Consumer complaint received 2021-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: CA

Complaint narrative:
XX/XX/2021 ONLINE COMPLAINT From : XXXX XXXX & XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, CA XXXX ( XXXX ) To : Consumer Financial Protection Bureau ( Online Complaint ) Reference : Union Bank A/C No. XXXX XXXX XXXX ; Refusal to Pay {$300.00} Bonus Legitimately Earned Dear Sir or Madam, This is a sad story about how a reputable bank made our life miserable and put us through a rigorous process involving opening an account, login, ACH link, and then being denied the {$300.00} bonus. We followed and met all the requirements to no avail. Here is a brief summary : 1 ) In response to a personal invitation ( XXXX ) involving a {$300.00} bonus ( copy attached ), we opened a checking account on XX/XX/2021 in UBs XXXX, CA branch. Prior to opening, we made sure that by making 3 direct pension deposits we will get the subject bonus. Then, we had perpetual problems. Could not go online. It took several days to log in. To get help was very time consuming involving long hold on the telephone, etc. Even to this date, Union Banks ( UBs ) log-in screen indicates that three telephone numbers are missing. I mentioned this to Ms. XXXX XXXX of XXXX, CA office. She informed me that she is able to see all three telephone numbers. For the last five months, Union Bank has made my life miserable. 

Then, I had problems establishing ACH links with other banks. Further, ACH link verification took more time and more telephone calls. Finally, ACH transfers took more than one day. Most other US Banks I deal with ; money is transferred the next working day. So much for the customer service. In spite of all these stumbling blocks, we tolerated shortcomings and moved on. 

Now, UB has denied our hard-earned bonus of {$300.00}. In a telephonic discussion on XX/XX/2021, XXXX XXXX tried to redefine or change the rules of eligibility. The offer clearly requires, three direct deposits of {$500.00} or more. She tried to interject other terms, such as, independent direct deposits, etc.. This is a clear case of deception and unethical behavior that borders on criminal acts. I asked her if the 90-day limit could be a problem? She essentially said, NO. ( see below ). 

I will submit two pieces of evidence : EV-1 : I ask CFPB to get a statement under oath from XXXX XXXX , Universal Banker who helped open the account. I told him my concern that the first deposit most likely will not come through on XX/XX/2021. He stated that it will be ok. Either Mr. XXXX  was not capable of counting numbers, or he just wanted this account in the hope of getting credit for opening the a/c. Either way, we are not at fault. 

EV-2 : I ask CFPB to get a record/transcript of my XXXX XXXX, 2021 conversation with XXXX XXXX who clearly stated XXXX we will not penalize for that ( referring to 90-day limit ). This could be easily verified. 

It should be noted I contacted UBs Presidents office via email ( copy attached ). No reply was received as of this date. Instead, I got two calls on my cell phone ( not my primary contact that was provided in each communication ) from XXXX and XXXX. When I returned their calls, I was faced with several confusing prompts. So, after several minutes, I gave up. I have never seen such despicable customer service. 

By a copy of this letter to UB ( Ms. XXXX XXXX, Director ) and XXXX XXXX I am asking to produce EV-1 and EV-2 and forward to CFPB, ASAP. Thank you for your time. 

Sincerely yours, XXXX XXXX ( Primary ) XXXX XXXX XXXX ( Co-owner and writer ) Attachments : Log-in Computer Screen Photo + Personal Invitation Photo + Letter Dated XX/XX/2021 Home ( primary ) : XXXX Copies : XXXX XXXX XXXX ( XXXX ) + 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