We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/10/2023

    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.
    Recently opened an account with Acorns. I did a small initial investment, but signed up for nothing else. I then got an email on 01/13/23 informing me that they suspended my account pending further verification. So they already verified my account and took money out of it, but suspended my account with them. They then proceeded to take a plus subscription fee out on 01/25/23 while my account was still suspended and I could access nothing. I have sent multiple emails to their customer service giving them the additional information and documentation requested, but to no avail. I have repeatedly asked for a refund of monies and a closing of my account with them, with no real address to my queries. If they continue to withdrawal money without my permission I will be forced to close the account that they are accessing. I appear to not be the only one that has had this issue. I will be telling as many people as possible to not use any of their services.

    Business Response

    Date: 02/15/2023

    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 follow-up on a detailed resolution was provided and discussed with the customer on February 15th, 2023 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: 02/19/2023

     My account with Acorns has supposedly been closed, but I have yet to receive any of my money back. 

    Business Response

    Date: 02/23/2023

    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 follow-up on a detailed resolution was provided and discussed with the customer on February 15th, 2023 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:01/31/2023

    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.
    I filed to close my account and Acorn locked my account and requested several documents in which I supplied and they kept send the same emails refusing to give my money back of close to $700.

    Business Response

    Date: 02/06/2023

    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 follow-up on a detailed resolution was provided and discussed with the customer on February 2nd, 2023 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:01/23/2023

    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 husband and I up with acorn investments to help my sone get a $300 bonus for signing 2 people up for automatic bank withdrawals. My son never received the money. I have been trying to get refunds and stop the auto debits from my bank and my husband's bank without success. I cannot log into my Acorn App. Told to contact customer service. I did so on **********. Was told that my account was never verified and send ID as proof of identity. Was told money and would be put back within 5-6 days. I think I fell for their scam by sending my Driver's license as proof of ID. As of 1-23-23, I am still locked out of my acorn account and they are still taking $5.00/month from my bank and my husband's bank.

    Business Response

    Date: 01/30/2023

    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 follow-up on a detailed resolution was provided and discussed with the customer on January 23rd, 2023 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: 01/30/2023

    I only received a partial return of monies taken. Acorns took

    $15 from my bank account but returned $10.76.

    They took $5.00 on 12/23/22 which was AFTER they were advised not to withdraw.

    Business Response

    Date: 02/06/2023

    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 follow-up on a detailed resolution was provided and discussed with the customer on January 23rd, 2023 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: 02/16/2023

    I did not see a second reply attached. 

    As of today, 2/16/2023, Acorns has not refunded the additional five dollars that they took. 
    I have filed claim with the ********** ************************ & will file a complaint with the CFPB.

    Acrons has not returned my husbands $20 either.

    While these are small amounts, I believe it is indicative of systemic fraud.

  • Initial Complaint

    Date:01/11/2023

    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.
    On January 3rd, I submitted them documentation to unlock my account. They told me that it takes 3 days. Until today, my account have not been unlock. I call every single day since January 3rd and no resolution

    Business Response

    Date: 01/12/2023

    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 follow-up on a detailed resolution was provided and discussed with the customer on January 12th, 2023 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:01/03/2023

    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.
    I transferred $6,000 from my personal bank (MetaBank) on 10/17/22 to my Acorns account of which I'm the only account holder, upon transfer, Acorns locked my account then closed my account and stated that my bank ( MetaBank) have to request the funds be transferred back in order to release my funds. No explanation was given as to why my account was locked. I submitted an appeal and submitted all the documents requested several times and to date my account is still locked. I keep getting the run around from Acorns. This is a financial hardship for me. I'd like to file a complaint.Thank you,***************************** ************

    Business Response

    Date: 01/09/2023

    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 follow-up on a detailed resolution was provided and discussed with the customer on January 4th, 2023 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:12/27/2022

    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.
    On December 5, 2022, I contacted Acorns customer service department about closing an account that was opened by my husband, who passed away on September 29, 2022. I was informed of all of the documents that I needed to provide in order to withdraw the funds and close the account. I provided them with all of the information on the same day. ****** replies a few days later stating that there were issues with viewing my driver's license. I followed his instructions and took a picture with my phone, cropped the image and sent it in a pdf format. He replied again a few days later saying that the image was a digital copy and that they could not accept it. I then scanned my ID using a printer and sent it again in pdf format, as requested and they continue to refuse my ID. I am in IT and I have submitted the same copy of my ID to other banks and insurance companies since my husband's passing and have not had any issues. I asked if there was any way that I can speak to someone to get some clarification on the issue and I keep receiving the same reply, to send a copy of my ID in a pdf format. As with the many other complaints on BBB with the same issue, I am receiving the run around. Acorns is making it difficult to withdraw the funds and close the account, even after receiving all of the requested documentation.

    Business Response

    Date: 12/30/2022

    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 29th, 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:12/15/2022

    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.
    I received a "subscription" charge in the amount of $5.00 labeled "Acorns" with an associated number on my bank statement.I have no such "subscription". To my knowledge, I have not initiated such a charge or opened any account for any such entity.Acorns is refusing to respond to my inquiries and my request to reverse this charge and cancel the false account.

    Business Response

    Date: 12/20/2022

    This is in response to Better Business Bureau Case No.18579407 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:12/05/2022

    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.
    I was referred to Acorns March 19, 2020 by *****************************. I linked my checking Account which I agreed $5.00 monthly deduction. Do to loosing my job because of *****, I request to close it. I was sent an e-mail they advised my pending investment will be processed in 1-3 days. Once completed they will liquidate and send back to my funding source in 3-6 business days. This didn't happen. I made many calls to them which weren't answered.I was sent a letter on April 21, 2020 stating my linked checking account was a little low, so we've paused all automatic investments for me. Once your bank show adequate funds, we'll restart your automatic investments. I made numerous unanswered calls.June 3th, 2022 I received an e-mail advising my account was closed and within 3-6 business days I will receive the funds in my source account. They apologized the unexpected error on their end my subscription was not canceled.July 7th said the last investment I tried to make to yourAcorns account was declined by my Bank.To fix it, call your Bank nd find out why the chargeback occurred. Nov 22, 2022 I received an E-mail stating the withdrawal request to transfer funds back to your checking account has failed. This maybe due to your checking account on file with my Acorns account is either closed, or the bank rejected it. If your account is closed, please link a new checking as your funding source. To do this tap your Menu (the avatar in the top left hand corner of your screen), select linked accounts. Tap Change Primary Checking Account and search for your bank and use your online banking to link account..I did all they requested the response said your account is closed, but you can reactivate it by checking the reactive button.I'm sick of the run around. I sent them my home address and requested a check. All I want is my MONEY BACK!!!!!!Also beware, I've posted this on ************ June 17, 2020 I received an e-mail to confirm I stopped my recurring investment.

    Business Response

    Date: 12/07/2022

    This is in response to Better Business Bureau Case No.18527702 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: 12/08/2022

    They want to refund the balance to my new account.  I've repeatedly advised I don't have one and mail it to:

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

    4800 ******************

    Ste 1404N

    *******, ** 60615

    Business Response

    Date: 12/15/2022

    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 6th, 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

    Customer Answer

    Date: 12/20/2022

    I ased to have my refund mailed to my current address 2 Xs:

    4800 ******************

    1404N

    *******, ** 60615

    I haven't received anything..

  • Initial Complaint

    Date:12/03/2022

    Type:Product Issues
    Status:
    Unresolved
    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 received a debit card in the mail from this company even though I never applied for one. I spoke with customer service as to how this happened and could not get an explanation. I was just told to return the card or destroy it. I am concerned about identity theft and would like detailed information on how this happened.

    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 November 17th, 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

    Customer Answer

    Date: 12/07/2022

    Their resolution was to destroy the card I never requested. This was not some "fake" card you get from a credit card company mailer but a legitimate **** debit card. I do not even have a Acorns account. I expect to be contacted by an executive of some sort so we can have a discussion as to how this came about.

    Business Response

    Date: 12/13/2022

    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 17th, 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

    Customer Answer

    Date: 12/14/2022

    This is the exact same response they sent the first time. Is anyone home over there? or is Acorns just sending out pre-generated responses. I WANT SOMEONE OTHER THAN A BASIC CUSTOMER SERVICE REP TO CONTACT ME.

  • Initial Complaint

    Date:11/30/2022

    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.
    On 10/13/21 I opened an Acorns investment account. On 10 27 I entered a Refferal competition that stated Refferal 3 people and win $350. I completed the requirements and was told I got the award. All of sudden they locked my account and asked for ID and Utility bill to the same account I provided this information a year ago. I'm currently overseas working and just so happened to misplaced my credentials and I'm currently waiting to receive them after paying for everything which I planned on using the Refferal award for. I'm not sure I will receive my documents before the timeline they made up after giving me the reward.

    Business Response

    Date: 12/06/2022

    This is in response to Better Business Bureau Case No.18485753 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

Acorns Securities LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.