Consumer complaint received 2025-07-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: U.S. BANCORP
State: NJ

Complaint narrative:
Re : U.S. Bank - Sensitive Complaint Ref # XXXX I am filing a complaint about U.S. Banks refusal of promotion offer payment in the amount of {$450.00} to my personal checking account, according to U.S. Banks online promotion offer.

1 ) In response to the U.S. Banks own website promotion offer which is valid through XX/XX/2025, I opened a consumer checking account called Smartly Checking Account ending with XXXX on XX/XX/2025, with the expectation of {$450.00} bonus payment from the bank to my checking account if certain requirements are met. 

2 ) The terms and conditions of the offer listed below are quoted directly from U.S. Banks website, of which I have saved a PDF copy and is submitted as an attachment of this complaint : U.S.Bank Smartly Checking bonus : To be eligible, you or any owner ( s ) on your new Bank Smartly Checking account can not have an existing U.S.Bank consumer checking account, had a U.S.Bank consumer checking account in the last 12 months or received other U.S.Bank consumer checking bonus offers within the past 12months. To receive the bonus, you must open a new U.S. Bank Smartly Checking account with a minimum deposit of {$25.00} either online through the promotional offer web page, in a branch or over the phone from XX/XX/2025 through and including XX/XX/2025. Your promotional offer will be automatically applied if you open your account through the promotional offer web page, or if opening in a branch or via telephone, must be activated by your banker at account opening. Additionally, you must enroll in the U.S.Bank Mobile App or onlinebanking within 90 days of opening your account. You must also complete two or more direct deposits within 90 days of opening your account that total : {$2000.00} to {$4900.00} to earn the {$250.00} bonus, {$5000.00} to {$7900.00} to earn the {$350.00} bonus, or {$8000.00} or more to earn the {$450.00} bonus. A direct deposit is an electronic deposit of your paycheck made through the Automated Clearing House ( ACH ) network or an electronic deposit of your government benefits, such as Social Security, from your employer or the government. Other electronic deposits or person-to-person payments are not considered a direct deposit. 

XXXX ) I believe I am eligible for this promotion offer, as I did not have a U.S bank consumer checking account in the last 12 months or received other U.S. Bank consumer checking bonus within the past 12 months when I opened the account on XX/XX/2025. I have also met all the promotion offer requirements, including {$25.00} opening deposit, enrollment of online banking and two direct deposits totaling more than {$8000.00} from my employer within 90 days of account opening. I expected U.S. Bank to make a {$450.00} payment to my checking account by the end of XXXX XXXX XXXXccording to the offer terms. As of XX/XX/2025 I have not received such payment, after numerous phone calls to the customer service representatives and their supervisors. 

4 ) U.S. Banks customer service representatives claimed that even I met all the bonus requirements, but I am not qualified for the payment because I received a bonus offer from my business checking account in the last 12 months, which should have no impact whatsoever to the current promotion, as it was clearly stated in their terms and conditions that the clause only applies to receiving consumer checking bonus offer.

5 ) I repeatedly told the U.S. Bank customer service representatives that I would like to provide the XXXX copy of the promotion offer that I saved from the U.S. bank website when I opened the account as the supporting document, but I was always told that they had no way to receive any documents from me. During a phone call on XX/XX/2025, a supervisor at U.S. Banks customer service department told me that she opened a Sensitive Complaint with reference # XXXX regarding this issue, and promised someone from US Bank would contact me shortly. On XX/XX/2025 I made another call to follow up as I didnt receive any phone call or email communication from U.S Bank , and yet another supervisor told me that she escalated the case and someone from the Sensitive Complaint department would contact me shortly. As of XX/XX/2025, XXXX month after the Sensitive Complaint, I have not heard anything from U.S. Bank.

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 monetary relief