Consumer complaint received 2024-09-12 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: GA

Complaint narrative:
I opened a US Bank Smartly Checking Account on XX/XX/XXXX with promotional code XXXX applied. 

The terms are as follows : Get {$400.00} if you complete XXXX or more direct deposits totaling {$5000.00} or more within 90 days of account opening. 
Bonus offer is available starting XX/XX/XXXX. 
Bonus offer ends on XXXX XXXX, XXXX. 
Bonus Details : A minimum opening deposit of {$25.00} is required. 
Complete these steps within 90 days of opening your new XXXX checking account in a branch, online or over the phone : Enroll in online banking or the U.S. Bank XXXX XXXX. 
Complete XXXX or more direct deposits. 
Bonus will be credited to your new checking account within 60 days of direct deposit verification and verification of enrollment in online banking or the U.S. Bank XXXX XXXX as long as your account is open and has a positive balance. 
To have the promo code automatically entered for you in the application process, use the link above. If you apply for your checking account on another page, you'll need to enter the promo code manually. 
Offer is not valid if you or any signer on the account has an existing XXXX Bank consumer checking account, had a U.S. Bank consumer checking account in the last XXXX years, or received other U.S. Bank bonus offers within the past XXXX years. 

I opened the account with the {$25.00} required deposit. 
I enrolled in online banking the same day. 
I have not had a US Bank account in the past XXXX years and I have never received a US Bank bonus. 
I received employer direct deposits totaling {$5000.00} or more on XX/XX/XXXX ( within the XXXX requirement ) I first called after meeting the criteria on XX/XX/XXXX to inquire when I would receive the bonus. I was told it would post within XXXX weeks from XX/XX/XXXX. After XXXX weeks passed and I still hadn't received the bonus, I called again. I was told to wait several more weeks. 
I spoke with multiple representatives since XX/XX/XXXX inquiring when I would receive the bonus and received different information regarding the date the bonus would be paid. All representatives confirmed I met the eligibility and would receive the bonus. After XXXX days had passed since my meeting the eligibility on XX/XX/XXXX, I called US Bank again on XX/XX/XXXX to inquire why I still hadn't received the {$400.00}. I spoke with XXXX who also confirmed I am eligible. He escalated my issue to XXXX XXXX ( XXXX, XXXX ). XXXX called me the same day and stated that I was not eligible and there was nothing they could do. Due to the inconsistencies, lack of customer service, and failure to honor the promotion, I called on XXXX to close my account. I have met the eligibility per the terms and request US Bank honor the terms and issue the {$400.00} I am owed in the form of a check, prepaid XXXX XXXX or XXXX, or to my XXXX.

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