Consumer complaint received 2021-08-14
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: VA
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/2021, someone I do not know well sends me a referral link to open an account at XXXX for a {$100.00} bonus. The link allows me to provide my email address from where the account can be opened. The terms of the email ( attached ) specified the following : ( ( - Open the referral link from a mobile device XXXX XXXX XXXX - Open a XXXX  account - Download the XXXX  App and open a XXXX  account. 
- Set up a qualifying Direct Deposit - Your account must receive a direct deposit of {$500.00} or more within 6 months of account opening. ) ) ( ( - Detailed Terms : Referral bonus paid after referred person establishes an account and receives a payroll or government benefits direct deposit of {$500.00} or more within 6 months of account opening. An accountholder may receive up to {$500.00} in Refer-a-Friend rewards while program is available. The {$100.00} credit is a limited time promotion valid for those completing qualification requirements between XX/XX/2021 and XX/XX/2021. ) ) Following the instructions, I opened the account on my mobile device using the provided referral link on XX/XX/2021 ( see attachments ). I received a qualifying direct deposit into my account on XX/XX/2021 ( see attached ). The bonus is designed to post quite soon after fulfilling the requirements - however, I have not received it. 

I reached out to XXXX on XX/XX/2021 about the bonus. They responded on XX/XX/2021 with the terms of the bonus. I responded on XX/XX/XXXX stating that I have completed all the requirements and have not received the bonus. They responded on XX/XX/XXXX asking for the following information : ( ( - referral code link - full name of the person referring - name and resident state of the person referred - account # of the referrer - account # of the person referred - email address of the person referred ) ) I responded on XX/XX/XXXX with the referral code link, name and state of the person referred ( myself ), account # of the person referred and email address of the person referred. I was unable to provide the full name of the person referring or their account number since I do not know them well. They responded again on XX/XX/XXXX saying that I must provide the following information for them to assist me : ( ( - Full Name of the person referred - Account # of the referrer - Account # of the person referred - Email address of the person Referred ) ) Once again, I responded on XX/XX/XXXX with all the information except for the account # of the referrer since I do not know them well and can not get that info. I reiterate that I have not received the bonus even though I have completed all the requirements and I may file a CFPB complaint. They respond on XX/XX/XXXX stating that the case will be escalated and they will respond within 2 business days. 

I do not hear back from the company after that and I send a follow up email on XX/XX/2021 ( 5 business days later ). They reply on XX/XX/XXXX, stating that my case will be escalated and someone will contact me. 

I am contacted on XX/XX/XXXX via phone from the corporate office and the representative I speak to ( XXXX, direct phone : XXXX ) once again states that they can not assist me unless I provide the full name of the person who referred me. 

Overall, I have fulfilled all the terms of the {$100.00} referral bonus by opening the account using the referral link in the specified timeframe, receiving a direct deposit and yet I have not received the bonus. Despite this, the company is unwilling to help me without the name of the person who referred me, something that is not stated anywhere in the bonus terms as necessary, and something I don't have access to.

Company response to consumer: Closed with explanation