Consumer complaint received 2021-07-31
Company: PNC Bank N.A.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I had signed up for BBVAs checking account under the Winter Blitz 2021 offer where a direct deposit of more than {$500.00} would qualify for a {$200.00} promotional credit. The offer code that was used was WB2021 ( later verified by a BBVA rep ). 

The requirements in detail were as followed : " You could get a {$200.00} bonus by opening a new qualifying checking account. 
Open between XX/XX/XXXX and receive a qualifying Direct Deposit of {$500.00} or more by XX/XX/XXXX. * '' Further, I met this requirement numerous occasions. 

XX/XX/XXXX - DIRECT DEPOSIT OF XXXX XX/XX/XXXX - DIRECT DEPOSIT OF XXXX XX/XX/XXXX - DIRECT DEPOSIT OF XXXX XX/XX/XXXX - DIRECT DEPOSIT OF XXXX I had first reached out on XX/XX/XXXX after reading reports of other individuals receiving their promotional credit relatively quickly. 

ME XX/XX/XXXX : Memo : Hi, I signed up my checking account with a bonus reward coupon for a {$200.00} statement credit. What are the requirements for receiving this bonus? 
Thanks for any and all information! 

BBVA XXXX XX/XX/XXXX : Thank you for contacting BBVA. We have received your inquiry regarding a promotional credit you may be receiving. 
To better assist you, and escalate your concern, we kindly ask that you respond to this message with the following : The name of the promotion you are referring to, if known The promotional code, if known How you heard of this promotion ( in branch, online, over the phone, etc. ) Any conditions of the promotion that you are aware of The best phone number to reach you at, and the time of day you can be reached. 
Additionally, if you have any images or flyers of this promotion, please add them as an attachment in your response. 
Once received, we can submit this information for review, and one of our escalation specialists will contact you regarding the status of the promotional credit. 
If you have further questions, please do not hesitate to respond to this message. For immediate assistance, you may contact the Customer Service Department at ( XXXX ) XXXX Monday-Friday from XXXX XXXX. to XXXX XXXX. CST or Saturday from XXXX XXXX. to XXXX XXXX CST. Our specialized agents will be more than happy to assist you. 
You can learn more about the personal information we collect, including how we may use such information, by clicking " Privacy '' at bbvausa.com. 
Sincerely, XXXX BBVA Customer Service Member FDIC Equal Housing Lender ME XX/XX/XXXX : Memo : Hey XXXX, it was the Winter Blitz promotion with code WBOL2021 The requirements were : " {$200.00} Bonus by opening a new qualifying checking account between XX/XX/XXXX and receive at least one ( 1 ) qualifying Direct Deposit of at least {$500.00} by XX/XX/XXXX. 
I heard about this online and since there are many BBVA branches in XXXX, AZ I decided to go for it. 
I can be reached at XXXX *********, thank you. 
Regards, BBVA XXXX XX/XX/XXXX : Welcome to BBVA! 
We apologize for the delayed response regarding the status of our {$200.00} Promotion. 
Currently, we are receiving higher email and call volumes than normal ; however, our specialists are working through them as quickly as possible. 
We understand your concerns regarding when you will receive the credit for this promotion. 
We have escalated your concerns to our Client Care Team, who will review the promotion requirements. Your ticket number is XXXX. 

An analyst will contact you via the phone number on file within five business days. We thank you for your patience on this matter, and we apologize for any inconvenience this may cause. 

For your convenience, we offer customizable Alerts which are a great way to get personalized account information at your fingertips via the BBVA Mobile Banking Application. For more information about Alerts, please visit us at : https : //www.bbvausa.com/XXXX After receiving no response, I messaged again on XX/XX/XXXX Memo : Hi XXXX, I have not received a phone call regarding the promotion credit. Any information is greatly appreciated. 
Thank you. 
Regards, Then I received two messages a couple days apart, one through the BBVA portal and the other via email. No phone calls. 

BBVA XXXX XX/XX/XXXX Thank you for contacting BBVA. 
We have received your inquiry regarding a promotional bonus and we will be glad to assist you. Upon reviewing the account ending in XXXX, we were able to confirm the inquiry regarding an incentive was resolved. The resolution was sent via email to the email address on file. 
We are glad to inform you, the {$200.00} bonus requires 1 qualifying electronic direct deposit of {$500.00} or more to qualify by XX/XX/XXXX. A total would not be qualifying. If the requirements are met, you will receive your bonus by XX/XX/XXXX. The {$50.00} savings bonus requires a balance of {$1000.00} on XX/XX/XXXX to qualify. If the requirements are met, you will receive your bonus by XX/XX/XXXX. 
We hope this information helps you. 
Additionally, the BBVA Mobile Banking Application provides convenient management of your full BBVA relationship. You can access all of your Deposit Accounts, Debit/Credit Cards , Loans, Mortgages, CDs/IRAs quickly and easily. 


EMAIL FROM BBVA XXXX XX/XX/XXXX : We are reaching out to you regarding the promotion issue you reported which is currently being tracked with the ticket number referenced above. 

I reviewed your account. The account was opened with the WB2021 offer. The {$200.00} bonus requires 1 qualifying electronic direct deposit of {$500.00} or more to qualify by XX/XX/XXXX. A total of {$500.00} would not be qualifying. If the requirements are met, you will receive your bonus by XX/XX/XXXX. The savings must meet the balance requirement of {$1000.00} on XX/XX/XXXX. There is also an evaluation period through XX/XX/XXXX. The bonuses will post to your checking account by XX/XX/XXXX. 

If I can be of assistance please contact me directly at your earliest convenience. I can be reached at XXXX Monday Friday XXXX XXXX - XXXXXXXX XXXX CST. 

Sincerely, This email verified my account was opened with the Winter promotion, and I had multiple direct deposits from my workplace during the period required. 


I called on XX/XX/XXXX after checking that no promo credit has been applied to my account just to find out the ticket was supposedly closed on XXXX thus starting the whole process over again. 

No promotional credit has been posted.

Company response to consumer: Closed with monetary relief