Getting a US Bank Club Carlson Free Night Certificate
The internet was a buzz a couple of weeks ago when US Bank offered most holders of their co-branded Club Carlson credit card a free certificate to be used at any property worldwide. Unfortunately the key word in my previous sentence is most. I was unfortunately not someone who was given a cert. Booo.
Fortunately I noticed that George at Travel Blogger Buzz decided to pursue the free night certificate. After a series of phone calls with both Club Carlson and US Bank, he eventually was successful. What you might not know about me is that I HATE to talk on the phone with companies. I often find that I am transferred around and end up spending way too much time trying to get things resolved.
Since I didn’t want to call, I decided to try to contact US Bank customer service online. I had never sent them a secure message before, however I was finally able to track down a way to send one. (I’ll detail that below.) In my message to US Bank, I explained how many of my friends received the free night certificate and wanted to know why I hadn’t.
My message to them was that simple. I didn’t complain, but merely asked why! Then this morning I received a phone call from a Senior Specialist at US Bank. The call took all of two minutes. She explained that she had reviewed my account, determined that I was eligible for the certificate and explained that it could take 6-8 weeks to hit my account!
To say I am impressed with their response is an understatement. Since I try to avoid the phone as much as possible, I have experience emailing or secure messaging just about every bank. Normally with something like this you will first get a canned response or a direction to call and then maybe after 2-3 responses it will get escalated and resolved. Bravo US Bank and thank you.
How to Send a Secure Message or Email to US Bank
There a number of reasons you may want to contact a bank. In this scenario it was for a rewards inquiry, however I have had to contact banks for all sorts of small issues in the past. Here is how to contact US Bank online via secure message or email.
- Login to your US Bank Account. Hover over the “Customer Service” menu on the top and select “Contact Us”. Note there is a “Messages” tab, but you don’t want this. Those messages are just account alerts and don’t have a send function.
- On the “Contact Us” page you will see a number of ways to contact US Bank. Near the top it says “Email Us” under the title “Prefer not to call?”. I call this the Shawn option!
- The email page looks a lot like Secure Message pages from other banks. You can select the account you are writing about and a subject of your inquiry. In this case I selected my Club Carlson Visa and the subject “Rewards”. Note the only drawback is that unlike with Secure Messaging, there is no written record of the email as far as I can tell.
- Their website says you should hear back within 1-3 business days. In my case it took 3 days. Not the best response time, but I didn’t have to go through multiple levels of agents, so I have no problem with that.
This is just proof that giving up isn’t always a good idea. I am truly impressed that it didn’t take anything other than a simple two sentence message to get US Bank to give me the certificate they had offered almost everyone else. If you ever have an issue with US Bank or haven’t received a Club Carlson certificate (if you are cardholder), then this method of contacting them might just be a winner!