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Complaint Details
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Initial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Jan 3, I opened a checking account with "Checking promotions: Open a Free Checking Account and Earn a $200 Cash Bonus". It requires $20 deposit, 30 transactions over $5, and sign up for e-statement. I've completed all, but didn't receive $200 bonus. I've contacted customer service. Representative ****** replied: "It looks like you haven't yet signed up for eStatements. You can do that in Online Banking: Menu -> Services -> eStatements. Also, I count only 24 debit transations." Neither is true. I signed up for e-statement, and made 33 transactions: 1: Mar 26, $5.75 2: Mar 24, $6.96 3: Mar 24, $9.18 4: Mar 22, $8.22 5: Mar 22, $9.65 6: Mar 22, $10.52 7: Mar 19, $6.59 8: Mar 19, $13.88 9: Mar 19, $13.5 10: Mar 19, $12.73 11: Mar 17, $7.4 12: Mar 16, $5.28 13: Mar 15, $5.01 14: Mar 14, $7.11 15: Mar 12, $10.15 16: Mar 12, $13.89 17: Mar 12, $8.08 18: Mar 12, $10.03 19: Mar 10, $5.72 20: Mar 9, $6.44 21: Mar 8, $9.51 22: Mar 8, $6.64 23: Mar 7, $10.29 24: Mar 5, $20.95 25: Mar 5, $20.95 26: Feb 24, $6.3 27: Feb 17, $7.5 28: Feb 12, $7.97 29: Feb 12, $6.7 30: Feb 5, $5.01 31: Feb 5, $5.19 32: Feb 5, $5.31 33: Feb 2, $5.35
Business response
04/14/2023
We appreciate your bringing this complaint to our attention. BMI Federal Credit Union offers multiple promotions at one time on a continual basis. All promotional disclosures detail the requirements needed for bonus payouts. The requirements may include e-statement enrollment, debit card transaction activity and usage timeframes, along with a promotion code. Each promotion code is associated with a specific product offering to a ensure proper and timely payout. As well as to measure the success of our marketing efforts by creating an awareness of credit union member ownership and its benefits.
At the time ****** ***** notified us of the missing promotional payout, all requirements had not yet been satisfied within the allotted timeframe. Because of this, no promotion was automatically generated. We can certainly understand the frustration when she was told there were two outstanding requirements when only one, the e-statement enrollment, was needed. Once this was done, BMI FCU registered her account to be credited and communicated that to her. We regret the complaint was submitted to BBB prior to having the opportunity to convey the solution.
Once registered, promotional payouts are scheduled to post on a periodic basis. Our records indicate the account was credited on April 7, 2023. We apologize for delayed BBB response since the resolution and the complaint had somewhat overlapped.
We take pride in our service reputation and in the products and services we offer and regret the experience as a new member. Although it is disappointing to receive a complaint such as this, we welcome the opportunity to examine our current practices in effort to ensure the highest levels of member service.
If any additional information is needed, please do not hesitate to contact us.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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