have reported earning only 1 point per $1 on those transactions.
That’s a big problem for any credit card, let alone one with a $400 annual fee. And it's an issue that you may not have noticed unless you actively review your rewards accrual each month.
Now, after months of troubleshooting, U.S. Bank has sent out letters to affected cardholders, stating that missing points will be deposited into their rewards accounts within two to three weeks. The bank, which estimates the issue affected "less than 6,000" cardholders, also issued the following statement in an email to NerdWallet:
“We are aware of a technical issue that has caused some Altitude Reserve mobile wallet transactions to be defined as non-mobile wallet transactions. Cardholders today can remove their card from their digital wallet and then re-add it to fix the technical issue. We are also working on a systemic fix to address this automatically for cardholders. All points will be remediated, regardless of whether cardholders take the manual step now or wait until the automatic fix is processed.”
What should you do?
According to U.S. Bank, removing and re-adding the card to your digital wallet is the best available workaround until a permanent solution is implemented. Beyond that, it's probably worth going through your credit card statements for the past few months to identify the number of points you should have received. This will allow you to verify that the rewards adjustment you receive from U.S. Bank is correct.
In fact, generally speaking, it's always a good idea to review your credit card statements on a regular basis — not only for rewards accrual, but also to ensure charges and payments are posting correctly. It's also a key way to protect yourself against potential credit card fraud.
If you’re a U.S. Bank Altitude™ Reserve Visa Infinite® Card holder and have questions about missing rewards, you can contact the U.S. Bank cardmember service department at 844-357-2015.
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