Consumer complaint received 2021-12-19
Company: U.S. BANCORP
State: TN
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/2021 I opened a new checking account with US bank online in respond to their checking promotion. Then on XX/XX/2021 I received an personalized email offer from US bank with a subject line " 'Enjoy {$300.00} on us! " and message titled " Kick start your savings with a {$300.00} bonus! '' ( See attached screenshot ). It invited me to open a new savings account with $ XXXX and maintain the balance in the savings account through XX/XX/2021. When i first received that email i wasn't sure if it was a legitimate email from US bank ( i thought it could be fraudulent because it had no promotion code in it ), so i decided to verify with US bank. I called their customer service on XX/XX/2021, a specialist named XXXX XXXX was the person i spoke on that day ( and subsequent emails and phone correspondences until today ). I explained to her just like i explained above, that i opened my checking account recently and now received this email invitation but i wasn't sure if the email was legit. I forwarded that email to her while we were on the phone, after she did some research she confirmed the legitimacy of the email. So i asked her if i could indeed participate in this savings promotion since i just opened the checking under checking promotion. I also asked her to double check if my checking promotion code was attached to my account properly. Because it was known that sometimes promotion code would drop off durling online application process. But she confirmed the checking promotion code was attached properly. As far as the savings promotion she said she had to do some more digging and she would give me a response the next day. I told her i will definitely not apply for a savings account if she can't confirm that I'm eligible for that savings promotion. So our phone conversation on XX/XX/XXXX ended there. Then next day on XX/XX/XXXX i received email reply from XXXX XXXX that she has indeed verified, " so yes it is good to go! YAY for more money! '' Those were the exact words she used in that reply ( see attached email screenshot ). But XX/XX/XXXX passed, and i don't see the bonus posted so i contacted XXXX XXXX again, at first she claimed she don't know anything about it. So i forwarded her all our previous email correspondences to " refresh '' her memory. Then she apologized and claimed she forgot because they don't keep email history. After doing " more digging '' she came back and told me that the bonus will be posted 60 days after XX/XX/XXXX. At that point I really don't have much confidence left. I said i doubt it would happen and she said to just contact her back if don't see the bonus after XX/XX/XXXX. On XX/XX/XXXX i emailed her again letting her know still no bonus, she replied she will do a research form for me. Two weeks passed and still no response so i emailed her on XX/XX/XXXX that i will be filling a complaint with CFPB about this. And she replied finally, told me that i am not eligible for the savings bonus because i have received my checking bonus, she said i can't have both the checking and savings promotion. I am speechless!! From XX/XX/XXXX to XXXX, after 10 months we are back in the square one, but with totally opposite answers. She literally wasted me 10 months and $ XXXX for nothing but lies. And this is my experience with the US bank customer service, where trust and integrity are all lost.

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