Cashback Rewards not being given correct percentage of reward.


Hello. I have a USAA Cashback Rewards Plus American Express Card that I obtained at the end of July 2018. This card is supposed to have a 5% cash rebate on gas purchases and a 2% rebate on grocery purchases, with 1% unlimited on all other purchases. When I checked my rewards online after getting the card, I saw all purchases being given the base 1% cashback rate. I spoke with the Rewards Dept. on 08-01-18 and was told that this was a known problem with the website that was being worked on but that the correct 2% and 5% would be applied. I asked how I could confirm this and was told to confirm it against the credit card statement. I have now received two months of statements and the only thing that the statements say about Rewards is to check for details at So, from what I can tell the correct 5% and 2% rebates are not being applied. How can I get this corrected?


@sqr-root, yikes! I can understand how that may be frustrating! I will engage an expert to review this further.  Once a review has been completed we will follow-up with you.

Thank you for the quick follow-up. Do you have an ETA on how long the expert will take to review?  Is this the sort of thing that is more likely a one day process or a two-week process?  I am just looking to set a level of expectation on my end. 

I am having the same issue, and was wondering if you ever heard back. I called the USAA rewards department today, and the representative didn't seem to understand the issue (she kept repeating that commissarys are groceries, not on-base purchases). She spoke with her supervisor and then told me that they had recently have "recoded" commissary purchases as groceries and not on-base purchases, and they will no longer receive 2%. I asked for this in writing, and they avoided the question. 

WhyDontYouHaveEMAIL - I understand the seriousness of the situation. I have located your information and will engage a specialist to review the details. Thank you for speaking up today. - Jason