Consumer complaint received 2019-08-05
Company: BB&T CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I opened a Bright Checking Account with BB & T Bank because of a promotion they were running and are still running now : open an account, make 3 bill payments of at least {$25.00} each within 75 days of opening the account, and receive a {$200.00} bonus. The account would be reviewed for eligibility 76-90 days after account opening, and the incentive would be paid within 28 days of the review. I opened my account on XX/XX/XXXX. 90 days after XX/XX/XXXX was XXXX. 28 days after XXXX was XXXX, so at the very latest, I should have received the {$200.00} by then. I didn't receive it, so on XXXX I emailed BB & T inquiring about it. " XXXX '' emailed me, listed the terms of the promo, confirmed that I had complied with them, and told me the account would be reviewed 75-120 days after account opening. This is a blatant lie. I have posted a link to the offer below. The offer states that the account would be reviewed after 76-90 days, not 75-120 days. 
I still haven't received a cent, so today I called BB & T 's new account department. " XXXX '' informed me that I didn't enter the promotional code when I opened the account. I told her that not only did I enter it, but " XXXX '' from BB & T emailed me on XX/XX/XXXX, confirming that I had entered it, and I read her XXXX 's email. I have posted XXXX 's and XXXX 's emails to me below. XXXX then said she would check with the marketing department and call me back. She hasn't called. I'm not one bit surprised. 
This is more than just a bait and switch. Two BB & T employees lied to me. Unfortunately for them, I've documented EVERYTHING. My complaint should be forwarded to the Department of Justice as bank fraud under FIRREA, and the DOJ should act accordingly. 

XXXX : XXXX From : Customer Service Received : XX/XX/XXXX Good Afternoon and Welcome to BB & T Mr. XXXX! 

I appreciate you contacting us concerning the new account promotion and I will be happy to provide you with more information about it. 

First off, I would like to thank you for choosing us as your financial institution! 

Mr. XXXX, if you complete one of the following within 75 days of account opening you will receive the {$200.00} incentive : - Enroll in and receive two direct deposits of {$100.00} or more OR - Use U by BB & T bill pay to initiate three online payments of {$25.00} or more Please know that this offer is available for new BB & T clients who open a BB & T checking account and is limited to one incentive per household and does not apply to second or multiple personal accounts. 

Your account will be reviewed between 75 and 120 days of account opening and the incentive will not be provided to you if your account is not in good standing, is closed or has a balance of less than or equal to zero. 

The {$200.00} incentive will be paid within four weeks of account eligibility review. 

I greatly appreciate your patience and hope you receive your incentive soon! 

If we can be of additional assistance to you, feel free to e-mail us again. Thank you for banking with BB & T. We appreciate your business and hope you have a great day! 

XXXX, BB & T E-Mail Support From : Customer Service Received : XX/XX/XXXX Good Afternoon and Welcome to BB & T Mr. XXXX : I appreciate you contacting BB & T Email Support regarding a promotion for your account and I will be happy to assist you further. 
According to our records, your account is enrolled with the promotion code to receive a {$200.00} bonus. 

For further assistance, you may contact our following branch below and a relationship banker will be able to provide you with additional information : XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, MD XXXX ( XXXX ) XXXX I apologize for any inconvenience this issue may have caused. 

Mr. XXXX, if you have additional questions about your account, please email us again or call our Care Center at XXXX. The Care Center automated system can provide detailed information on your accounts 24 hours a day, seven days a week. Care Center specialists are available to assist you from XXXX XXXX. to XXXX XXXX, ET, seven days a week. 

Thank you for your business XXXX, BB & T E-Mail Support Have a Great Day!

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