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Business Profile

Investment Management

Acorns Securities LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Investment Management.

Complaints

Customer Complaints Summary

  • 112 total complaints in the last 3 years.
  • 30 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/27/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Acorns account is ******************** I referred 4 friends by Oct 22, and should be qualified for $1100 bonus. It's been over a month but I still didn't receive the bonus, and neither the bonus for the 4th friend, who required further verification and already completed many days ago. I contacted customer service many times, and the answer is within 30 days since the last investment, which should have already passed.

    Business Response

    Date: 12/07/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on December 5th, 2022 In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:11/21/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My son tried to use their referral program to take advantage of a bonus they were offering. He had 4 people sign up, as instructed. When he called to ask about his bonus, he was told that the signups werent completed correctly and he would not receive the bonus, even though all four signups were completed. This company offers false bonuses so that they can get people to sign up and give their information which I can only assume they sell to other companies. They also locked one of the accounts and required more information to be given in order to close the account. It makes no sense. A completely shady company.

    Business Response

    Date: 11/28/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on November 28th, 2022 In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:11/16/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Acorn has withdrawn money from my bank account and that's been established. When they exhausted my bank account, they have continued to draft money again and again and again costing me $22.50 everytime they resent it over. I have bank records that will attest to that fact. It costed me hundreds of dollars to my bank even before I got my direct deposits. When I requested some of my money be transfered back to my bank account, which they had no problem withdrawing from, they suspended my account and additionally, sent me an email saying my account had been closed. Meanwhile, they continue to hold hundreds of dollars of my money and have stopped answering their customer service number. Twice now they promised to put the money back but to date its been weeks and their claims of returning my money has not been observed.

    Business Response

    Date: 11/22/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on November 21st, 2022 In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:11/02/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My account is locked and funds sized.I cannot get an answer as to why or anything and they keep requesting documents which I have sent. They keep using computer jargon that I don't understand and I have told them I that I don't understand but they refuse to explain in terms I can understand.As a disabled veteran I cannot afford to loose the funds in that checking account and right now have no food to get by this month because they have that money in their holdings.I have requested my money be deposited to my other account and they refuse.Also since my account is locked I cannot even get documents to support my statements because they won't let me see them

    Business Response

    Date: 11/09/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on November 3rd, 2022 In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:11/01/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When I first opened my account with Acorn back in March of 2022 I was banking with ************** with last 4 of Acct# **** however that account was close, so then i linked my new bank account with **** of America and verified the 2 small micro-deposits done back in September 2022 and done again yesterday 10/31/2022 and on 10/23/2022 I requested to cancel my subscription and withdraw my investing money from my investment account in the amount of $2694.32 and ever since then Acorns has been asking me for my old bank statement which I provided them ************** Letter indicating my account ending in **** has been close then they also requested for my bank statement for **** of America not only that I have provided them this information not once but over 5x and now they want to do a 3 way call to my bank to verify the account again when they have verified not once but 2x with there micro-deposits, I keep calling them since I requested for my withdraw and they keep stating withdraw was initiated on 10/23/2022 and on 10/27/2022 they advise me to call back or to check my bank within 2 days I call them today and now they are re-requesting ************** statement and **** of America statement when all that information has been provided and my withdraw is still pending I dont know what to do or who to ask for help due to me being homeless currently and asking for my investment money as I am a single mother of 4 toddler babies and currently living or staying a hotel...Can someone help me with this issue???Thank you ***************************

    Business Response

    Date: 11/08/2022

    This is in response to Better Business Bureau Case No.18343706 We take our customer feedback very seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and are waiting on correspondence from *******, to detail a resolution. In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:10/02/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to the draw $19 from my acorn invest account and they locked my account due to security concerns my ID was stolen for me everything was stolen so I'm not able to provide them ID which they want and I close the bank account that the money for my clothes that account due to have an acorns investment account and they would not at all allow me to receive my money until I give them a bank statement with an account that's already closed

    Business Response

    Date: 10/11/2022

    This is in response to Better Business Bureau Case No.18157425 We take our customer feedback very seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and are waiting on correspondence from ********, to detail a resolution. In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

    Customer Answer

    Date: 10/11/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *****************************

     

  • Initial Complaint

    Date:09/23/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I noticed 2 transactions from Acorn that I did not authorize. I want my money back.

    Business Response

    Date: 10/04/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on September 28th, In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:09/16/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had an investment account with them since 2019. I recently attempted to close my account and withdraw my money. They have failed to do so. Each phone call ends in them repeatedly asking for more documents, all of which they already have.

    Business Response

    Date: 09/23/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on September 21th, In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:09/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Acorns offers money incentives for referring new clients to their company. I had an offer to refer 2 new people for $400 but I also looked at my rules and regulations and there was another offer called Give $50 Get a $100 in the rules meaning if I referred only 1 person I would get a $100 and the other person would get $50 I have screenshots proving this. No where did it state this offer didn't apply to me it obviously did since it was in my rules. The person I referred paid $5 like the rules stipulated and we both only got $5 each instead of the $50 and $100. I reached out to Acorns and they have come up with quite a few excuses claiming I had to be directly offered this deal which I actually was since it was in MY rules on my page then they claimed they only put that offer in the rules to see what offers people would be more attracted to which proves right there that I should have gotten what was promised in the rules since that's the offer I was aiming for and was attracted to. I have screenshots of all the rules from that time and all of our emails. Please help me because they have tried to do nothing but scam me. They offer hundreds for people to get new clients then don't pay them. I would really appreciate it if they actually went by their own rules they stated in my rules on my page and pay me the $100 and my friend I referred the $50 like we was promised since we both went by the rules and did exactly what we was supposed to do but still didn't get what we was promised. Thank you so much for helping me and your time.

    Business Response

    Date: 09/07/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on September 2nd, In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you.
    If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

    Customer Answer

    Date: 09/08/2022

    I did share the businesses response they keep lying and doing everything they can to not pay me what I'm owed. Right now I have an offer for get 59 give 50 just like I had the offer for get a 100 give 50. If it wasn't my offer why was it on my page? Why are you lying to your customers and having them do all the hard work, because it's extremely hard to find your company new customers and you know that, thats why you pay so high. I'm having ever person I've had subscribe cancel and I'll make sure I left everyone else know what a scam you're running. I'm owed a $100 period and you know it! It wouldn't have been offered to me otherwise!

    Business Response

    Date: 09/14/2022

    This is in response to Better Business Bureau Case No. ********. We take our customer feedback seriously. At **********************, we do everything in order to build trust with our customers. Weve reviewed the concerns and a detailed resolution was provided and discussed with the customer on September 2nd, In order to protect our customers privacy, they have been advised that they have the option to share the response directly with you. If you have any questions, please call us at ************ from 5:00 am-7:00 pm PST Monday-Sunday, or please email us at *********************************** We are available 24/7.
    Thank you,
    Your Acorns Team

  • Initial Complaint

    Date:06/21/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We never authorized ********************** ACORNS to withdraw money from our checking account or create an investment account. Because it was only $5 a month, it went unnoticed for over 2 years. When the charge was noticed recently, my Husband and I immediately called Acorns. We spoke to an Acorns representative. We both gave our names, phone numbers and email addresses. (All of which have been the same for 12 or more years) After a short amount of time and checking all of the information we gave to her. The representative returned and stated the company had no account under either of our names, phone numbers or emails. We never received notices, account information or tax information by mail or email as a debit or an investment. We are the only adults in the home with Social Security numbers and with a checking account. That is the two REQUIREMENTS to be eligible to have an ACORNS account created. If you are eligible an account is started by the company. After they start it you must create a user name by using your email and choose a password as well as a PIN. The Accorns Representative suggest because they had no information of an account we call our bank to stop payment. She then gave an apology for the mistake and stated there is nothing she can do about it. We did contact our Bank, ********************** and stopped any further ACH from this Company. Unfortunately our bank will only refund 90 days of unauthorized charges by this Company. Acorns has been getting unauthorized investment money as an automatic bank draft for years from us. I wonder where that money was going? We arent expecting to get any of that money returned! Im sure it is somebodys small investment now. We really dont want this happening to other families.

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