Consumer complaint received 2022-07-29
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: NC
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/2022 I went to the website of XXXX XXXXXXXX XXXX XXXX XXXXXXXX ) to open a checking account online. At the start of the process I was prompted to enter my zip code. Afterwards I reviewed the various checking account types and selected the XXXX  Checking account. As I went through the process of " checking out '' in their online store-like interface, I was presented with an offer for a promotion called the " XXXX XXXX XXXX XXXX ''. The terms stated that if I met certain qualifying transactions that I would receive a promotional bonus of {$400.00}. I read through the terms of the promotion which made no explicit mention that only customers in certain states were eligible for this promotion. Having already typed in my zip code and also knowing that there are XXXX branches in my state ( North Carolina ), I assumed I was eligible for this promotion. I therefore proceeded to open the account with the promotion attached. The account was successfully opened. 

Over the next couple of months I met the transaction requirements stipulated in the promotion, which were a combination of direct deposits and bill payments within 90 days of opening the account. Meanwhile on XX/XX/2022 XXXX charged me the {$25.00} annual fee for this banking package, which was stated in the terms of the account. 

Once the requirements were met I waited the required waiting period which was XXXX business days after 90 days following account opening. However I still hadn't yet received any promotional bonus. I subsequently reached out to XXXX to confirm that I had met the requirements. First I reached out via secure message chat. In that chat it was confirmed I had met the requirements. No further support was provided and it was recommended that I reach out to the branch, I then called the customer support phone number, who explained that I had met the requirements but also that I wasn't eligible for the promotion because I lived in North Carolina, and the promotion is only available for residents of Pennsylvania. The representative then recommended that I reach out to the local branch to see if there was anything they could do. I later spoke with a representative in the XXXX, NC branch who said they would not pay out the promotion to me. 

I don't think this outcome is fair and the promotion was deceptive. As stated previously, the combination of having entered my zip code, having the promotion made available to me during the account opening process, the terms of the promotion not explicitly stating that only residents of Pennsylvania are eligible, being able to open this account online and not having to go into a branch, and there being XXXX branches in my state led to me believe that I was eligible for this promotion. After having completed the promotion requirements in good faith, and also charging me for the account type, I expected XXXX would honor the terms of the promotion that they presented to me during the account opening process. That was not the case which is disappointing.

Company response to consumer: Closed with monetary relief