Consumer complaint received 2020-04-28
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I had opened an account with US Bank on XX/XX/XXXX. I signed up with a {$300.00} checking bonus offer after completing the following terms : utilize code XXXX, received two or more deposits totaling $ 2,000+ within 60 days, enroll in online banking or the mobile app by XX/XX/XXXX. The promotion expired on XX/XX/XXXX. 

Right after I signed up, I attempted to sign up for mobile banking the following day after applying, around XX/XX/XXXX. I was asked for my account or debit card number, my social and PIN. Unfortunately, the only thing I had was my social. I was locked out of establishing access. When calling in, I was told I would have to wait for my debit card to arrive in order to create a PIN and set up online log in. I downloaded the mobile app on XX/XX/XXXX as a last attempt, and got the same results. US Bank had made it impossible for customers who signed up towards the end of but still within the promotion period to get mobile/online access due to an action on their end of sending final banking information and products ( account # and debit card ). 

I went on to complete the main requirements, by completing total direct deposits into the account on XX/XX/XXXX. 

US bank had reached out to me shortly after I applied on XX/XX/XXXX to see if I needed anything with my new account having opened it online. I replied back to an employee by the name of XXXX XXXX XXXX, Account Setup Coordinator telling her my issue with setting up online banking as outlined above. I received no response. The reply was to her work email, XXXX. 

I tried to open an inquiry into this situation well after the bonus period, on XX/XX/XXXX. A rep by the name of XXXX XXXX in the email operations department opened a case for me, and told me I had " met the " XXXX '' promotional requirements more than eight weeks '' ago - giving me a timeline of 3-4 business days. Again, I never heard back. I followed up on XX/XX/XXXX. I followed up again, on XX/XX/XXXX. Finally I got a reply on XX/XX/XXXX from XXXX XXXX who was surprised that I never heard from anyone, as my case was closed and I was found ineligible due to the mobile banking requirement. I gave my reasons, and tried to ask for further contact on the matter which has since been ignored. 

During this whole process US bank acted in incredibly poor faith. Before the COVID-19 crisis, they were unresponsive to any contact, and had made it extremely difficult if not impossible for those who opened accounts towards the end of the promotional period to fullfill the requirements as they only gave 4 business days to create an online profile, but then took nearly 3 weeks to mail a debit card which was a requirement to fullfill one of their requirements. It was a bait and switch. US Bank simply ignored most of my comments on this, whenever it was surfaced. They should have either given more time to get the proper documents and items to set up online banking, or given that information at time of account creation. It was simply impossible to work with US Bank and I believe their inaction ultimately made their promotional advertisement deceptive, while denying {$300.00} and tying up my money for months.

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