Complaints

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.

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On October 4, 2023, my checking account was hacked and I had to close it and open a new account. I went through the process of updating my new bank information with all vendors and online services I subscribe to, including Acorns. Acorns asked me to verify the new account, they would deposit 2 micro amounts into the new account, and I would input these amounts in Acorns to verify. I never got the deposits, so made another request and waited, and waited, and still got no deposits. This activity spanned a period of about 2 weeks. On 10.24.2023 I called Acorns to verify my new routing and account numbers to make sure they were attempting to deposit into the correct amount, and Acorns told me they would again, make 2 micro deposits into the account for verification. On the morning of 10.25.2023, I saw 2 micro deposits dated 10.24.2023, so went to the Acorns website to input the amounts for verification and was told the amounts were incorrect and locked me out. At this point, I cannot do anything with this account, including closing the account since I cannot link my new checking account to transfer the funds. Agents on the phone and email always tell me the same scripted language "we will make 2 micro deposits into your account..." but never seem to hear or understand my problem, which is that I never received the deposits, and when I did, Acorns tells me that the amounts are wrong, so what am I supposed to do?

• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On September 5th, 2023 a charge in the amount of $200.66 at *******.com was debited from my bank account. I did not authorize the fraudulent charge and notified my bank. I filed a dispute only to have my bank send me an email stating there was no error and the charge was indeed valid. That they had "compelling evidence" from ******* and the investigation was closed. They also offered to send me such "compelling evidence", which i asked for, but i never received anything. So I contacted *******.com requesting the evidence they sent to my bank. The delivery address, phone on file, email, even the ** address are nothing i have seen before. *** sent the same documents to my bank but they still refuse to refund me for the fraudulent charge. And ******* states they can not give me a refund that my bank must. *** sent numerous emails to my bank, since that is the only I am able to contact them. But they have stopped responding to my emails and customer service had told me i cannot speak to a manager nor is there any phone number to contact the fraud department whose investigating this charge.ive included copies of the charge to my bank, fraud affidavit to *******, and the order invoice for the order that was charged to my card. This is the customer service number but it has gotten me nowhere # **************. and email **********************************

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Every beginning of the month and end of the month acorns from 2021 to current has Been taking $10 out of my bank account even though I'm no longer subscribed to the app. They have not responded anytime I tried to contact them and it's inconvenient that money has been removed even though I terminated my subscription.

• Initial Complaint

  Date:09/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 fraudulently opened an account in my name, birthday, email address, and SSN, but with the criminals phone number. I have a fraud alert on all 3 credit reporting agencies. I never received a verification call which means Acorns never ran my credit to open the account. The criminal was also able to enable a 2-factor authentication on the account despite not being able to verify any of my other personal information. I called Acorns to close the account. ********************** REFUSED to close the account despite me verifying ALL of my info, because the criminal used their own phone number. After 1 week I received notification that the account has been closed. THIS IS NOT OKAY! There is too much scamming and fraud already but Acorns is opening accounts fraudulently without identity verification!

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Acorns Invest account for several years now. I understand they are pushing their many new product offerings, but I have had no interest in them as I've already got other financial services covering them. I recently attempted to make a one-time deposit into my Acorns Invest account. That was on 8/31. On 9/11 I checked my accounts and discovered that Acorns had opened an Acorns Later (aka ***) account in my name and placed that deposit in the Later account without authorization. I called and requested that they undo this move, and was told they can't. The only option is to withdraw the money from the *** and attempt to redeposit it into the Invest account. The issue, beyond the illegal act, is that I will also have to assume a 10% tax penalty for withdrawing these funds because I am not 59 1/2 years old and withdrawing from an *** early incurs a penalty. I called back on 9/12 when I did not hear from anyone, and was told the call was escalated and would hear back in 24 hours. It is now 9/13 and I am currently on hold with Acorns as I am refusing to wait for a supervisor to call me back in *********************************************************************************** until the call center closes today or a supervisor gets on the phone. I have also filed complaints with FINRA, SEC, SIPC, IRS, the ***** Securities Board and the Attorney General regarding the illegal activities at Acorns.

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 opened an account with ********************** and set up an investment plan but almost immediately realized there was a subscription that was required to enroll which I did not agree with. Therefore, I decided to cancel my subscription and no longer continue with an account with **********************. On 8/28/2023, I was charged $5 for a subscription that I did not agree to. I submitted a request to Acorns for a refund but they claimed they provided services for investments which never happened. I provided attachments and you will see the timelines as to how the events occurred. I also believe Acorns deliberately delayed my request to cancel my subscription to give them justification to charge me. The company decided to refuse giving me a refund.

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 opened an account with ********************** on March 31 2023. On July 2023 when I decided to log into that account I was denied access to my account, with a message that my account was suspended (they were still taking $3 from my bank account though).I called their costumer support and they told me I needed to upload verification of identity (copy of driver's license) and verification of residency (copy of utility bill). I asked them why they didn't request that earlier, before letting me open an account instead of blocking access to ***********. They had no answer. I did upload the documents. When I tried to log in again, they wouldn't let me, my account was still suspended because they claim the copy of my utility bill was over 60 days old. I called again (Aug 28th, 2023) to close my account and have my funds transferred back to my checking account, but they wont let me close my account because they have it suspended, and they claim they cannot close a suspended account!

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 been trying to close this account out and get my money for weeks.I have sent them copies of my bank statements (numerous times) and pay pay account and nothing is good enough for them.I changed banks since I started investing with them. I provided all the information but they say what I sent is not good enough. I sent them current statements,One was emailed the day I received it.

• Initial Complaint

  Date:08/18/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 signed up for a one time investment on May 16, 2023 with Acorns investment. This was a one time $50 payment to invest. Shortly after I submitted that one time payment, Acorns suspended my account while they supposedly verified my information. I have called multiple times a month every month since then and provided documentation that theyve asked for multiple times, including my drivers license, utility bills, etc., Not long after they suspended my account, they instituted a monthly subscription, where they are continuing to withdraw money from my account without my permission. Because my account is suspended and they refuse to accept the documentation to verify my account, I am an unable to cancel the subscription, despite expressing that I would like to. I am also unable to close my account while it is suspended which would stop the subscription withdraws, but they refuse to let me unsuspend it.I should also note that I only did the one-time investment because my husband also invests with them, and he was supposed to receive an incentive for me and a few others signing up. He got all 4 other people to sign up, and then conveniently everyone's accounts were suspended so he could not get the bonus they promised. Emails/calls to customer support were on August 11th, August 2nd, July 28th, 19th, 17th, 12th, & 8th.

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 been a customer in good standing with ********************** for three years. They have created a seamless process for depositing funds to their accounts, but have placed a complete block on my account with no access to tax documents or funds status when I attempted to withdraw funds back to my bank account on file. They are requesting unreasonable evidence of my private identifying information, including a copy of my bank statement which shows unrelated bank account numbers. I redacted those and they did not accept it. They are delaying my withdrawal. They changed the date of my original phone call, and prevented access to a supervisor with the power to address my complaints or resolve my withdrawal of funds. I have no access to my accounts simply because I initiated a withdrawal.