Consumer complaint received 2022-02-04
Company: U.S. BANCORP
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/XXXX, I went to the closest U.S. Bank with the intent to inquire upon a new checking account. After arriving at XXXX, I was told the bank 's branch does not talk about opening up new accounts after XXXX. I was then told, I would have to come back the following day. So, I made an appointment. 

After arriving that following day at my scheduled appointment time of XXXX, I then sat down with a banker by the name of XXXX XXXX We went over various account options that the bank offered, as well as what specific options would potentially be the best option for what I needed. XXXX ( the banker ) proceeded to explain that if I was to " open a very particular checking account ( by that day ), I would receive a promotional bonus of {$400.00} ''. Due to this promotional bonus being offered and me being told it was " the last day to sign up for that promotion '', I decided to go with that particular account on XX/XX/XXXX. 

In order to meet the qualifications for the bonus that was being offered for my new checking account, there were a few contingencies that I needed to meet. First, there was a threshold of {$1500.00} that needed to be directly deposited from an employer into that specific account. Secondarily, the deposited amount needed to be completed by no more than 2 transactions. Lastly, that {$1500.00} ( or more ) needed to be deposited into that checking account within 90 days from when the account was first opened. For me, that qualifying date was XX/XX/XXXX. So as long as I was able to successfully retain all XXXX said qualifications, I should have met the threshold for the {$400.00} promotion. 

A month had gone by, and ( full disclosure ) I waited a month to begin the process of having my paycheck allocated into the U.S. Bank checking account. Particularly because, I was confident in being able to meet the threshold of the {$1500.00} requirement by the required date ( XX/XX/XXXX ). After sending in the relevant paperwork, I then called into U.S. Bank to make sure all necessary paperwork was received & being processed ( if not already finalized ). I was assured by numerous employees ( including numerous senior management staff members ) of U.S. Bank that my paperwork was received and this specific promotion ( for my checking account ) was already successfully activated. I was then told by the U.S. Bank representative, " all you have to do is begin your direct deposit from your employer ''. 

By XX/XX/XXXX, I had a total amount of {$1500.00} that was deposited into account. Thus, meeting the necessary qualifications for the promotional bonus. I called into U.S. Bank to reassure everything was being processed properly on my accounts behalf, and to confirm that I did in fact supersede the qualifying amount to receive the promotional bonus of {$400.00} for my checking account. At this time ( again ), I was reassured by numerous tiers of management and entry level staff members that my promotional offer was successfully being processed and I only had to wait for the internal system of U.S. Bank to generate the promotional bonus. The representative proceeded to explain that it was because the promotional offer is processed autonomously, and that's why the money had not yet been applied to my account.

Another two weeks go by, and by this point in time I've now had {$2900.00} in total be deposited into my U.S. Bank checking account. Please keep in mind that these two weeks in addition to XX/XX/XXXX, equates to XX/XX/XXXX. That particular date is 90 days from when I first opened my checking account. Which means I had almost doubled the necessary denomination needed to successfully qualify for the promotional bonus of {$400.00}, and only within 3 payments. Any 2 of the 3 paychecks that were direct deposited, should have been more than sufficient to qualify for the promotional bonus. 

On XX/XX/XXXX, I call into U.S. Bank to re-confirm that all necessary requirements have been successfully met to receive my promotional bonus of {$400.00}. I ( again ) receive a re-confirmation from numerous tiers of management and employees that all say the same thing. I merely have to wait for the internal system of U.S. Bank to autonomously generate the promotion of {$400.00} into my checking account. There wasn't anything that anyone could help me with further the process, I was again told I simply had to wait. 

Another 7 days goes by, and now I'm looking for tangible confirmation from the company about this alleged bonus that I opened my checking account for. So I went to the U.S. Bank location that's closest to my house during XXXX week to find out what was going on. Especially because, that location was the specific branch I opened my checking account with. The address for that particular branch is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX. 

XXXX week, I was able to meet with the banker ( XXXX XXXX who opened by checking account on XX/XX/XXXX. I was ( again ) overwhelmingly reassured that the promotion was slightly delayed because of an " internal issue '' that U.S. Bank was experiencing ( explained by XXXX, as well as his colleagues ). The representatives from said location, continued to explain two things to me. I simply, needed to wait for U.S. Bank to systematically generate the promotion before the disbursement was deposited into my checking account. I was then told, " If you don't see the {$400.00} promotional amount in your account by early XXXX, please let us know and we will take care of it ''. 

Another three weeks go by, and it's now XX/XX/XXXX. Specifically 4 months after I opened my account, 6 weeks after I qualified for the alleged ( {$400.00} ) bonus that was promised to me upon the opening of my account. However, I still had not received any promotional bonus from U.S. Bank. So I decided to call U.S. Bank on the XXXX number that's provided for U.S. Bank customers. From there, I was able to connect with an incredibly pleasant representative from U.S. Bank. 

This particular phone representative from U.S. Bank was so kind, she offered to try and call the branch that opened my account and find out the details of what the problem was. I was placed on hold for 2-3 minutes, before she then comes back on the phone with " great news ''. The phone representative explains that she " was able to connect with XXXX '' ( the in-person banker who opened my account on XX/XX/XXXX ), and she had confirmed the details in relevance to my checking account that I was calling about. She ( the phone representative ) went on to say " Both XXXX and I looked into the details of this matter, all you have to do is wait ''. Another conformation, in addition to the dozens I had already received from both in-person and over the phone from senior account staff members. Again, being continuously told " there's nothing else that can be done, all you have to wait for U.S. Bank to internally disperse the promotional bonus ''. 

On XX/XX/XXXX ( at XXXX ), I again called into U.S. Bank because of not having received any promotional bonus into my checking account. Please keep in mind, the bonus was the only reason why I decided to open this account. I waited for about 5 minutes before a representative for U.S. Bank by the name of XXXX gets on the phone. Him and I had spoke for a little over 30 minutes about anything in relevance to my account, including ( but not limited to ) : why I opened the account, what the promotion was supposed to be, and how we could rectify the problem at hand. XXXX then put me on hold, and kindly comes back on. He then says, " Sir, I'm incredibly sorry. You unfortunately do not qualify for the promotional bonus because the timeframe is 60 days ''. 

If we could please pause for a moment, I'd like to mention one thing. If any U.S. banking representative had explained to me the necessary timeframe to qualify for the bonus was 60 days ( even though I confirmed DOZENS of times with numerous U.S. Bank employees it was 90 ), I could have very easily re-directed funds for direct deposit to begin sooner with my U.S. Bank account. All I had to do was print a sheet from my bank, and give it to my employer. So at this point time, I kindly said to XXXX " I believe what you're saying to me and that what you're reading may be true, but I hope you can please understand how confusing this is after the dozens of confirmations I've received that state the opposite ''. XXXX kindly replied, " I can definitely understand where you're coming from, let me get a supervisor on the phone to see if they can help us out ''. 

A person by the name of " XXXX '' now gets on the phone, almost 36 minutes into the phone call. Doesn't introduce himself, or say his name at all ( without me having to continuously ask numerous times ). In an abrupt and condescendingly rude manner, this alleged " senior account manager '' says " tell me why you called ''. I began to explain why I called to " XXXX '' and I was almost finished, before I had the most appalling moment of my life as a professional within the service industry. 

I feel I should mention, I've been fortunate enough to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX  XXXX, XXXX XXXX, XXXX, and numerous other regions around the world. Throughout my journey, life has given me an endless amount of unpredictable circumstances within the customer service industry. This one " takes the cake '' by far, and it involves a heavy set of violations within banking regulations and consumer protection laws. All by the 5th largest banking corporation in America, that happens to be 70 % owned by XXXX ( XXXX ). 

A little under 8 minutes in to this " conversation '', the " senior account manager '' by the name of XXXX became aggressively loud and incredibly provoking in the most uncomfortable of all ways. He shouted " I've listened to you talk the entire time, and YOU are DONE talking ''. This " senior staff member '' of U.S. Bank continued to act belligerent, grotesquely unprofessional, and condescending in the most unpalatable ways of all possibilities, Especially under the banking practices and regulatory laws in the United States. After this went on for over 2 minutes, I kindly asked him ( in quite literally, my kindest and most patient of all ways ), if I could " please pause you for just one moment, please. I just have a question ''. XXXX 's reply " NO. NO. NO, I don't think so. You don't get to talk anymore. I've listened to you talk enough ''. Those are literally, XXXX 's exact words. 

The conversation went on to me trying to play a " waiting game '' with this " senior account manager '' at U.S. Bank. I would try and wait for him to finish talking, and I'd begin to bring something up that I was attempting to ask. However, this alleged " senior staff member '' would continue to immaturely interrupt me in a purposeful manner. I'd again try and wait to correspond or ask a question, and he would immediately begin to purposely interrupt me. Every time. He would continue to aggressively tell me " I've listened to you talk enough, you don't get to talk anymore ''. Mind you, this is all coming from a " senior staff member '' of the 5th largest banking corporation in America. What happened to being polite? Having etiquette or ethics? Or, at least treating a human with decency? 

U.S. Bank put a carrot in front of my face, and explained what I had to do in order to receive said carrot. When I did everything that was asked of me, U.S. Bank is now being unfair, and being profoundly misleading about what was initially promised to me upon the opening of my checking account. U.S. Bank is falsely stating, the initial terms that were set and agreed upon are significantly differentiated. Not possible, considering the waves of phone calls and in-person meetings with supervisors and senior account banking managers that I had ( on recorded phone lines ). Along with U.S. Bank falsely stating the terms and conditions to be differentiated from what was initially agreed upon, I was screamed and yelled at like 7th grader " senior account manager '' when I was trying to have an adult conversation with a company who controls money for the citizens of the United States. Unfortunately, it was factually impossible because of moral turpitude and a severe lack of professionalism within the senior account management team. 

I was put through over 2 months of tasks and duties that were required of me to be done, in order to receive a promotional bonus from U.S. Bank. I completed the required tasks that had been asked of me, only to be scammed, mislead, and deceived. U.S. Bank was only concerned about taking my money into their depository of U.S. Bank corporate headquarters. This entity unequivocally has no interest in following through on their promise that was used as an illegal bait & switch tactic to increase overall customer accounts, as well as fraudulently increase their accounts receivable. Another company that cares about the bottom line, more than their customer. 



It's difficult for me to understand how the 5th largest banking corporation in America fails to perceive the importance of quality customer service. Without the customer, there wouldn't be a bottom line for any company.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation