Consumer complaint received 2023-02-03
Company: U.S. BANCORP
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
XX/XX/XXXX Applied for US Bank Business Silver Checking Account using the promotion code supplied in the mailing from US Bank. The associated bonus was {$400.00} for depositing {$1500.00} in new funds within 30 days ( please refer to enclosed pic # 1 ). I did not take advantage of the optional additional {$100.00} bonus by settling a US Bank Payment Solutions Merchant transaction ( circled in blue on the enclosed pic # 2 ). I also deposited {$200.00} from my XXXX Checking while applying online for the new US Bank account. 

XX/XX/XXXX I tried to set up an external transfer for {$1300.00} to this US Bank Checking account I opened on XX/XX/XXXX but the US Bank website did not allow me to add and external account to this US Bank Business Silver Checking Account. 

XX/XX/XXXX I asked at the external FUNDING BANK ( XXXX ), and XXXX informed me that no funds were requested by US Bank. 


XX/XX/XXXX Since I had no success on XX/XX/XXXX I then added two external accounts, XXXX XXXX XXXX XXXX ( second attempt for XXXX ) and transferred {$1300.00} from my XXXX account to land XX/XX/XXXX. ( please refer to enclosed pic # 3 and Pic # 4 ). I again hit a wall based on problems with their website. 

XX/XX/XXXX I logged using my US Bank Business Silver Checking Account, and I got an odd " not authorized '' messages when trying to set up external accounts. ( please refer to enclosed pic # 5 and Pic # 6 ) and please also note that I tried logging in using both my linked Business Credit card profile and directly using my Business Checking Account directly, as evidenced by the different urls for each profile. Again, I hit a wall based on problems with their website. 
Pic # 5 XX/XX/XXXX They seemed to be updating their site currently, so might explain some problems I had? 
XX/XX/XXXX I took screen shot pic for further proof. 
XX/XX/XXXX XX/XX/XXXX I made 3 calls to US Bank including a rep named " XXXX '', and a third rep XXXX who did her best to guide me. XXXX told me I would be contacted by US Bank via email to fix the problems I had been having with adding external accounts. I requested an email address for me to contact US Bank in case I didnt get any response and she provided this email address XXXX I was never contacted by anyone regarding this problem. 

XX/XX/XXXX I see this error below ( please refer to enclosed pic # 6 ) when I logged into my US Bank account and attempted to see any transfers that had occurred or would occur by clicking the Manage My Transfers tab. Again, I have no idea what is happening with my account based on errors with their site. As a result I sent a very detailed email to XXXX to explain the problem and asked for assistance. I complained that I could not set up my external accounts to pull or push funds. I never received a reply from US Bank to that original email, so I was again completely ignored. 

For CFPB Office reference, Ive enclosed a copy of that email as an attachment and to further verify this issue. The file name is Problems adding external accounts! - XXXX XXXX. 

XX/XX/XXXX Logged into US Bank account and see a notification message that offered to set up paperless billing for US Bank Business Debit account. I clicked the message, to begin the paperless billing setup, as the account is charged {$5.00} for standard mailed statements. When I clicked the notification, I got still another error on their site ( please refer to enclosed pic # 7 ). Therefore, it didn't let me change to paperless.

Pic # 7 XX/XX/XXXX I called US Bank at XXXX and talked to CSR XXXX XXXX XXXX XX/XX/XXXX she did a " co-browse '' to see my screen and helped me activate paperless billing for the Biz Checking account. It did work this time without errors. She also said the {$5.00} billing charge would be refunded and it was. 
Finally, she asked me to fwd my email I mentioned to here that I didn't receive a response for and add her name XXXX XXXX to the email. The entire email chain is in the attached XX/XX/XXXX Email and No reply. 
She requested I fwd the email to a different address : XXXX She stated she would contact me back after she looks it over. 

XX/XX/XXXX I got a reply from XXXX XXXX stating I am not eligible for the bonus. 
I feel this is not fair based on the multiple documented problems I have had with their website and adding external accounts, multiple lack of responses when reaching out via phone and email, and their indifferent response when asking for help with the online problems. I have two other account with US Bank ( business credit and personal credit cards ) and their indifference will make choose another bank unless I receive the advertised bonus amount. XXXX XXXX listed wire transfer as a funding method but this has an associated {$30.00} cost at XXXXXXXX XXXX  as evidenced in the pic below ( please refer to enclosed pic # 8 ). I dont utilize paper Checks through my discover account, so this also invalidates another one of her suggestions. Even with all the mentioned problems, I still see incorrect info regarding my transfer history for this account. This is evidenced with the message There is no activity to view or edit even though I was eventually able to transfer funds into the account after much effort ( please refer to enclosed pic # 9 ) Pic # 8 Pic # 9 XX/XX/XXXX In my US Bank account, it states that account is eligible for wire transfers anyway ( please refer to enclosed pic # 10 ) Pic # 10

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