Consumer complaint received 2018-09-27
Company: U.S. BANCORP
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
While doing my normal grocery shopping I was approached by a man asking me if Id like a XXXX Mastercard. I told him no, I wasnt interested as I have plenty of credit cards and all get cash back, I carry no balances, and I dont want another one. He kept at it and told me I would get a XXXX enrollment bonus that would be applied as a credit. That caught my attention as I have XXXX gkids and I thought it would be good for upcoming birthdays and since I do most of my shopping at XXXX anyway I finally agreed. 
He asked me lots of questions, dob, ssn, income, debts which are my house and car pmts. He did all this on one of those tablets deals. 
On XXXX I got a letter from US Bank explaining why they were not approving my credit card based on my debt to income ratio exceeding their guidelines. They then listed my so-called monthly income and debt which was totally wrong. 
So I called the number on the letter ( XXXX ) at XXXX and spoke to XXXX and gave him the correct monthly info and he told me my card would be approved and I should receive it within 7-10 days. I asked him about the XXXX promotiion and he confirmed it and said it would be applied after the first billing cycle. 
I got the new card on XXXX and when I activated it I also spoke with XXXX at XXXX at XXXX because nothing in the paperwork that came with the card said anything about the XXXX enrollment bonus. She confirmed it and said to wait 30 days before I see the XXXX promo applied as a statement credit. If I dont see it to call the same number back again. 
I got my first bill and paid it on XXXX but thought Id wait and see if the credit showed up on the next statement. 
IT DID NOT. I received the new bill on XXXX and after seeing no credit as promised I called and then spent the next 2 hours on the phone talking with 5 different people starting with XXXX, who said she had no clue what I was talking about and transferred me to XXXX who also didnt know anything and decided to transfer me to the XXXX Loyalty Dept. why they would transfer me to the store is beyond me and I asked why the store would have any information about why US Bank is not fulfilling their promise but they transferred me anyway. 
Then I spoke to XXXX who told me she could not find any promo offer and kept asking me questions about where I purchased the card. I explained to her that I DID NOT purchase the card..it is NOT a prepaid card just a regular credit card with a mastercard logo. And then she asked me if there was money ON the card when I purchased it. She then told me I would have to talk with XXXX ( whatever that is ) at XXXX but would not transfer me so I had to call them. Guess what? THEY ONLY DEAL WITH PREPAID CARDS so that went nowhere. 
So I called XXXX and spoke to XXXX who really should find another line of work as his people skills suck. I worked for 50 yrs and most of that was in XXXX and at XXXX XXXX and if I ever talked wo a customer like he talked to me I would have been fired. He told me I was not eligible for the enrollment bonus because the man that took the information didnt do it right and XXXX had to re-enter my income and debt info so I dont get the bonus. IT IS NOT MY FAULT THE INFORMATION WAS NOT ENTERED CORRECTLYIT WASNT DONE BY ME. 
I told XXXX that I consider that false advertising and he said I was crazy and asked how I considered it such. Explained I was told I would receive it not once but 3 different times by 3 different people at US Bank and because THEY entered the information incorrectly I wasnt getting what I was promised. I consider that false advertising and told him close my account. As I stated in the beginning, I dont need another credit card and only agreed because I do my shopping at XXXX  and the XXXX bonus was nice. I also told him to make sure my account is marked CLOSED BY CONSUMER and he said why would he not do that. Explained Id seen it many times when it was listed as closed by the creditor instead. 
XXXX proceeded to tell me that he would have to read me a disclosure before he would close my account and I told him I wasnt listening to one more word and hung up on him. 
I then sent US Bank an email explaining the situation and wanting my account closed after I paid them which wasnt due until XX/XX/XXXX and got an automated type email response that they received it and would respond as soon as possible. The next day ( XXXX ) I got another email asking for my feedback regarding the 5 people I spoke with the day before which I did on the survey and it was basically what Im telling you now. 
Then on the XXXX I got another automated email saying they would close my account once it had a XXXX balance. ( I have all of these emails btw ) but they made NO mention of the XXXX enrollment bonus so I replied to that email that I found it interesting that they didnt mention it at all and just goes to show you what type of business they run. Then I got another email saying that they were in receipt of my email. 
Yesterday I got an email saying : We have referred your inquiry to the Office of the President to ensure that your concerns are answered appropriately. An Office of the President specialist will send a written response within 15 calendar days from the date of your email.

That sounds nice and all but if you really read it they are sending it to a specialist in that office that will respond.

I have already cut up the card but this is totally unacceptable behavior from a bank and I want to file this complaint.

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