The content mentioned in this article was shared by group member R—many thanks! If you have had a similar complaint experience, feel free to share it in the comments.

Background

Group member R applied for a US Bank checking promotion in May 2022 through a promo email and link. At the time, there was a $500 account opening bonus. However, after he completed the bonus requirements in June, he still did not receive the bonus.

Before this, I called six or seven times and waited almost a year without receiving the bonus. Each time, US Bank made up excuses to refuse to give the bonus

They always came up with excuses, such as saying I was not in the targeted audience for that promo, or I didn't meet spending requirement


In the end, he turned to the CFPB. After he submitted a complaint letter, US Bank quickly paid out the bonus.

Full complaint letter

I read through his complaint letter, and it was very well written. It is worth borrowing as a template. You can also use it as a framework and then have ChatGPT help you finish and polish it.

Subject: Complaint Regarding Failure to Receive Promotional Bonus

Dear Consumer Financial Protection Bureau (CFPB) Representative,

I hope this email finds you well. I am writing to file a formal complaint against US Bank regarding their failure to provide me with the promotional bonus promised in their email campaign. Despite meeting all the requirements specified in the promotional email, I have not received the 50,000 points as offered by US Bank

The first paragraph summarizes that I was denied the account opening bonus even though I completed all of the account-opening requirements.

To provide a comprehensive overview of the situation, I have attached the relevant documents for your reference. Attachment 1 contains the email I received from US Bank, which clearly outlines the terms and conditions of the promotion. Attachment 2 confirms that I opened my new account within the specified timeframe, well within the 30-day window.

The second paragraph explains the evidence in the attachments so CFPB staff can review it easily.

Moreover, Attachment 3 displays my US Bank transactions, demonstrating that I deposited an initial amount of $200 on 6/2/2022 and an additional $4,801 on 6/15/2022, both of which exceed the minimum deposit requirement of $5,000. Furthermore, I successfully completed more than 5 qualifying transactions on 6/16/2022, thereby satisfying all the eligibility criteria stated in the promotional offer.

The third paragraph explains how the bonus requirements were met, proving completion.

Despite my repeated attempts to contact US Bank, I have not received any satisfactory resolution to this issue. I have reached out to their customer service representatives multiple times, providing them with all the necessary documentation and explaining the situation, but to no avail. It has been over a year since I fulfilled all the requirements, and the bonus has still not been credited to my account.

The fourth paragraph explains that I contacted US Bank multiple times, but they did not resolve the issue.

I believe this failure to fulfill their promotional commitment is a violation of their terms and a breach of the agreement made between US 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 US Bank honors their promotional offer by promptly providing me with the promised 50,000 points.

This tells the CFPB that my issue falls within your jurisdiction.

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.

Further flatter the CFPB and invite them to step in and resolve this matter.

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.

Says they can contact me if more materials are needed.

Basic complaint-letter framework

If you want to file a complaint with the CFPB, you can refer to the framework below

  • Summarize what issue I encountered
  • Briefly describe how I met the bank's requirements, but the reward was not issued to me
  • Describe my communications with the bank (they failed or ignored me)
  • State that the matter falls under CFPB jurisdiction and add some flattery (you can copy the wording above)
  • State that they can contact me if they need any supporting materials

About the CFPB

CFPB stands for Consumer Financial Protection Bureau. It is a U.S. government agency that protects consumers' rights in financial matters. If you feel you were treated unfairly in your communications with a bank, or if the bank is failing to honor a commitment, you can file a complaint through the CFPB.
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