Consumer complaint received 2021-02-13
Company: FULTON FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This complaint is lodged against Fulton Bank for not paying me a {$120.00} bonus on a new savings account promotion offer. 

On XX/XX/2020, I saw a bonus offer on the Internet for Fulton Bank : open a new savings account, deposit {$1000.00} for at least 60 days and receive a {$120.00} bonus within 30-45 days after the initial 60-day holding period. 

I called my local branch in XXXX, Pennsylvania and spoke to a representative named XXXX. I told her I had not received a targeted offer, but asked if would still be eligible for the bonus offer for this particular promotion. She told me I would be eligible because I did not already have a savings account at Fulton bank and that I could simply enroll online on the landing page of the offer to receive the offer. Based on her confirmation that I would receive the bonus, I signed up for the offer on the Fulton Bank landing page as instructed and transferred {$1000.00} on XX/XX/2020 to Fulton Bank. Attached is a screen shot of the landing page, which I printed out as I applied for the bonus offer. 

I left the entire {$1000.00} in Fulton Bank, not only the required 60 days, but also an additional 45 days, so as not to jeopardize the bonus, which was supposed to be credited to the account 30-45 days after the initial 60 day period. I did not receive the promised {$120.00} bonus by XX/XX/XXXX, which was the 45th daythe last day by which the bonus should have paid out. On XX/XX/XXXX, I called Fulton Bank to inquire about the missing bonus and spoke to XXXX, a Fulton Bank customer service representative in XXXX, PA. He did some research and determined that because I was not targeted for the offer, I would not receive the bonus. When I told XXXX that I was encouraged by an employee of my local Fulton Bank branch to enroll, despite the fact I told her I was not targeted, he apologized and said she made a mistake but said there was nothing he could do. 

So I am hoping there is something officials at the CFPB can do. If I had not taken the time to first call the bank to confirm if I would be eligible for this bonus -- -- and, instead, had just blindly applied for it -- -- I would certainly not take the time to file a complaint against Fulton Bank with your agency. But I did call and, in fact, was instructed by a Fulton Bank employee where exactly to apply for the offer on a specific landing page on the Fulton Bank website. It appears that Fultons Marketing Department is not communicating the correct information about the eligibility of these bonuses to its front line staff -- -perhaps in the hopes that many unsuspecting customers will invest their money in the bank, resulting in increased revenue to the bank under false pretenses. 

This is a classic bait-and-switch tactic from Fulton Bank and it is illegal. It is particularly egregious as I am a senior citizen living on my social security check. This {$1000.00} could have been invested in another bank for the last four months and would have generated some much-needed interest income. 

I hope CFPJ will protect trusting customers like myself who follow instructions by a bank employee only to be taken advantage of later. Fulton Bank must be held accountable for the actions of its staff. On my behalf, please request that Fulton Bank make good on its offer and credit my account for {$120.00}. 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 monetary relief