Consumer complaint received 2023-08-05
Company: U.S. BANCORP
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I opened a business checking account with USBank on XX/XX/2023 using a promotion the company was offering XXXX with a {$3000.00} deposit. The promotion was for new accounts keeping a balance of {$3000.00} for 60 days would receive a {$500.00} bonus. These were the only conditions to earn the promotion. In XXXX, there was a {$6.00} charge deducted from my account for a paper statement. This fee dropped the account below the minimum amount required for the bonus. I immediately called the 24 hour banking line to fix the error, and they indicated that I needed to sign up for paperless statements. The agent I spoke to was XXXX. In their attempt to help me do so, I was disconnected and then their help line was down when I called back. I followed up because the online system was not allowing me to sign up for paperless statement, saying that I needed to have an email account on file. My email was clearly listed right there and the online system would not allow me to go any further, somehow not reading my email was already entered. I called back and spoke with XXXX ( ticket number XXXX ) and he told me he couldn't help me because I didn't have PIN secure account. He had to order a debit card for me in order to get a PIN. This would take 6-10 business days. I received the card in the mail approximately 10 days later, but was away on vacation and when I returned I called 24 hour business solutions line again. This time they were able to " cobrowse '' with me because I had a PIN number. The agent saw the glitch and that my email was already there, but that it wouldn't allow me to sign up for paperless statements. She reimbursed the charges for paper statements and assured me that it was their error and IT WOULD NOT PREVENT ME FROM EARNING MY BONUS! She further told me if it did affect my bonus, not to worry. They would put in a " research request '' and correct their error. Her name was XXXX and this call happened on XX/XX/2023. She told me my promotion amount should be in the account by XX/XX/2023. On XX/XX/2023 I called again because the promotional {$500.00} was not issued. I spoke with a XXXX with an ID of XXXX and she assured me that they would get it resolved and to give them until XX/XX/XXXX to do so. In the meantime, I noticed another paper statement fee was deducted from the account. I called on XX/XX/XXXX and spoke with XXXX, who said she had no verification ID. She also cobrowsed with me and saw the error that my email was entered and it wouldn't allow me to sign up for paperless statements. She reimbursed the fee due to it being their system issue. She indicated that the promotion amount would be a branch manager issue, and gave me the name of XXXX from the XXXX, CO branch location. She told me it would be his " decision '' to make about the promotion. She tried to get him on the phone but he was unavailable. I finally was able to reach XXXX later that day and he told me that it was not his decision or responsibility and that they were just " kicking it down the line to him. '' He was willing to put in a request that the promotions department take a look at it and he would follow up with me by Friday XX/XX/2023. He has never called me back. I called again on XX/XX/2023 and spoke with a XXXX at the business solutions center. She told me that she could see the request, but that it hadn't been solved yet. She asked me to patiently wait until Tuesday, XX/XX/XXXX. I still heard nothing! On XX/XX/XXXX, I decided to go into a branch to see if I could get it resolved. The manager XXXX was unavailable so I worked with XXXX XXXX. He was able to get XXXX on the line and began asking me questions including WHY I DIDN'T USE THE ACCOUNT MORE WHEN IT WAS OPENED AND IF I PLANNED TO CLOSE THE ACCOUNT AFTER I RECEIVED THE PROMOTION. I told him those questions were irrelevant because I HAD MET THE CRITERIA of the promotion and was owed my bonus. He indicated he agreed and would advocate for me, but that there was nothing more he could do that day. The next day, I received a call from the manager XXXX XXXX from the XXXX branch that I visited ) and he asked " What he could do for me ''. I told him again the story that their online system had a glitch that didn't allow me to sign up for paperless statements and that they were using that as a reason to not pay out my bonus. He asked me to give him a couple of days to research it and he would get back in touch with me by end of business on XXXX the XXXX. Today is XX/XX/XXXX and I never heard back from him at all. It is clear to me that they intentionally design glitches in the online system that make it impossible for consumers to meet their criteria and then they don't have to pay out the promised bonuses. I met all of the criteria that were in my control and they have done nothing but give me the run around the entire time. I have spent hours trying to make them keep their word and it is clear that they are operating dishonestly. I have no other choice but to get you involved and ask that you look into this and help get it resolved. The only appropriate resolution is that they pay the {$500.00} bonus I earned by meeting all the criteria that I was in control of. Thank you for your time.

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