Consumer complaint received 2019-11-27
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
OVERVIEW I opened business checking and business savings accounts with US Bank and there are two issues, corroborating documentation is attached. Both accounts are still open and in good standing : 1. US Bank refuses to honor a promotion they acknowledged multiple times ( also in writing ) I was enrolled in and successfully completed the terms for. I opened a business checking account and savings account in-branch using a public promotion. Various US Bank employees have confirmed multiple times in writing, in person, and over the phone that I was eligible for the promotion, successfully enrolled, and met the terms. This is after several months of false promises and confirmations while I attempted to work with them in resolving the issue. 

Despite telling me on multiple occasions that I had been enrolled and I met the terms, US Bank ultimately said I wasn't " targeted '' for the public promotion and they will not honor it. They also claim the promo code ( XXXX ) was a one-time use code and already used by someone else when I opened the account. This is highly-unlikely because, in addition to the facts below, the code itself is both generic and not generated for a targeted recipient ( as redemption codes virtually-always are ). I was provided written confirmation directly by US Bank confirming I was eligible and enrolled, including sending me the terms via e-mail so I had them on-hand. Further, there is no language in the terms ( or in any written communication ) about the promotion being targeted. I have exhausted every effort to resolve this with USB, including notifying them of my intent to file a CFPB complaint. 

2. The banker didn't open the account correctly and I needed to physically return to the branch on three separate occasions to fix her account opening errors. 

ATTACHMENTS Flyer with promotion terms Business checking and savings transaction histories showing completion of promotion terms and added USB fees E-mail chains between me and the US Bank banker who opened the accounts Recording of the XX/XX/XXXX call with the US Bank XXXX XXXX manager ( XXXX XXXX ) MAJOR EVENT TIMELINE ( excluding many additional calls to USB about the issue, all XXXX ) : XX/XX/XXXX - I called the US Bank branch at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX and spoke with a banker, XXXX XXXX. We discussed opening a business checking account and I mentioned the promotion ( attachment 1 ), which she said I'd be eligible for. I forwarded her the promotion via e-mail ( att. 4 ) to save us time in opening the account in branch. 

XX/XX/XXXX - XXXX encourages me to open the account with her before XXXX so I can meet the deadline for the promotion ( att. 4 ). 

XX/XX/XXXX - Opened account ( XXXX ) in-branch with XXXX using the promotion, I was provided a flyer in-branch with the terms. XXXX verbally confirmed that the promotion was attached to my account during opening. 

XX/XX/XXXX - XXXX e-mails me stating that she made an error ( # 1 of 3 ) during account opening and I need to come to the branch to resolve it ( att. 6 ). 

XX/XX/XXXX - XXXX e-mails me about a second account opening error ( # 2 of 3 ) I need to resolve in branch ( att. 5 ). 

XX/XX/XXXX - Platinum Business Money Market account XXXX is opened in-branch and funded. I am not informed of the fees on the account ( which accumulate later ). 

XX/XX/XXXX - XXXX, over e-mail, confirms several terms of the promotion the account is enrolled in ( att. 6 ). She informs me of a third account opening error ( # 3 of 3 ) I must amend. By this time I've already returned to the branch three separate times to fix USBs errors. 
XX/XX/XXXX - A banker at the US Bank branch at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX confirms in-person that I am enrolled in the promotion and I have thus far met the terms. 

XX/XX/XXXX - I speak with a banker at the US Bank branch at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX. He reviews the promotion terms and my account history and verbally confirms to me that I've met the terms. He notes there is a waiting period for deposit verification in the promo terms and I should only escalate the issue after it has expired. I make a deposit to account XXXX and leave. 

Late XXXXAll of XXXX - I engage in multiple calls between the XXXX XXXX ( mainly XXXX ) and business servicing, where the branch tells me to speak with servicing and servicing tells me to speak with the branch. There are three instances where bankers at the XXXX XXXX tell me they have sent notices to the back office and I should hear back within a few days. I never hear back, and despite continuous calls to the branch and account servicing, the issue never progresses. The branch and back office continuously shuffle me to each other to absolve responsibility in finding a solution. I am assured by both servicing and the branch, repetitively over the month, that I only need to be patient and this time around itll be resolved. 

XXXX XXXX - I call the XXXX XXXX and speak to XXXX to inquire why the promotion hasn't been deposited. She confirms with me over the phone that I've successfully met the terms of the promotion and assures me it hasn't been deposited yet because the deposit verification period in the promo terms hasn't passed. She says she's sent a request form to inquire why it hasnt been honored, and even attaches the promotion itself to her e-mail so I can review the terms ( att. 6 ). 

XX/XX/XXXX - As a last ditch effort, I call XXXX to ask if shes heard from the back office ( this time around ) regarding why I havent received the promotion bonus. She says they just got back to her a few days prior and their research showed I wasnt eligible for the bonus because I wasnt targeted. I ask if she can help me understand the written, phone, and in-person communications Ive been having for months with USB that confirmed I was eligible for the promotion, enrolled, and I completed the terms. She tells me shes sorry for the inconvenience and misunderstanding. 

FINAL EFFORTS + CFPB COMPLAINT ADVISORY XX/XX/XXXX - I called USB business account servicing and spoke with XXXX XXXX, who informed me that he could schedule a callback with a supervisor about the issue. I informed XXXX that this would be the fourth time Ive done this exact process with his department and to save him time, Im only calling in to check if theres any recourse I can take before filing a CFPB complaint. I appreciate that XXXX seems genuinely concerned and is proactive, though it is clear to us both that there is no recourse available during the call beyond what has already been tried three times. I notify that I am filing a CFPB complaint. 

XX/XX/XXXX - I called the XXXX XXXX and spoke to XXXX XXXX XXXX recorded call attached ) who identified himself as the manager. I gave background on the issue, which he explained he was already intimately familiar with. He ( somewhat rudely and in an annoyed manner ) questioned why I was following up with an issue US Bank considers closed, telling me his bankers and the back office had done a lot of research on my account and affirmed that Im ineligible for the bonus. The reasons he gave multiple times were the XXXX promo code was already used when I came in, and the code was a targeted mailer. I related that I had records and was calling as a last-ditch effort before submitting a CFPB complaint, and before submitting, I wanted to confirm that there was absolutely no recourse left for me to pursue at this point. He said that the issue is closed and as far as hes aware theres no recourse. I notify I am filing a CFPB complaint. The recorded call with XXXX is attached. 

ADDITIONAL DATES OF COMMUNICATION These are a FEW confirmed dates I called XXXX and other bankers at the branch to enquire about the status of the promotion, with no tangible effect : XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX These are a FEW confirmed dates I called US Bank 's business account servicing department to inquire about the same, with no tangible effect : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Note the above dates are only those I could verify on my cell phone and DO NOT include about 15 other calls made from my office between XXXX and XXXX, speaking with XXXX XXXX and account servicing. 

PROMOTION TERM COMPLETION DATES Attachment 3 and 4 contain the transaction histories for checking XXXX and savings XXXX. 
Attachment 1 contains the promotion terms. 

Term 1 XX/XX/XXXX - Opened a Business Silver Checking Package XX/XX/XXXX - Opened a Platinum Business Money Market account and funded with {$8300.00} Term 2 XX/XX/XXXX - Deposited {$1600.00} of new money funds to XXXX in-branch ( {$1600.00} of {$5000.00} ) XX/XX/XXXX - Deposited {$2400.00} of new money funds to XXXX in-branch ( {$4000.00} of {$5000.00} ) XX/XX/XXXX - Deposited {$1000.00} of new money funds to XXXX via ATM ( {$5000.00} of {$5000.00} ) US Banks Deadlines ( per their terms ) XX/XX/XXXX - Final deadline for USBs stated deposit verification to happen. 
XX/XX/XXXX - Final deadline for deposit of the {$400.00} promotional bonus to the savings account ( 45 days after deposit verification ). Not honored.

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