Consumer complaint received 2023-08-12
Company: U.S. BANCORP
State: NE
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
In XX/XX/XXXX I opened a new checking account with US BANK. At the time they were advertising that if you open a new account and make a certain amount of direct deposits within a certain timeframe, youd be eligible for a {$500.00} promotional credit to your checking account. When I opened the account, I was instructed to input the promotional code if I had one. Which I did. Its said congratulations, this code is valid and you may proceed to open your account. It gave me the terms of what I need to do to qualify and get credit. Months go by and I didnt receive anything. So in XXXX of XXXX I called the bank and asked for an explanation. I was told that they manually need to submit a request to get me credited and that I did qualify. The waiting period was 30-45 more days. That time went by and I still hadnt received anything. So once again to called towards the end of XXXX, one more time in XXXX, two more times in XXXX and one more time in XXXX. All the times I called the representative would say, Im sorry but it seems like no one filed the form correctly and we cant file another request as you have a pending open request. I finally went to the better business bureau and filed a formal complaint. I was responded with a letter stating that this was a invite only code is why I was not paid. Meaning they will only honor the code if someone from US bank emailed or send a mail letter to me by invite. Which I understand now why I wasnt getting paid. My problem is, if its an invite only promotion, it needs to be stated prior to opening the account which is deceptive and misleading. Secondly, why did the bank allow me to code the account and tell me its valid and allow me to proceed if its invite only? Again, deception to get you to open an account. During the few times I called, every time I was asked to provide valuable personal information for this request form that was being filled out. Which according to the XXXX  response, only one form was filled out and they have no records of any other form. Ive worked in banking since XXXX. I know our calls were recorded. I asked for management review and follow up three times and no one followed up. If you listen to our calls, each time I called there were notes left on my account according to the bank but they have no information that anything was done those times I called in.? Basically stating that Im lying. All they have to do is listen to my call for months and months of getting the run down with no end result. They stayed firm on their decision via XXXX  response letter. On top of this, during this process, there was a second account opened on my name without my permission which makes me believe the times I called and gave my information, someone opened an account on my behalf for credit. Which US bank has been fined for almost XXXX plus XXXX dollars in a previous lawsuit. I have reached out to that law firm for further action as no one will tell me how or why a second checking account was opened. I work for a bank and choose to go with us bank not for just the credit but for what once was a great customer service bank. Clearly thats not the case. The second account is still open. Ive received no form for fraud as they stated to get the account closed and I still never got my credit for the original account that I opened. Id like two things, my credit of {$500.00} as I was deceived and fooled into proceeding to open an account. Two, the second account to be permanently closed as my personal information has been comprised internally by the bank. I monitor my credit daily. No one externally has accessed my personal information. Ive never been a victim of fraud and working in banking my information is extremely secure. First time in my life Ive experienced this and it happens to be during a serious of calls and release ing personal information to their customer service department which probably has third party call centers. The website is so insecure that it didnt recognize that a current customer is opening a second account. Which should have directed that person who fraud me to log in before proceeding as it should have recognized my SSN to an existing account. Which makes me believe this was done by a U.S. bank representative. Please reimburse me the {$500.00} Im legally owed as this was an advertisement scam. Two, close my second account. Once I resolve my ongoing issues, I will never again step foot into a U.S. bank or conduct this non ethical business practices.

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