Consumer complaint received 2019-02-21
Company: U.S. BANCORP
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
SUMMARY : US Bank refuses to honor the signup bonus per the terms and conditions I applied under, and as a result ( intentionally or unintentionally ) baited me into paying a {$400.00} annual fee for a card with a promotional offer that would not be honored.

DETAILS : On XX/XX/XXXX - I applied for the " US Bank Visa Infinite Altitude Reserve '' card. I was approved for the card on or around XX/XX/XXXX. The card advertises a " XXXX US Bank point bonus after spending {$4500.00} on the card within the first 90 days of card membership ''. The terms and conditions stated at time of signup : " One-time XXXX  bonus Points will be awarded when you are approved for a new U.S. Bank Altitude Reserve Visa Infinite Card and after eligible Net Purchases totaling {$4500.00} or more are made to your account within 90 days from account opening. Points are earned on qualifying Net Purchases. " Net Purchases '' are purchases minus credits and returns. Please allow 68 weeks for your bonus Points to be credited to your Account. You are eligible to receive one-time bonus Points for each new U.S. Bank Altitude Reserve Visa Infinite account type. Existing and previous U.S. Bank Altitude Reserve Visa Infinite accounts are not eligible for bonus Points for a similar account type. One-time bonus Points do not apply toward account upgrades. Use of the Card is subject to terms and conditions of the U.S. Bank Altitude Reserve Visa Infinite Cardmember Agreement, which may be amended from time to time. This offer may not be combined with any other bonus offer. " I later called to verify this sign up bonus. It was verified as valid by Customer service.

I then received an email re-iterating the terms and conditions, and promotional offer on XX/XX/XXXX. Some time later, in theXX/XX/XXXX statement period, I completed the requirements ( spending {$4500.00} on the card ). I called customer service in XXXX, and was told I would get the bonus points on the XXXX statement.

When the XXXX   statement posted - I did not receive the bonus points, as promised. So I called customer support again on XX/XX/XXXX. I was told by a supervisory customer support representative that I was not eligible for the points because I had the card previously. The terms and conditions of the offer state clearly : " You are eligible to receive one-time bonus Points for each new U.S. Bank Altitude Reserve Visa Infinite account type ''. The Supervisor acknowledged that this was correct, however refused to honor the promotional offer. As a result, I requested to close the card, and have the annual fee refunded but was told that an annual fee was refundable only within the first 30 days.

I have attached : ( 1 ) The email received on XX/XX/XXXXstating that I would receive the bonus after spending {$4500.00} in 90 days. ( XXXX  ) ( 2 ) The US Bank altitude promotional offer as shown on the web-page I applied on datedXX/XX/XXXX. ( XXXX  ) ( 3 ) A screenshot of the terms and conditions ( as stated on the page I applied via ) datedXX/XX/XXXX. ( XXXX )

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