Consumer complaint received 2024-04-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: U.S. BANCORP
State: GA

Complaint narrative:
Complaint Regarding Failure to Receive Promotional Bonus Dear Customer Financial Protection Bureau ( CFPB ) Representative, I hope this email finds you well. I am writing to file a formal complaint against U.S. Bank regarding their failure to provide me with the promotional bonus promised in their website campaign. Despite meeting all the requirements specified in the promotional campaign, I have not received the XXXX XXXX as offered by U.S. Bank. 

To provide a comprehensive overview of the situation, I have attached the relevant documents for your reference. Page 1-2 in the pdf contains screenshots of the campaign in XX/XX/XXXX from U.S. Bank XXXX which clearly outlines the terms and conditions of the promotion. Page XXXX includes my account balance detail confirming that met the requirement for promotional bonus. 

Moreover, page 3 displays my U.S. Bank transactions, demonstrating that I deposited an initial amount of {$25.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. In total 4 direct deposit of {$10000.00} within 90 days, thereby satisfying all the eligibility criteria stated in the promotional offer of " deposit {$10000.00} or more within 90 days ''. Needless to say I already enrolled in both online mobile banking at that time. 

Despite my repeated attempts to contact U.S. Bank, I have not received any satisfactory resolution to this issue. I first reached out in XX/XX/XXXXXXXX  and the customer representative confirmed my completeness of the promo requirement, but asked me to wait until the 90 days period to end to receive the bonus. After 90 days, I called again and was told there is another 60 days validation period. Lastly, I called the third time after these 60 days, and was told I did not met the requirements, which is obviously a conflict of what I have been told at the beginning. 

I believe this failure to fulfill their promotional commitment is a violation of their terms and a breach of the agreement made between U.S. Bank and its customers. Such practices erode consumer trust and undermine the credibility of financial institutions. Therefore, I kindly request your intervention in resolving this matter and ensuring that U.S. Bank honors their promotional offer by promptly providing me with the promised {$600.00}. 

I trust that the CFPB, as the governing body overseeing fair and responsible banking practices, will thoroughly investigate this complaint and take appropriate action against U.S. Bank if necessary. I would greatly appreciate your assistance in resolving this matter and ensuring that my rights as a consumer are protected. 

Thank you for your attention to this matter. I look forward to a prompt resolution and a favorable outcome. Please do not hesitate to contact me if you require any additional information or documentation.

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