Consumer complaint received 2020-05-25
Company: U.S. BANCORP
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/2020 I opened a checking account online with US Bank in XXXX. 

At the time US Bank was offering a {$300.00} promotion to anyone who opened a checking account by XX/XX/2020 and had made at least 2 direct deposits totaling {$2000.00} or more within 2 months of the account opening. Additionally, to qualify for the {$300.00} bonus, one had to either be enrolled in US Bank Online Banking or the US Bank Mobile App by XX/XX/2020. 

I met all of these requirements on the XXXX of XXXX except for direct deposits totaling at least {$2000.00}. It took me until XX/XX/XXXX to meet that requirement, well within 2 months of the checking account opening. 

On XX/XX/2020 I sent the following message in US Bank Online Banking : Account Number : XXXX Comment Box or Question : Hi Just wondering when I will receive the {$300.00} bonus for opening a checking account. I believe I have met all the requirements. When I signed up it sent me to a page that said the promo code was already activated. Thanks very much for your assistance. 

Sincerely, XXXX XXXX. 

___________________ I received the following response on XX/XX/2020 : Hello XXXX, Thank you for writing us, I hope you are doing well and staying safe! My name is XXXX, and I appreciate the opportunity to review your account to determine the status of the bonus. 

Upon review of your account, I do not see that a promotional code was entered on your application. In order to meet the terms of the offer, the code must be entered on that initial application in order for you to be eligible. Due to this consideration, the account would not be eligible for the promotional bonus. I know this isn't the outcome you were hoping for, and I'm sorry for any disappointment this may cause. 

If the promotion is still being offered, we can have the code still applied to the account. Could you provide me with the promotion code you intended to use? Once your reply is received, I can check to see if we can apply it to your account or not. 

I look forward to your reply. 

Sincerely, XXXX XXXX. 
U.S. Bank XXXX XXXX Department [ THREAD XXXX ] __________________________ I responded with the following : Hi XXXX, Thanks for the email. Please see the photo attached. As you can see the promo code was already added according to the US Bank website. There was no activation code given. And really isn't the promo code besides the point? Clearly I signed up for a new checking account within the date specified in order to receive my bonus. Furthermore, I was enrolled in U.S. Bank online banking before XX/XX/XXXX and I made at least 2 direct deposits totaling {$2000.00} or more. I would very much appreciate the {$300.00} bonus in my checking account. Thanks for your help. 

Sincerely, XXXX XXXX I received the following response : Thank you for your reply, XXXX. Unfortunately, the screen shot you provided doesn't show the promotion code or anything tying it to your account application. On an exception basis, if the offer has not expired, we can request that the promo code be added after the account has already been opened. In this case, this offer expired a number of months ago, and the promotional code can not be added after the fact. I am very sorry for any disappointment this may cause. If you have more definitive screen shots, we'd be happy to review them if you forward them to us. 

Please accept my apology for any inconvenience or frustration this experience has caused. I hope that your future experiences with U.S. Bank will better meet your expectations. 

Respectfully, XXXX XXXX. 
U.S. Bank XXXX XXXX Department [ THREAD XXXX ] _______________________ I replied with the following : XXXX, I am pretty shocked that U.S. Bank would operate in this fashion. This is obviously a scam most likely being used on numerous customers. I will be looking to bank elsewhere in the near future. 

XXXX This was the end of the email correspondence. Please see the attached screen shot of the offer for the {$300.00}.

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