Consumer complaint received 2023-10-15
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I created an account at USBank for my business. I chose this business because it had a {$600.00} bonus for opening an account. I got everything set up online and it was good to go, the only thing left was making a {$200.00} deposit to open the account. I made the deposit of {$200.00} on XX/XX/23, and make the necessary deposits of {$5000.00} within 30 days, which was held for 60 days. At the beginning, I got a call from XXXX XXXX at XXXX XXXX, saying the promo code I used wasn't correct, but he would fix it and I would be good to go. The new code that he was going to apply was only going to give me {$500.00} instead of {$600.00}. I was annoyed, but didn't fight it because I simply had too much going on to fight it. After the 60 days, I still didn't get the bonus. 
I called the XXXX number, she looked and verified that I did meet the requirements and said to give it another couple of weeks to let it post. 

It didn't. I called again. They said they would submit it to their research team and get back to me within 5 or 6 days. Never received a call. 

I called again and talked to XXXX, she transferred me over to XXXX. He said he would look into it. That day, I saw an ad for an {$800.00} bonus for a {$25000.00} deposit. I have more than enough funds, so when he contacted me I said I would just do that bonus since they were causing such a hassle that I really shouldn't have had to go through. 

This would have been a good time for him to tell me that I wouldn't qualify for it if I already had a USBank account. He didn't. Instead, I found out that day that day myself in reading the fine print. After telling him I was aware that I wouldn't qualify, he informed me that neither the code I used nor the code he applied for me was valid. He instructed me to call the XXXX number again. 

I called the XXXX number again. She said she would contact the promo team and call me back in about an hour. She never called. 

I have remained cordial despite the run around. Had I just been told it wasn't valid from the beginning, when I should have been told, I would have just gone with a different bank that was offering a bonus. I was told it would be taken care of and a different code would be applied, which I would assume XXXX would be responsible for fulfilling rather than passing it off to an XXXX number that never actually calls back. 

The way USBank has been represented is beyond frustrating, and honestly completely shade. I've been a business owner, it's important to be honest and straightforward with your clients, fulfill your promises, and don't keep pushing them off in hopes that they will give up. I don't know if this is a normal practice, and a bank in trouble is just trying to get cash deposited without ever actually intending to give the bonus? Or they just make their clients spend hours trying to get the money they are owed, when most would probably give up. Incredibly disappointed, this is too big of a bank to be doing this.

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