Consumer complaint received 2026-07-07 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: CA

Complaint narrative:
Complaint against : U.S. Bank National Association Product : Checking account ( U.S. Bank Smartly Checking ) Issue : Opening, closing, or managing account - Deposits and withdrawals/ Problem with a purchase or bonus offer COMPLAINT NARRATIVE : On XX/XX/XXXX, I was approved as a new U.S. Bank customer for a XXXX XXXX account under a promotional offer of {$500.00}. At the time, I was an employee of XXXXXXXX XXXX XXXX XXXX XXXX XXXX ), not U.S. Bank. I reviewed the promotional disclosure, which stated : " Current U.S. Bank employees are not eligible. '' I was not a current U.S. Bank employee at the time of application or account approval. I completed all requirements stated in the disclosure to qualify for the {$500.00} bonus. Between XX/XX/XXXX and XX/XX/XXXX, I proactively confirmed my eligibility for the promotion with U.S. Bank on XXXX separate occasions via recorded customer service phone lines, and once in person at the XXXX XXXXXXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX, CA XXXX ). On all three occasions, I was told that any future-employment scenario had no bearing on my eligibility, since I was not a current U.S. Bank employee at the time of the offer. From XX/XX/XXXX through XX/XX/XXXX ( approximately XXXX months ), I contacted U.S. Bank customer service repeatedly regarding the missing promotional credit. On XXXX occasions I was told a request for the credit had been submitted and my account would be adjusted within 10 days. On XXXX occasions I was told a representative would call me back within XXXX hours ; I never received either callback. On XXXX separate occasions I was told to continue waiting, with no explanation given for the delay. On XX/XX/XXXX, a U.S. Bank representative informed me verbally that I was not eligible for the bonus because I would become a U.S. Bank employee " sometime in the future, '' referring to U.S. Bank 's regulatory approval to acquire XXXX XXXXXXXX XXXX, which did not occur until XX/XX/XXXX - more than a year after my account was approved and funded, and roughly XXXX months after this denial was first communicated to me verbally. I requested this denial in writing at that time. U.S. Bank refused to provide any written explanation or documentation. In a subsequent conversation with U.S. Bank, I was informed that my account records were no longer in the bank 's system, described to me as having been deleted after XXXX years. I have since received an official written denial letter from U.S. Bank. This letter repeats the same future-employment reasoning described above : that I am ineligible for the promotional bonus because I later became a U.S. Bank employee as a result of the XXXX XXXX XXXX XXXXXXXX XXXX Notably, U.S. Bank was able to locate my account and promotional offer details to produce this written denial, which is inconsistent with the earlier statement that my account records had been deleted from their system. WHY I BELIEVE THIS IS A PROBLEM : XXXX. The promotional terms I was given and agreed to excluded only " current '' U.S. Bank employees- a status that did not apply to me at account opening and would not apply to me for more than a year afterward. U.S. Bank 's own written denial confirms they are disqualifying me based on a future employment status resulting entirely from the bank 's own corporate acquisition, not from anything true about my status at the time of the offer. XXXX. U.S. Bank representatives affirmatively confirmed my eligibility to me XXXX times, including twice on recorded lines, shortly after account opening. I relied on these confirmations in good faith. XXXX. U.S. Bank strung out this dispute for approximately XXXX months with repeated, unfulfilled promises of resolution and callbacks that never occurred, before verbally denying the bonus, and then refusing a written explanation for nearly a year afterward. XXXX. U.S. Bank 's claim that my account records were deleted is inconsistent with its subsequent ability to produce a detailed written denial referencing the same account and offer. I have documentation of this timeline, including the written denial letter, and am prepared to provide additional detail as needed.

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