Business ProfileforAcorns Grow Inc

BBB files indicate that this business has a pattern of complaints. Specifically, consumers allege in their complaints to BBB that the business is not allowing them to liquidate their accounts within a timely manner. Consumers have also stated they are still being charged for services even when they are no longer enrolled in the program. The promotions being advertised to consumers are not being funded as promised, such as getting a certain number of people to join and not being paid for them completing sign up as promised. These consumers advise that the criteria for them to be paid has been met the business is not complying. Lastly consumers state they are having a hard time cancelling service as well as getting a follow up to escalated issues.. On June 22, 2022, BBB submitted a written request to the business encouraging them to address the pattern of complaints.

On August 25, 2022, the business responded to BBB's letter outlining the pattern of complaints with their plans to eliminate the pattern by reviewing customer communications to ensure clarity and visibility into items such as terms and conditions and referral reward payout dates. Additionally, reviewing all marketing communications and in-app visibility. Escalations have been confirmed to have the minimum of two contact attempts, and if a customer is not reached, it will be escalated to the headquarters team for immediate assistance and resolution. Lastly, the referral program is handled by a third-party therefore, the third-party has identified a bug in their system that was preventing some eligible customers from receiving their reward. Currently, the third-party is still trying to resolve this. BBB continues to closely monitor the complaints concerning this business and their effort to improve and reduce future customer complaints.