Consumer complaint received 2026-05-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Confusing or missing disclosures
Company: FIRST INTERSTATE BANCSYSTEM, INC.
State: WA

Complaint narrative:
On XX/XX/XXXX, I opened a checking account and savings account with First Interstate Bank at the XXXX XXXX XXXX XXXX. First Interstate Bank had a promotion going at the time that gave a {$300.00} bonus for each checking and savings account opened with the promo code XXXX. Per the advertisements one had to set up and receive three electronic deposits of {$500.00} or more each within 90 days of account opening for the checking bonus and for the savings bonus one had to deposit {$10000.00} within 30 days of account opening and maintain the balance for 90 consecutive days. Per the ads once one met the requirement for a promotion First Interstate Bank was to deposit the {$300.00} bonus within 45 days. I received the checking account bonus without issue on XXXX XXXX XXXX I had deposited {$10000.00} the day I set up my accounts to be sure that the savings terms were met. It was my and the bank 's employee understanding that I needed to only leave the {$10000.00} in savings for 90 days from the date it was deposited as their promotional materials stated. When the time came for the savings account bonus, I did not receive the bonus within the 45 days after the 90th day, XXXX XXXX XXXX XXXX XXXX I emailed the banker that worked with me to set up the accounts. I sent her the promotional materials to her pointing out that I had met the terms to receive the {$300.00} savings bonus. I spoke with her on the phone and she agreed that I had met the terms and was confused why I did not receive it. She reached out to a banker support specialist via email the same day who stated that the qualification period ended on XXXX XXXX, 120 days after deposit, not XXXX XXXX XXXX, 90 days after the deposit. The support person claimed there was a 30-day waiting period from the time the account was opened. The support person told the banker that I pulled the {$9800.00} from the bank account on XXXX XXXX That would have been 92 days after the deposit. Important to note my fianc opened an account on the XXXX XXXX XXXX and on XXXX XXXX XXXX, she deposited {$10000.00} into her new savings account. She pulled {$9800.00} on XXXX XXXX XXXX, 102 days after the account opening which does not follow what the support person claimed to be a 30-day waiting period however she received her bonus. On XXXX XXXX XXXX, I followed up with the banker I had been working with since the beginning asking if she had made any progress towards a resolution. On XXXX XXXX XXXX I emailed the banker again after I had not heard back as when we talked on the phone on XXXX XXXX XXXX she was going to talk to her " big boss '' and get back to me. The banker replied via email to me letting me know she had communicated with her regional manager and the regional manager stated there was nothing that could be done. I responded the same day asking what he specifically stated and questioned the reason why my fianc received the bonus, but I did not due to the " 30 day waiting period '' the support person previously reasoned. The banker told me that the conversation didn't even get that far via email. On XXXX XXXX XXXX the same day, I requested from the banker the disclosures relating to the bonus offer and the disclosures relating to my fianc 's offer. The disclosures were confirmed to be the same regardless of individual. In the disclosure it states that the previously referenced " waiting period '' started on the XXXX day after the account opening. Prior to this there had been no mention of a " 30 day waiting period '' and upon reviewing the Truth in Savings Disclosure that was provided to me at the time of account opening the Bonus section was left blank. This proves that the terms of the bonus were not properly disclosed to me and that I was following the promotional material that was provided to the public. On I believe, XXXX XXXX XXXX, I went to the First Interstate Bank on XXXX XXXX XXXX XXXX. I met with the Branch Manager. We spoke for about 15 minutes in her office. At that time, she agreed with me that I had met the requirements, {$10000.00} deposited and held for 90 days. She pulled up the training materials provided to employees by the bank relating to this specific promotion which made no mention of a 30-day waiting period. In fact, she was unaware of a 30-day waiting period and explained that they've had all kinds of issues with this promotion. She told me at that time that she was going to contact her regional manager. On XXXX XXXX I received a voicemail from the branch manager stating she had answers for me. On XXXX XXXX XXXX, I emailed the branch manager requesting ad campaigns for the savings bonus and the training materials she had shown me the other day. At this time, I explained to her that my Truth in Savings Disclosure did not show any information relating to the bonus. I communicated to her that the bank failed to follow state and federal laws clearly showing the bank was at fault and was liable for lack of disclosure. I again requested the {$300.00} bonus be paid immediately. I provided the Truth in Savings Disclosure that was provided to me at account opening which did not reflect a bonus. The same day she emailed me back the Truth in Savings for the Welcome Bonus was told that she was contacting the marketing department to request the original marketing materials and provide them as soon as available. On XXXX XXXX XXXX the branch manager told me she had relayed my message and would keep me posted with any updates and sent the marketing materials. I didn't hear anything further and after waiting about a week I stopped into the XXXX XXXX branch on XXXX XXXX XXXX, and found out the branch manager was on vacation. I told the teller at the teller desk my name, explained that I was waiting on a follow up from the branch manager. She then contacted the branch manager 's boss to let him know I had stopped in for a follow up. I heard nothing again after a week. On XXXX XXXX XXXX, I sent a follow up email to the branch manager following up about the bonus asking about updates from her leadership team. On XXXX XXXX XXXX, I received a response from the branch manager stating that her leadership confirmed they were not able to move forward with approving the bonus due to the disclosure given at the time of my account opening. The same day I asked the branch manager via email if the bank was a state-chartered bank or a national bank. She replied the same day informing me that it was a Montana state-chartered bank. On XXXX XXXX I emailed the branch manager informing her that I would be filing complaints with the CFPB, the FDIC, and the Montana Division of Banking and Financial Institutions for improper disclosure of the bonus terms. I reiterated that the bank 's training materials for its employees to communicate with customers made no mention of the waiting period and that herself and the banker I worked with opening my accounts confirmed I followed the terms of the promotional materials stating only deposit {$10000.00} and keeping it in the bank for 90 days. I reiterated that neither her nor the banker who opened the accounts for me were unaware of the waiting period until further discussion with leadership teams. I offered a deadline of XXXX XXXX XXXX, for the bank to do the right thing and pay the bonus before I would be filing complaints not out of threat or ransom but as a direct communication to the bank in the dispute resolution process.

Company response to consumer: Closed with monetary relief