Consumer complaint received 2021-02-22
Company: FULTON FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I am filing a complaint against Fulton Bank for nonpayment of a {$120.00} bonus for a savings account promotion as advertised. 

On XX/XX/XXXX, the following promotion from Fulton Bank was advertised on the internet : deposit {$1000.00} in a new savings account for 60 days and {$120.00} will be credited to the account within 105 days after the account opening. I took the time to call a Fulton Bank branch in XXXX, Pennsylvania, to inquire if I would qualify for this promotion before applying for it on line. I spoke to a teller by the name of XXXX  who confirmed that I would qualify for this promotion, even though I had not been targeted -- -because I had never had a savings account with Fulton Bank previously. She also helped me find the exact landing page on the internet from which to apply for this promotion ( attached are the screen shots I took while applying ). The fine print of this advertised promotion specifically states : Promotion only available to intended recipients of this landing page who either apply now using the above link or visit a branch. 

On XX/XX/XXXX, I opened the promotional savings account on line per XXXX  instructions and transferred {$1000.00} to the new account. Though the money had to remain in the account 60 days or until XX/XX/XXXX, I kept the full {$1000.00} in the account until the bonus was supposed to pay out : 45 days after the initial 60-day hold or by XX/XX/XXXX. 

When the bonus did not pay out as promised, I called Fulton Bank on XX/XX/XXXX. I spoke to a representative named XXXX in the New Jersey XXXXXXXX XXXX XXXX. She could not determine why the bonus did not pay out as she agreed that I had followed the instructions on my end, but promised to research the issue and call me back. She did so on XX/XX/XXXX to tell me that I would not receive the bonus, as I was not targeted. When I informed her that I was specifically told by a Fulton Bank teller to apply even though I mentioned to this same teller that I was not targeted, she said that teller was misinformed. I responded that my only recourse would be to file a complaint through CFPB. XXXX  asked me to wait to file a complaint until upper management called me about the issue the following week -- -by XX/XX/XXXX. I patiently waited in vain another week for that call that never came. 

I am filing this complaint because I took the additional step of contacting a bank official to make sure I would qualify for this promotion and, indeed, was told I would qualify and was even encouraged to apply for the promotion. Then, after Fulton Bank had held my investment for over three months, I was told that the teller had provided the wrong information and that I would not receive the bonus. I am being unjustly punished for Fulton Banks ineptitude at best and chicanery at worst. I trust your agency can compel Fulton Bank to make good on its promise to pay out the {$120.00} bonus to me as promised. Otherwise, Fulton Bank will continue advertising such flim flam schemes to persuade unsuspecting customers to invest in its dubious promotions. 

I have visited several chat rooms about this particular promotion in which numerous people complain that they have not received the bonus as promised. Fulton Bank has had multiple consent orders lodged against it for various offenses. Could the unprofessional manner in which this promotion is being handled be a continuation of the questionable banking practices that got Fulton Bank into trouble with the FDIC years ago?

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 monetary relief