Consumer complaint received 2020-01-03
Company: U.S. BANCORP
State: CO
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened this business account package with the summer bonus promotion code XXXX ( see attached image with terms of the offer ) at the end of XXXX and the bonus was supposed to be paid after 45 days after meeting the requirements of deposits to the Money Market account within 30 days, which I did as per terms. I have made 5 trips to the bank now since mid XXXX to get resolved and the first time I went to meet XXXX XXXX, the assistant manager who had told me during the appliction ( when XXXX XXXX who opened the account was not able to put the code in ) that she would make sure that she would put in the bonus code in my app as XXXX XXXX who opened the account told me that he was not able to get that code in the application during signup. A few days later I called XXXX and she said she did put in that code and I also emailed US bank support from my account panel got a reply saying that bonus code was applied. So I wanted to meet XXXX and the first time I was told that she was not available and so I left and then 2-3drd time I met XXXX ( banker, I think ) and she told me the same thing - that I need to talk to XXXX or may be I can call her but she was " not avaialble '' and she says this both times, she ( XXXX ) is looking across from her table to the check/customer counter bedhind where XXXX is standing - so she in the branch but not available. So I told her ( XXXX ) that it was my 3rd trip now and if she ( XXXX ) could perhaps call their corporate office to talk to someone, she hesitantly agreed and went on to talk to someone and said that she has filled in some form and sent in the inquiry and I would here back by email from someone within 3-4 days but by the following week for sure - this I think was on XX/XX/XXXX. It has been over 3 weeks now and I have not heard back from anyone. 

So, I went back there on Tue. the XXXX, which was my 5th trip and XXXX XXXX asked me what I was there for when I mentioned him of the application that he did and that I had not received that bonus and so I wanted to talk to XXXX, of course he nodded his head with the usual answer - that XXXX is " not available '' and the strange thing - he is looking at her where she is standing - behind the counter. So, I told him that the last time I was there XXXX filled some form and told me that I would hear back from someone but I haven't and if he could find out if they got that email, he said " I don't know she filled the form, I didn't fill the form, ask her, she is not here but I can give you her card ''. He gave me her card and patted me on the back and said happy new year and I felt like " man this guy just can't wait to send me out the door ''. As I was walking I saw XXXX behind the customer counter and I thought might as well just let her know that I am just going to email her and not make another trip, I told XXXX that I will just tell her that I am going to send her an email and from the look of his ( XXXX ) face I felt like he was ok with that and so as I walked to stand in line at the counter suddenly I hear the security person who was leaning on the table but in front of XXXX and yelled " sir she is not available ''. I said ok, I get the point and I left. I want to clarify that - may be I was wrong to go back to stand in line to talk to her when XXXX had already said that she was not available - I understand that but I would not have gone to stand in line but when I said that to him and looked at his face, from his expression, I thought XXXX was ok with that - that is the way I felt or else I would have left. 

Even when I opened the account with XXXX, it was not a good experience and it seemed like he was not well versed with the whole process and went back and forth with questions and then one application had to be redone because of an error he made and took almost 3 hours for opening 2 accounts - at one point I asked him if he was new and he said he was new to the branch but had number of years of experience with other bank. The last step was to get the ATM pin established and the ATM was outside so went and we did that and as everything was done and it was 3-4 mins till XXXX XXXX - closing time but as I was sitting there for so long I had to go to the restroom badly and as he was going in, I wanted to go in to the bathroom but he said sorry but we are closed now and wouldn't let me go in - now you might think the bank closed, all the staff left and the front door got locked so he said I can't go in - no, that was not the case, he himself went in and there were other staff and the doors were not locked yet. I ended up walking up to the fast food place a block away to use their restroom. 

In closing, there is no justification for the same " not available '' excuse everytime - if " the assitant manager '' XXXX were a responsible trained staff she would have definitely made an effort to talk to XXXX after I left to find out more about this and would have made an effort to to call me or email me by now ( she already knows that I have been there several times and heard from behind the counter ). If XXXX were a responsible person, he would have taken my number and would have told me that he would make sure XXXX would call me, instead of saying " I didn't send the email, ask her '' response. So, I waited until the XXXX and I decided to open this complaint here as I have no interest in going back to that branch to see any of these people again - if I have to go to a branch, depending upon the outcome of this, there are a couple of other US Bank branches nearby and unless it is the same corporate culture everywhere. At this point it is not just the issue about the bonus but the service too so I searched online to see if others have had similar issues, and while researching I found out that some other users have an issue with this specific bonus too where some of them said they receive it after chasing for months and while bankers had no clue or not being helpful and the rest were given some other reasons and did not receive it and I am sure unlike us who spent so much time following it up I am sure many just did not have the time or gave up - and then like some other customers in the comments here, I have had the same analysis service charge fees that started showing upon my statement all of a sudden on an account I have had for several years and I only found about it a few months later ( images of comments attached ). I too have seen the same poster on the wall that these users are referring to and I wonder.

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