Consumer complaint received 2022-12-11
Company: Upgrade, Inc.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened a Rewards Checking account along with a personal credit line with Upgrade, after clicking through to this offer from XXXX XXXX : https : //www.upgrade.com/funnel/pcl/preapproved? utm_source=credit_karma_card & utm_medium=partners_linking & utm_campaign=ita & utm_content=rcwb500 I completed all the requirements ( including the three debit card transactions ) on XX/XX/XXXX, but did not receive the {$500.00} bonus. 

I finally emailed on XX/XX/XXXX to ask when I would be receiving my {$500.00} bonus. After not hearing anything for 11 days I emailed again on XX/XX/XXXX. 

A customer service rep named XXXX XXXX  from Upgrade responded that I would have to phone " Due to the nature of your request and for the security of your account ''. 

I phoned and spoke with another customer service rep on XX/XX/XXXX. 

I was told that the {$500.00} bonus offer was " not guaranteed '' and that " not everybody who fulfills the requirements will earn it ''. 

He confirmed that I had indeed opened the XXXX  Checking account and performed 3 debit transactions and was eligible for the bonus but there was " nothing he could do '', and " no way to run this up the chain ''. Despite my following all the steps and fulfilling the requirements that I would not receive the bonus and that I had no recourse. 

He directed me to the www.upgrade.com home page and told me to read the fine print on the bottom. He said it was all laid out there that this was " only an offer '' and that " not everybody who completed it would get it ''. He said it was " a XX/XX/XXXX chance '' whether or not you received the bonus. 

I read through all the fine print and nowhere does it state that once the requirements are met that there was still some arbitrary process of approval or non-approval. It states the following : " ** To qualify for the welcome bonus, you must open and fund a new XXXX  Checking account and make 3 qualifying debit card transactions from your XXXX  Checking account within 60 days of the date the Upgrade Card account is opened. To qualify, debit card transactions must have settled and exclude ATM transactions. Please refer to the applicable Upgrade XXXX  Debit Card Agreement and Disclosures for more information. Your Upgrade Card and XXXX  Checking account must be open and in good standing to receive a bonus. If you have previously opened a XXXX  Checking account or do not open one as part of this application process, you are not eligible for this welcome bonus offer. Welcome bonus offers can not be combined, substituted, or applied retroactively. The bonus will be applied to your Rewards Checking account as a one-time payout credit within 60 days after the XXXX qualifying card purchase. '' I emailed XXXX XXXX again on XX/XX/XXXX asking if the information I'd been given over the phone was accurate, as it felt like a bait-and-switch given that I had complied with all requirements and was then denied the bonus for no reason. 

I have heard nothing further from Upgrade.

Company response to consumer: Closed with monetary relief