Consumer complaint received 2023-04-25
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Hello, I opened a checking account with US bank in XXXX, XXXX, & used the following promo when doing so : Open a new checking account by XX/XX/XXXX to receive your bonus, set up two or more direct deposits totaling at least {$3000.00} to earn {$300.00} or {$6000.00} or more to earn {$500.00} and enroll in online banking or the U.S. Bank XXXX XXXX within 60 days of opening your account. ' U.S. Bank is your trusted partner. 
Rest assured : We put trust, ethics and our clients first in all we do. We're proud to be named one of the World 's Most Ethical Companies by the XXXX XXXX for the eighth year in a row. Don't wait! This exclusive up to {$500.00} bonus ends on XX/XX/XXXX. 

Use code XXXX when you apply. 

Before opening the account I called US bank customer service to confirm I was eligible for the promotion they mailed me, and was told deferral representatives that I was, & went ahead and opened the account. I have called at least 20 times since then to confirm the promotion was applied to my account, confirm I met the requirements of the promotion, that I would wait up to 60 days after meeting the requirements to revive the {$300.00} promotion, & finally several times during the last week of XX/XX/XXXX that rest assured the funds will be deposited in your account no later than XX/XX/XXXX. 

When this didnt happen I called back again on XX/XX/XXXX to ask why and was told a ticket had to be submitted but I would receive the funds by Wednesday of that week. That didnt happened and I called back to inquire why, and was told another ticket had to be submitted because the previous tickets I was told were submitted actually were not. 

Finally a ticket was created with the case manger being : XXXX XXXX XXXX Customer Care SpecialisXXXX O : XXXX | M : | XXXX I was told not to worry that she would investigate and resolve the issue. I didnt receive any updates and called again only to be told that XXXX XXXX reviewed it and requested confirmation of my promotion. I explained that I no longer have it but could possibly locate a picture of it & submit that, which I did. After submitting the picture to XXXX via email I was told since the picture doesnt display the entire promotion and my name at the top, I was ineligible for the promotion and it wouldnt be applied to my account. 

I called back to discuss this with her on the phone but was unable to reach her and had to speak to a different representative. I asked how this is fair when I confirmed my eligibility before opening the account, ensured the promotion code was applied to my account, & have been working with the company for several months to confirm Ive met all the requirements of the promotion, and to rest assured that the funds will be deposited into my account, again with the most recent promise being XX/XX/XXXX, only to now be told I wasnt eligible for the promotion. The representative stated that their is no way they can confirm a customer is eligible for a promotion or not, anyone could share those codes with others, and she wishes she had a magic button she could push to fix it but she cant. 


I asked if there was anything they could do, or apply any current promotions and was told the same thing. I then brought up submitting a formal complaint with the CFPB and possibly contacting a lawyer, & still nothing could be done. 

Please help. This is a horrible experience and companies shouldnt be able to promise promotions to their customers only later to find out theyre not applicable, & to be treated so poorly during the entire process. 

I truly help youre able to help me, provide better training for those employees, & try to prevent this from happening to others. 

Thank you!

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