Consumer complaint received 2021-08-07
Company: BANK OF THE WEST
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Hello, In XXXX I opened a checking account with a promotion for {$250.00} with the following terms : Requirements to Receive the {$250.00} Bonus : Apply for a new consumer Any Deposit Checking account with a promotion code either online at XXXX : XXXX  or in a branch between XX/XX/2021 and XX/XX/2021 with any opening deposit amount ( {$0.00} or more ). Any Deposit Checking account must be opened by XX/XX/2021. 

All deposits must be posted by XX/XX/2021. 

Bank of the West Checking account must be in open status and have a positive balance greater than {$0.00} as of XX/XX/2021 to be eligible to receive the bonus. 

Bonus will be credited by XX/XX/2021 to the new, open Bank of the West Checking account. Account must be in open status to receive the bonus. 

I have fulfilled the terms of the bonus with DD of {$1000.00} in XXXX, XXXX, XXXX and XXXX and have not received the bonus. When I inquired, there was a long delay and then they were unable to confirm the bonus and said bonuses would post in XXXX : Here 's the message : We sincerely apologize for the delay in responding to your message. We have experienced an increased volume of messages from our customers, and are responding to them in the order in which they were received. 

We deeply regret this inconvenience. 

Review of customer qualification for our Consumer Checking Account Campaign will automatically occur for all the participating accounts during the month of XXXX. As a result, we are unable to confirm that the requirements have been met, or speculate the final outcome, as additional terms and conditions apply. 

Please review the campaign criteria, and evaluate your account activity to ensure you have met all the requirements. Statement credits will be issued by XX/XX/2021. 

Thank you for contacting Bank of the West. We appreciate your business and the opportunity to serve you. 

Sincerely, XXXX XXXX 
Online Services Bank of the West Deposit and loan products offered by Bank of the West. Loans subject to credit approval. Certain fees and restrictions may apply. Member FDIC. Equal Housing Lender. Copyright 2021 Bank of the West. All Rights Reserved. Doing business in South Dakota as XXXX XXXX XXXX XXXX XXXX 

Investment and Insurance products : NOT FDIC INSURED / NOT BANK GUARANTEED / MAY LOSE VALUE / NOT A DEPOSIT / NOT INSURED BY ANY FEDERAL GOVERNMENT AGENCY You can send money to friends, family, and almost anyone you know and trust? Its easy. Go to bankofthewest.com/onlinetips to learn more. You must be enrolled in Online Banking to use Mobile Banking. Wireless carriers may charge fees for text transmissions or data usage. 

-- - Original Message -- - Sent : XX/XX/2021 XXXX AM To : BOW Subject : Contact Customer Service Account : Hello, I'm writing to follow up about the {$250.00} bonus to my account. I have met the DD requirement and according to my notes the bonus should have been deposited in XXXX. Could you please tell me when the bonus will post? 
Thanks, XXXX Considering I met the terms of the promotion. I would appreciate that the bonus be paid now since it is already past the date stated in the terms. 

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