Consumer complaint received 2022-04-25
Company: AMERICAN EXPRESS COMPANY
State: CA
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/XXXX, I applied for an account with Kabbage by American Express. The account advertised a {$300.00} bonus upon meeting certain requirements, namely opening an account by XX/XX/XXXX and making 5 debit card purchases using the new account debit card. 

After I submitted my application on XX/XX/XXXX, I was asked to upload documents to verify identity ( a utility bill ). I did this promptly on the same day, and uploaded a utility bill on XX/XX/XXXX. The website displayed a message saying well get back to you in 5-7 days ''. 

There was no activity following my application after XX/XX/XXXX. Every time I visited the account status page, I got the message saying " we'll get back to you in 5-7 days ''. 

I emailed Kabbage on XX/XX/XXXX to inquire about the status of the account. I received an automated response and a case number for my inquiry. The case number was XXXX. 

I did not receive any response to this case, at all. At this time, I felt that this was not a bank worth dealing with but I opted to just wait. 

On XX/XX/XXXX, I received an email that my account was approved. I have attached a copy of that email message, which still promised {$300.00} upon making the 5 debit card payments. 

Given that I had applied well ahead of XX/XX/XXXX ( I applied on XX/XX/XXXX ), I felt that any delay was on the side of Kabbage, and I shouldn't have to be penalized or denied the promotional terms because of such delays. 

After I received my debit card, I funded the account and met the debit card purchase requirements. I expected to receive the bonus, but in XXXX the bonus was denied. I was told that I needed to have the account approved by XX/XX/XXXX. 

I found the experience so deceiving, because the delay associated with opening and approving my account was totally on Kabbage. I applied on XXXX and was asked for documents. I supplied those documents same day. They had plenty of time to approve the account, regardless of how many applications they were receiving, and regardless the terms should honor any applications submitted by XX/XX/XXXX, not approved by XX/XX/XXXX. 

How are the 10,000 applicants that ( hypothetically ) applied between XX/XX/XXXX and XX/XX/XXXX assured that Kabbage didn't just decide to stop processing approvals until after XX/XX/XXXX, because waiting until then would give them an OUT from having to fulfill the promotion terms? 

This is the deceitful part and I want them to go back and make it right for customers like me who applied in good faith, and met the requirements in good faith. 

I have called Kabbage twice, and I'm told my name was passed to a manager. They're supposedly aware of this screw-up, and I was told someone would be in touch with me to make this right. I never heard back the first time I called and was told this, so I called again in XXXX, only to be told the same thing ( my info would be passed to a manager ). To date ( and it's end of XXXX ) I have not heard anything else. My bonus has not been awarded.

Company response to consumer: Closed with explanation