A missing bonus is easiest to investigate when you can show the exact offer you accepted, the activity that posted, and the date the bank said it would assess or pay. Work from your records and the bank’s current terms; another customer’s experience is not proof of your eligibility.
1. Preserve the offer before you troubleshoot
Save the promotion URL or code, enrollment confirmation, account-opening date, and any terms shown when you applied. Offers can change for new applicants, while the terms attached to your enrollment control your case. Do not assume a current public headline replaces the terms you accepted.
Check whether the account is open and in good standing and whether the offer required a particular owner, product, or prior-account history. Your account agreement and offer confirmation are the controlling records.
2. Reconcile each requirement against posted activity
Make a private table with the requirement, the transaction that should satisfy it, the posted date, and the evidence you kept. Separate pending transactions from posted transactions. For bank offers, confirm the source and amount of each qualifying deposit, the number of deposits required, and the deadline that starts from the offer’s stated event.
Do not substitute a transfer, cash deposit, check, tax refund, or payment from another person simply because it looks similar. Definitions differ by promotion. Our requirements guide shows why the fee-waiver rule and bonus rule can be different.
3. Check the full payout window
Find the sentence in your terms that explains when the bank assesses the requirements and how long posting may take. Count from the event the terms name, such as the end of the qualification period—not from the day you expected the money. Keep the account open and follow the account agreement while you wait if the offer requires that at payout.
For example, the reviewed Capital One 360 Checking promotion describes a 75-day qualification period followed by processing that can take up to 60 days. That dated example is not a promise for another offer; read your own terms and confirm the current issuer page.
4. Ask the bank for a requirement-by-requirement review
Use the secure message center or the phone number on the back of your card or account statement. Ask which requirement is recorded as incomplete, the date the bank received each relevant deposit, and the expected posting date if everything is complete. Keep the case number and the representative’s response.
Share only what the bank requests through its secure channel. BonusField cannot see your account and cannot confirm or request a payout.
5. Escalate only after the bank has reviewed the record
If the bank says the requirements were met but the issue remains unresolved, ask for a written explanation and the next review path. Keep copies of the offer, posted transactions, and correspondence. The Consumer Financial Protection Bureau complaint process accepts complaints about checking and savings accounts and asks consumers to include concise facts and supporting documents. Use it only for your own account issue and review its privacy information before submitting.
Do not post routing numbers, account numbers, screenshots, or personal documents publicly. Corrections about this guide can be sent to hello@bonusfield.com; do not include financial account information.