Consumer complaint received 2022-09-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: U.S. BANCORP
State: OR

Complaint narrative:
On XX/XX/XXXX I opened a new US Bank Checking Account based on a bonus that they were offering on their website. They offered a {$500.00} new account sign-up bonus based on the following terms : - Enter the promo code XXXX when applying - Account must be opened by XX/XX/XXXX of this year - Total {$5000.00} or more in direct deposits within 60 days of account opening - You must enroll in online banking or the U.S. Bank Mobile App within 60 days of account opening The offer is not for existing U.S. Bank consumer checking accountholders, or had a U.S. Bank consumer checking account in the last two years. 

I completed all the requirements, fully and in a timely manner but I had not received my bonus after 90 days. I had then spoken with multiple US Bank representatives and they all confirmed with me that I had completed the requirements needed to receive the bonus and will process my request with the back office. Here are the details of those representatives : -XXXX XXXXXX/XX/XXXX XXXX PST XXXX confirmed that I should have received the promotion and will submit a request to the back office to get that processed. Said I should hear back within 1-2 business days. 

- XXXX XX/XX/XXXX XXXX PST I followed up because I haven't heard back and XXXX XXXX the same details that I should have received the promotion, but didn't see that a request was filed so she went ahead and submitted that again. 

- XXXX XX/XX/XXXX XXXX PST - I followed up again and she also confirmed that all requirements are met, but to wait XXXX more weeks - XXXX XX/XX/XXXX XXXX PST - I followed up XXXX more time and after reviewing my employer information, XXXX once again confirmed that I fulfilled my promotion requirements and said that I should have received the bonus by XX/XX/XXXX, and that he has made a case for this to be investigated. 

After all thosecalls and numerous follow ups, I finally received a callback on XX/XX/XXXX at XXXX from a USBank Representative named XXXX XXXX only for him to leave a voicemail stating that I would not receive the sign-up bonus because the code was " not intended '' for me. 

Here is why I have an issue with that remark : 1 ) I applied from the US bank website directly where this offer was advertised, not on a third party website.

2 ) I did not receive any sort of error message or a " not applicable '' when I first entered the code with my name and address in the application.

3 ) After my account was fully established, the US Bank teller that I had gone to in order to activate my debit card also confirmed that the promo code was applied and valid for my account. ( Date of visit XX/XX/XXXX ) 4 ) In addition to the bank teller at the local US bank, all 4 Online US bank representatives mentioned above stated that I had successfully completed the requirements to receive the bonus after reviewing my full account details.

5 ) I had never receivedany email at any point stating that my code was " not intended for me '' or any sort of email claiming that I did not qualify.

For them to tell me that my code was notmeant for me after opening an account with them, paying their monthly account fees for the past 6 months ( only reimbursed as long as I maintain their minimum ) & calling numerous times and hearing otherwise from everyone else that works there is disappointing and very upsetting as I would not have taken the time to open a new account, provide my confidentialinformation and deposit my money with them if I knew I wasn't going to receive any incentive in the first place.

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