Consumer complaint received 2025-10-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: NY

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX Account number XXXX and the others. 

U.S. Bank National Association Attn : Customer Resolutions XXXX. XXXX XXXX XXXX XXXX, MN XXXX Subject : Formal Complaint False Advertising, Misrepresentation, Breach of Promotional Offer and False misleading information from the people who answer the phone when opening account the first XXXX phone calls. 

I am submitting this letter as a formal complaint against U.S. Bank for false advertising, misrepresentation, and failure to honor a published promotional offer related to the opening of new checking accounts, and misleading information from the people who answer the phone. 
I was repeatedly exposed to U.S. Banks promotional advertisements which stated that new checking customers who completed XXXX debit transactions and deposited {$25000.00} within approximately 60 days would receive a promotional cash bonus. Who didnt have a checking account within 12 months. 

Before and during opening accounts, I contacted U.S. Bank on numerous occasionsat least XXXX separate phone callsto confirm the terms of this offer. During each of these calls, multiple U.S. Bank representatives explicitly and consistently stated that the offer applied per tax ID and not per individual. I made it very clear that I have multiple entities with separate tax IDs and was assured this structure was fully eligible under the promotion, provided that each entity had not held a U.S. Bank account within the prior 12 months. 

Relying on those statementswhich constitute material representations made by U.S. Bank employeesI proceeded to open new checking accounts under and meeting the stated requirements of the promotion. 

When it came time for the promotional bonuses to be paid, I was informed by the representative that was per individual rather than per tax ID. This directly contradicts the repeated verbal assurances I received from U.S. Bank personnel during the application process. To compound the issue, I was later told that the bonus was denied due to having had a XXXX Credit card, even though a prior checking account had been closed for more than 12 months, again contradicting what I was told both verbally and in the offers fine print. 
I even recall one time when a the female voice representative mentioned the Bank has ( I think XXXX promo codes ) and she went over the proper promotion codes that needed to be used. 

I am demanding the following actions be taken immediately : 1. Honor and Payment of the full promotional bonus owed XXXX. A formal written explanation for why false and inconsistent information was provided by multiple U.S. Bank representatives. 
XXXX. A full internal investigation audit and release of the call recordings from my first XXXX interactions related to this promotion, which will clearly show the consistent misrepresentation. 
XXXX Review and release the many call recordings to the XXXXnvestigator or auditor to hear the mis-information from the representatives. 
XXXX. Written confirmation that corrective measures will be taken to prevent similar deceptive communications to other customers. 
XXXX. Investigate whether U.S. Banks advertising and staff training have misled other customers in similar circumstances. To prevent similar deceptive communications to other consumers.

If your agency assigns an auditor or investigator, will be happy to provide documentation including screenshots of the advertisements and more details and given you permission to hear the first XXXX recordings. I authorize the regulators to review the recorded calls. And, you welcome to try to open an account and see what the reps tell you. Unless, a NEW internal announcement circulated Bank employees or subcontractors to not say false information to the public.

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