Consumer complaint received 2024-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: U.S. BANCORP
State: AZ

Complaint narrative:
This is a complaint against US Bank ( routing number XXXX ) regarding online account number XXXX in XXXX, Arizona. 

Supporting Information : A. I have tried to contact US Bank and it is virtually impossible to get someone to talk to because of their VRU ( Voice Response Unit ) and even when you do, the representative hangs up on you after 15 minutes of discussion after wasting much of my valuable time. The call was XXXX minutes in length on XX/XX/XXXX beginning at XXXX XXXX  MST to phone number XXXX. 

B. US Bank also does not have a secure message facility so the only way to communicate is via a voice call which is difficult when the US Bank representative hangs-up after many minutes of discussion without offering any help whatsoever. 

C. The only other way is to visit a US Bank brick and mortar location miles away which is difficult for me because I XXXX  XXXX XXXX XXXX XXXX XXXX, ergo, this is the reason I opened the account online in the first place. 

D. I opened the above account on XX/XX/XXXX. I am due a bonus of {$500.00} for opening the Smartly Checking Account and meeting all the requirements listed below. The numbered paragraphs are the requirements to receive the bonus incentive : 1. You must not have a current consumer checking account or a consumer checking account in the past XXXX years and you must be the owner on the new checking account. 

I am the only owner of this account and I have never had a US Bank consumer checking account or received any kind of prior bonus from US Bank at any time. 

2. You must use the promo code when opening the checking account. 

I did use the promo code XXXX when I opened the account in XXXX. 

3. You must deposit a minimum of {$25.00} when opening the Account. 

I did deposit {$25.00} when I opened the account online see attachment 1 US Bank transaction list.

4. Additionally, you must enroll in the U.S. Bank Mobile App or online banking within XXXX days of opening your account. 

I created an online account immediately after opening the account in XX/XX/XXXX and have been actively using Online Banking since XXXX, XXXX. 




5. You must also complete XXXX or more direct deposits within 90 days of opening your account that total : {$5000.00} to {$9900.00} to earn the {$300.00} bonus or {$10000.00} or more to earn the {$500.00} bonus. 

Between XX/XX/XXXX and XX/XX/XXXX I made XXXX qualifying deposits from ( XXXX ) XXXX XXXX XXXX XXXX XXXX, ( XXXX ) via benefits ( other XXXX XXXXXXXX XXXX ) and ( XXXX ) federal benefit credit XXXX XXXXXXXX XXXXXXXX ). these deposit totaled {$10000.00} which qualifies me for the {$500.00} cash bonus. 

6. Your checking bonus ( " adjusted interest " ) will be credited to your new checking account within 60 days following the end of the calendar month during which you completed all of the offer requirements All requirements for the {$500.00} cash bonus were met by XX/XX/XXXX and the end of that month is XX/XX/XXXX and the XXXX days from XX/XX/XXXX 60 days expired on XX/XX/XXXX. Today is XX/XX/XXXX so US Bank is delinquent in paying me my {$500.00} cash bonus promised. 

7. Account must be open and have a positive balance to receive the bonus.

As of this date, the account is open and in good standing with a current balance of {$15000.00}.

8. This offer may not be combined with any other Checking account bonus offers.

This bonus offer is not being combined with any other bonus offer. 

In conclusion, I have met all requirements for the cash bonus payment to my smartly checking account and US Bank has not yet paid me my bonus. Banks should not offer incentive bonuses and then renege on the payment of said bonus. 

Respectfully submitted, XXXX XXXX XXXX XXXX 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