Consumer complaint received 2024-01-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Truist was running a promotion for starting a new business banking relationship with them. I visited the branch and inquired specifically about this promotion and how I could take advantage of these incentives. I repeated numerous times my interest in taking advantage of the incentives being offered and went as far as to have the branch manager answer questions I had about the fine print. 

On XX/XX/XXXX I deposited a large sum of money to take advantage of Incentive # XXXX to earn {$400.00}. 

I also agreed to apply for and open a Truist Business Credit Card, which required me to unfreeze my credit. I made an " eligible purchase '' ( which was one of the fine print items I had the branch manager speak to ) and that should have satisfied Incentive # XXXX to earn an additional {$300.00}. 

On XX/XX/XXXX I received an email from Truist stating I did not meet their qualifications and thus the reward ( XXXX ) would not be processed. I contacted the associate at the branch who was helping me and was told " I do remember you ... and your desire to receive the promotions we had available. My branch leader and I reviewed your accounts this morning and the qualifications for all of the rewards. In our review, it is not showing in your business checking account where you deposited the {$1500.00} into the business checking to qualify for the rewards. You would have had to utilize the business checking account by depositing the {$1500.00} in deposits and then within 60 days of business checking account opening, if you did the qualifying deposits into the business savings and qualifying business credit card requirements you could get the reward. '' As stated previously, and as noted in the email from the branch associate, I made it VERY CLEAR when opening these accounts that I was doing to to take advantage of the rewards being offered. Their only solution to all of this was an apology. 

I should point out that the deposit was processed IN THE BRANCH by the associate who was helping me- NOT done by myself online or elsewhere. It should have been their responsibility to deposit the funds appropriately. 

I'm not the type to normally do this, and I will say the associate and branch manager were both very pleasant during my visits with them, but I'm disappointed in how this was handled. Had I not been abundantly clear about what drew me to Truist ( the promotions ) in the first place, then I could share in the responsibility for this error. As it stands, however, I couldn't have been more clear and thus the funds should have been processed accordingly. 

I believe I am owed both the {$400.00} reward I would have received had the funds been deposited in the appropriate account as well as the {$300.00} reward for opening the business credit card and making an eligible purchase. To date I have received neither reward. 

All of my communications via email are saved and available to share, as well as all documentation received at the time of my in-person appointments.

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