Consumer complaint received 2026-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: U.S. BANCORP
State: NJ

Complaint narrative:
I am submitting a new complaint because U.S. Bank has failed to resolve an issue that resulted from repeated misinformation provided by its own representatives and has not provided any effective escalation channel to address the harm caused. 

I applied for a U.S. Bank XXXX XXXX XXXX XXXX XXXX and fully met the promotional requirement of spending {$5000.00} within XXXX months to earn XXXX bonus miles. 

However, during multiple phone calls with U.S. Bank representatives, I was repeatedly told that I would receive the bonus if I waitedfirst through XXXX and later into XXXX. At no point during these calls was I informed that I was allegedly ineligible due to a five-year policy restriction. 

Because I relied on these assurances, I waited for several months in good faith and made multiple follow-up calls instead of pursuing other remedies. 

XXXX XXXX XXXX XXXX XXXX Harm Caused to the Consumer The harm I experienced was caused entirely by U.S. Banks miscommunication, not by any failure on my part. I spent months waiting based on incorrect information provided by U.S. Bank employees.

I made repeated follow-up calls and incurred unnecessary time and effort.

I lost the opportunity to address this issue earlier because I was repeatedly told the bonus would post later. 
Customers should not be penalized for relying on information provided directly by a banks representatives. 

XXXX XXXX XXXX XXXX XXXX  Failure to Provide an Escalation Path After my initial CFPB complaint was closed, I attempted to contact U.S. Banks Executive Office directly to resolve this matter. The executive communications email address provided by U.S. Bank was undeliverable. The official executive contact webpage returned a 404 error.

U.S. Bank has effectively failed to provide any viable escalation channel for customers impacted by internal errors and miscommunication. 

XXXX XXXX XXXX XXXX XXXX Resolution Requested I am not requesting a policy exception. 
I am requesting a goodwill adjustment of the XXXX bonus miles to fairly address the harm caused by U.S. Banks repeated misinformation and lack of transparency. 
I respectfully request CFPBs assistance in ensuring that U.S. Bank provides a fair and reasonable resolution based on these circumstances. 

XXXX XXXX XXXX XXXX XXXX  Timeline of Calls and Communications XXXX. XX/XX/scrub>XXXX XXXX XXXX  I contacted U.S. Bank regarding the missing XXXX bonus miles. 
I spoke with a representative named XXXX. 
She reviewed my account but stated that she could not determine why the bonus miles had not been credited. 

She advised me to call XXXX to obtain more accurate information. 

XXXX. XX/XX/year> ( same day ) I called XXXX as instructed. 
The call connected me to the XXXX XXXX XXXX XXXX, where I spoke with XXXX, XXXX XXXX 
She informed me that this issue could only be resolved by U.S. Bank and advised me to contact U.S. Bank again. 

XXXX. XX/XX/year> ( later ) I contacted U.S. Bank again and spoke with a representative named XXXX. 
She told me that I should wait until XXXX for the bonus miles to post to my account. 

XXXX. XX/XX/year> After the bonus still did not appear, I contacted U.S. Bank again and spoke with XXXX. 

He advised me that I should expect the bonus miles to be credited around XXXX of the following year. 

XXXX. Early XX/XX/year> I received a letter from U.S. Bank stating that I was not eligible for the new account bonus because I had received a similar bonus within the past five years. 

This was the first time I was informed of this reason, despite multiple prior calls and assurances that the bonus would be credited. 

XXXX XXXX XXXX XXXXXX/XX/year> U.S. Bank provided a written response to my CFPB complaint, reiterating the policy explanation and denying the bonus. 

XXXX. After CFPB Case Closure I attempted to contact U.S. Banks Executive Office directly. 
The executive communications email address provided was undeliverable, and the official executive contact webpage returned a 404 error, leaving no effective escalation channel

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