Consumer complaint received 2025-11-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: PA

Complaint narrative:
Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington XXXX DC XXXX Subject : Dispute Regarding Unfulfilled Promotional Credit by First National Bank of Pennsylvania Dear CFPB Representative, I am submitting this formal complaint regarding XXXX XXXX Bank XXXX XXXX failure to honor a promotional offer that I accepted and confirmed when opening a new account. Despite meeting all the stated requirements, the promised promotional credit has not been deposited into my account. 

The promotion was publicly advertised on a landing page and included a bonus code, which I entered during the account setup process. By making the code publicly accessible and allowing it to be used during enrollment, the bank effectively extended the offer to all eligible applicants. I met all the stated criteria, yet the bank has since denied the credit, claiming the offer was not transferable and intended only for recipients of a targeted mailing. 

At no point during the account opening process or within the promotional terms was it stated that the offer was restricted to specific individuals. The only eligibility limitation mentioned was geographicapplicants had to reside in PA, WV, OH, NC, SC, DC, VA, or MD. Furthermore, the final line of the promotions Terms & Conditions explicitly states that the offer is available both in-person at XXXX branches in those states and online at fnb-online.com, reinforcing that the promotion was open to the general public within the specified regions. 

On XX/XX/XXXX, I opened a new account and entered the promotional code XXXX. The promotion outlined a {$700.00} bonus, contingent upon the following : {$400.00} for making qualifying direct deposits totaling {$2500.00} between XX/XX/XXXX and XX/XX/XXXX, and completing XXXX customer-initiated debit transactions {$300.00} for maintaining a {$5000.00} balance during the same promotional period I fulfilled all of the promotional requirements within the specified timeframe. However, the bonus has not been issued. I contacted the bank multiple timesby phone on XX/XX/XXXX, and XXXX, and via email on XXXX XXXX received no satisfactory resolution. The banks only explanation was that the offer was part of a targeted mailing campaign. While I did receive the mailer, it was sent over XXXX months ago and I no longer have a copy. Regardless, this should be irrelevant, as the promotion was publicly listed on a landing page accessible to all eligible applicants. The banks attempt to retroactively impose restrictions that were not disclosed at the time of account opening is misleading and inconsistent with the terms presented. 

I believe this situation constitutes deceptive marketing and a failure to honor clearly advertised terms. Additionally, I believe it may violate Regulation XXXX ( Truth in Savings Act ), which requires financial institutions to provide clear and accurate disclosures about deposit account terms, including bonuses and promotional offers. The banks refusal to honor a publicly advertised promotionwithout disclosing restrictions at the time of account openingundermines consumer protections guaranteed under this regulation. 

I respectfully request that the CFPB investigate this matter and take appropriate action to ensure that First National Bank of Pennsylvania fulfills its promotional obligations. 

Thank you for your attention to this matter. 

Sincerely, Attached is a screenshot of the promotional offer being applied, the T & C of the promotion. 
In addition Statements of checking activity, as well as Savings quarterly statement showing a running balance of over {$5000.00} from XXXX to XX/XX/XXXX.

Company response to consumer: Closed with explanation