I did a product change from Altitude Go to Smartly about two weeks ago; this required a card number change. I just got my first statement for Smartly. Actually, got two statements - one for the old number that shows zero balance and one for the new number. (weird)
However, I only received 2% for my purchases this month. I should have enough in combined balances for 4% and I’m for sure getting the Smartly Savings bump. Anyone else experiencing this? Not sure if the additional 2% shows when you redeem or if I did something wrong… the “rewards program” on the website still says Altitude Go but the statement itself said Smartly.
I will note I got a physical letter saying that the product change will take 45 days to complete, but I should start earning rewards immediately. Such a weird way to do it. I can call them later this week, but I figured I’d ask around in case I missed something.
UPDATE: Looks like multiple people are reporting the same issue, so I don’t think it’s just me. If the issue is systemic, I may wait to see if they self-identify the issue and resolve it.
Finnley said:
Keep me updated! PC’d from a Cash+ and should be earning 3% but only getting 2%.
Thanks for confirming it’s not just me! I may wait a little bit before calling them if this is a systemic issue. My guess is that this being a new product, they’re not going to have all the kinks worked out yet?
This is going to date me - when Cash+ launched, I had a rewards snafu like this (5% categories never went through) and they sent a letter and credited me everything about a month later. Never had to contact them.
Not sure if it’s related to your issue. The fine print says that at the beginning of every month your bonus rate will be set for that month given the daily average of the last 90 days, or from the time you opened a qualified account if less than 90 days. If you have several days of zero balance while waiting for your accounts to be funded, then you will have several days of zero balance averaged in. It could take a month or two for the daily average to be sufficient for the full 4%. At least this is how I understand it.
@Wray
I’ve had existing investment accounts for many years now, so I’m hopeful that’s not the issue. My guess is that the product change is still ongoing and whatever system that tracks your balances isn’t connected to the card yet.
@AnthonyRodriguez
Does it say your smart reward tier is premium? I know I should be in plus right now but it still had me in primary. I’m not sure how often it updates or what.
Kellan said: @AnthonyRodriguez
Does it say your smart reward tier is premium? I know I should be in plus right now but it still had me in primary. I’m not sure how often it updates or what.
Mine says Pinnacle tier, but I’m understanding that the “Smart Rewards” tiers are different than the Smartly Visa bonus tiers.