Consumer complaint received 2025-07-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: First Technology Federal Credit Union
State: AR

Complaint narrative:
XX/XX/XXXX at approximately XXXXXXXX XXXX I reached out via phone to First Tech CU to inquire about the delayed bonus, I spoke to XXXX. XXXX continually attempted to state that certain terms were not met, multiple times referring to terms that were not even related to the {$300.00} Bonus Offer but instead debit card transactions and interest earned on the account neither of which I was inquiring about. We reviewed the accounts transaction history and by the end of the call XXXX, as well as her supervisor XXXX, agreed that I met the terms of the {$300.00} Bonus Offer. XXXX submitted a ticket to the back office to have the bonus paid accordingly, XXXX ID is XXXX. XXXX then stated I would receive a call back in 24-48 hours. This did not happen. 

XX/XX/XXXX at approximately XXXXXXXX XXXX  After not receiving the promised call back I called again and spoke to XXXX. I provided XXXX with Case ID XXXX. I was then told that Case ID had been closed but I was not given a reason as to why I was not contacted. A new case was created bearing Case ID XXXX. I was again told Id be contacted. 

XX/XX/XXXX at approximately XXXXXXXX XXXX I received a message in the Secure Message Center ( attached with complaint ) stating that information from the back office was received, and my direct deposits from XXXX  do not qualify for the promotion as the direct deposits must be from an employers payroll per the disclosures. The ACH deposits from XXXX  appear to be an ACH deposit from another financial institution. The message goes on to say, We show on XX/XX/XXXX the ACH Deposit by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for {$1900.00} did qualify as its a salary/payroll direct deposit. As well as, in relevant part, If this direct deposit from XXXX is from your employer please provide a paystub for the deposits so we can provide it to our back office to confirm that these deposits did indeed originate from your employer. At the end of the message I am told I can reply directly to the message, however I could not because First Tech disabled to ability for me to respond directly, so I had to call again. 

XX/XX/XXXX at approximately XXXXXXXX XXXX  I called again and spoke to XXXX. In short, XXXX provided her email address so that I could forward the pay stubs to her and she would apply them to Case ID XXXX. I indicated that I would gather everything either the following day ( Thursday ) or that weekend, and send them to her. 

XX/XX/XXXX at approximately XXXXXXXX XXXX  I forwarded each paystub ( XXXX total ) related to my direct deposits. I also included the deposit First Tech already stated qualified in the secure message. 
XX/XX/XXXX at approximately XXXX XXXX After not receiving confirmation, my email was received, nor being called back as previously stated, I called to speak to XXXX. The agent who got the call indicated that XXXX was in his department, they were colleagues, and he would ensure that email was sent over that evening. This did not happen. 

XX/XX/XXXX at approximately XXXXXXXX XXXX I called First Tech and immediately requested a supervisor. The agent stated they required information as to the request to get a supervisor on the phone. I provided the information. I was later transferred to a supervisor named XXXX who stated his job title is Sales Service Manager. Over the course of 56 minutes, I received nothing more than a constant repeat of those are transfers and they were never eligible. XXXX  repeatedly contradicted himself and refused to provide any clarification on which specific item in the Terms and Conditions was not met. I was told at one point that the paystubs I provided ( as previously requested ) did not specifically state the deposit was made to First Tech, or show an account number, and that I did not use their Direct Deposit form and for these reasons I was not eligible for the bonus. When I asked where I could find this information in the T & C, he refused to provide me with this information. I pointed out that the paystub which was previously quoted as having qualified did not reflect a payroll transaction was made directly to First Tech CU or my account number with them. I also stated that I did not utilize the direct deposit form to set that deposit up, and I would like to know why this deposit qualified, and the others did not. XXXX again refused to answer me. Instead, the banker changed his mind and decided that none of my deposits or pay stubs qualified yet refused to elaborate as to why. I also inquired as to why I was asked to provide pay stubs for verification if the transactions were never eligible. XXXX responded by saying something to the effect of because they were trying to do everything for me that they could which is a lie. If something does not qualify, then it does not qualify. How can something thats deemed as never eligible require further verification, only to be provided and now its again never eligible. Additionally, I asked for clarification regarding the transaction details. All my direct deposits state, ACH Deposit and my transfers reflect ACH Debit & Transfer, so if its already been deemed that a single direct deposit qualified then what makes the remaining direct deposits disqualified if theyre all identical? Again, I was refused any clarification. The only elaboration I received was regarding the payment originating from a provider called XXXX, which XXXX repeated was a transfer, which is an opinion and not a fact. 
Throughout the course of our conversation, XXXX remained diligent in saying that my deposits did not qualify for the promotion but never could articulate specifics terms that were violated. At the end I was transferred back to a call agent named XXXX who initiated further conversation about the deposits. Again, she initiated the conversation further, but when I told her the same things I was telling XXXX she bluntly stated she was not going to point me to a specific term or condition that was violated instead stated that she was going to disconnect from the call because she was not going to endure what XXXX had just endured. She then disconnected the call after 55 minutes and 7 seconds. 

In Closing First Tech CU has been given multiple chances to right their wrong. They refuse to do so. I have repeatedly been told things that have not occurred. From a call back following the first case submission that never occurred, to a simple email response indicating that my documents were received. This has happened repeatedly, in my opinion, in hopes that I will not pursue my bonus earnings further so they would not have to not pay out. With this complaint I have included the T & Cs from the offer, Paystubs, Email Confirmations, the Secure Message, and monthly statements.

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