Consumer complaint received 2022-10-24
Company: First Technology Federal Credit Union
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I am trying to get assistance and resolution for non payment of an account bonus with XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I submitted an application for a new checking account based on an offer XXXX XXXX was running for a {$300.00} bonus. The checking account needed to be opened using a promo code XXXX. During the application process, I received an error but the account was still opened per an email I received on XX/XX/XXXX. On XX/XX/XXXX, I called XXXX regarding a question had on a different promotion related to the share/savings account, but also inquired about the promo code for the new checking account. The rep I spoke with advised that she saw I was enrolled and that I just needed to fulfill the requirements for the checking account each month which were XXXX. To be enrolled in e-statements, XXXX. Have a monthly XXXX deposit of {$1000.00} or more, and XXXX. Have at least XXXX debit transactions that totaled more than {$500.00}. 

I proceeded to use my account and complete the activities necessary to qualify for the bonus. At the end of XX/XX/XXXX, I realized that I had still not received the bonus. I contacted XXXX XXXX on XX/XX/XXXX inquire about it. The rep I spoke with stated that she did not see the promo code added to my application or account, so she submitted case # XXXX to the marketing team to have it applied. She contacted me back the same day and advised the case had been approved, would be reviewed by their team to confirm the qualifications had been met, and that this process would take about XXXX weeks. 

After XXXX weeks had passed, the bonus was still not showing in my account. I contacted XXXX XXXX again on XX/XX/XXXX. The rep I spoke with stated the bonus was denied because I did not meet the qualifications. After we discussed the dates and transactions on my account, the rep reviewed my account with the help of her XXXX and submitted another case # XXXX. On XX/XX/XXXX, I received a return call from her stating that the marketing team had denied the case because they said I did not meet the qualification for the XXXX of XXXX, specifically the transaction total, however this is not correct. 

Based on my review of the account, My statement cycle in XXXX was from dates XXXX and when you look at my full transaction history, I have the required number of transactions, total debit card spend XXXX {$500.00} for said transactions as well as the necessary ACH deposits. The specific transaction that pushed my total debit card spend was made on XX/XX/XXXX, in the amount of {$520.00}. Per the rewards tracker portal that XXXX  XXXX  has, they are categorizing the transaction made on XX/XX/XXXX as part of the statement cycle dated XXXX, which is disqualifying the bonus. Page XXXX of my Full transactions statements file shows the transaction was dated XX/XX/XXXX. I have also included the rewards statements for dates XXXX & XXXX showing where the debit card totals are showing the incorrect sums.

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 monetary relief