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:04/14/2025

  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 04/10/2025, I made 2 *** withdraw from my Moomoo cash account, the money will be sent back to my linked bank account. The 2 withdraws are 7 hours apart, the 1st one is $5.9K at 13:28pm, another is $11.71 at 20:40pm. But only the later withdraw of $11 arrived to my bank, the 1st one has not. and after I asked Moomoo financial Inc. only staff, she said all have been proceeded. later on my portal it shows request me to "verify yourself" and "take your facial photo". My bank account is totally working and has received the $11.71 withdraw, not Moomoo is trying to steal my personal identity to obtain my facial photo? this had nothing to do with my bank account. -********************** is intended to hold my money and cause loss to me.Moomoo advertised to pay 8.1% interest and give 30 free stocks worthy thousands of $, they are conduction fraud and false advertising. they are holding my money to coerce me send them my facial photo, and did not pay the 8.1% interest for 20 days by making lots of excuses to delay the *** deposit and withdraw. and the 30 free stocks only worthy $80!Moomoo call center is in *****, no US HQ phone number, all staff hiding names, refused to give HQ phone number, their boss emails or working phone number, refused to let their manage call me,they behave fraudulent. I request Moomoo Financial Inc. Complete my Withdraw request (on 04/10/2025 at 13:28) immediately and pay for all the loss they caused to me of $1000.

• Initial Complaint

  Date:04/04/2025

  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 opened account on 03/17/2025, and did *** deposit, when I saw the promotion of Deposit $100 get 1000 points, and $3000 get 3000 points, I asked the only chat agent, she instructed me must use the link it showed, so I separated the one deposit into 3 times deposits, and then its caused "failed". MooMoo app set up the *** linked to my bank account, when I initiate a deposit, it can check my balance, meaning, only when I have enough money on the account then can initiate the deposit. -I must have the fund on my linked account to start a deposit. 7 days later, on my MooMoo account showed "failed", and said my account ''has NO sufficient fund"-it's totally a lie! Then I want to make a new deposit, then it showed my *** is blocked by MooMoo, then I requested the Manager to removed my *** restriction. ****** ****, took 3 weeks to reply me and repeatedly lying about the situation, said it's my bank blocked my ***, which is 100% lie, I have talked to my bank manager and did other transaction tested, my bank side is 100% working and never put any restriction on my account. Then I requested to withdraw my money already deposited to MooMoo, then ****** said "You MUST hold your ID and take photo of your face", then we can remove the restriction, when I told her it's violate American's rights and broke American laws, she said, if you want your money back, you must do this! -- I formally request MooMoo pay me the delay of my money transfer caused loss of $500 and remove the *** blockage *** so I can initiate the Withdraw of my money. MooMoo promotion said give 30 free stocks worthy thousands $ but actually one the cheapest $2-4 stocks, worth $80! - I request $1000 worth stocks as MooMoo advertised.MooMoo Financial Inc. is conducting Fraud, the company has no HQ Phone Number, ****** called my from *****! I requested to speak to ******** manager, she said on 04/03/2025 her boss will call me but nobody called me at all!

• Initial Complaint

  Date:03/01/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Moomoo did not credit my bank account interest from September, October, November, and December 2024; the interest rate was 5.1% I contacted them and they replied they need to investigate. The interest was never credited, so I contacted them again. They again replied they need to investigate. This has been repeated several times. There is nothing to investigate. All they have to do is look at my account, see that the interest was not credited, and then credit the interest. Ten minutes work at most. I have not had a problem with Moomoo before this. Moomoo should pay me the interest they owe me. Plus they should pay me interest on that owed interest.

  Business Response

  Date: 03/03/2025

  Hello Noanhuey ,
  
  Thank you for reaching out to Moomoo Financial. I understand your concerns about why your APY changed from 5.1% to 4.10%. Interest rates fluctuate throughout the year based on *************** announcements and decisions. Unfortunately, due to these changes, we must also adjust our cash and sweep rates accordingly.
  You can find more details in the Cash and Sweep section on our website. This is a standard industry practice, and we encourage you to review the information at the link below.
  ************************************************************************************************************************************

  Thank you, 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23005814
  
  I am rejecting this response because: Moomoo is not addressing my complaint, which they are well aware of since I've messaged them many many times.

  This is not about a change in interest rate. Moomoo did not pay me ANY interest for the months of Sep., Oct., Nov., and Dec. 2024.  
  There is no need to investigate anything. There is no need for distracting, evasive messages. Moomoo needs to pay me the interest.  And they should pay me interest on the owed interest.
  Moomoo: stop trying to rip off customers and stop wasting everyone's time!
  
  Sincerely,
  
  ****-**** **

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 can't change my address without compromising my identity, this is another Tax season and I still can't change the address by submitting my new address in my account, it's like the username password combination is never safe for Moomoo so they have to do another verification that is unacceptable.Reasoning 1. I have Chinese Citizenship, as fraud is rampant in ***** right now, Moomoo are trying to collect a selfie with hand holding an ID Card, it might not be a problem for majority of the US customers as long as ********************** haven't expose info leakage yet with further financial damages to the US customers. For example, no banks, hospitals, stock brokers are requiring this type of verification yet, but if they do in the future, and the data held in Moomoo is leaked, then US customers are going to be in huge *********** hurts me in substance if my selfie with an ID Card is leaked into the dark web or 3rd party, as it would be a identity key to unlock my bank account and all registered accounts in *****, though I understand Moomoo's position of fraud detection, in which I offered to bring my ID and walk into their office for a in-person verification which is more secure than a photo on this AI age with ease of photoshop the selfie, and unexpectedly they rejected, then why the need to have an address in the ************ to change address for US Customers with no alternative methods to verify a person is a person is very unsatisfying, concerning. The outdated information could lead to information leakage to the new tenants after I moving out of the apartment, as well as **** fails to send the Tax Document from Moomoo to the new address in case. It's been 3 years now I haven't received any tax form from Moomoo. I received the tax form before I relocate.

  Business Response

  Date: 02/14/2025

  Hello,
  Sorry to hear about your issue or concern. Unfortunately,we cant fully address customer or account-related issues on this platform.Please contact us directly through our official channelseither via the APP (Me > ****************** by emailing ********************************************************************************************* by calling us at 888-721-0610so we can look into this more thoroughly and help ensure you have a positive experience.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22940626
  
  I am rejecting this response because:
  
  I've tried that and it doesn't work for alternative approach I mentioned to change my address.
  
  Sincerely,
  
  Go Code

  Business Response

  Date: 02/24/2025

  Hello, 

  We understand your frustration with our customer service, but unfortunately, we are unable to assist you with this matter as it is not MFI-secured.
  Please give us a call at **************. and request to speak with a senior representative. They will be able to assist you further.
  Thank you.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Their phone number ************ has poor customer service! Why text me if you don't want to answer questions!

  Business Response

  Date: 02/24/2025

  Hello,

  We understand your frustration with our customer service, but unfortunately, we are unable to assist you with this matter as it is not MFI-secured.
  Please give us a call at **************. and request to speak with a senior representative. They will be able to assist you further.

  Thank you, 

• Initial Complaint

  Date:01/25/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 am filing a complaint against Moomoo (operated by *********************) for engaging in deceptive practices with their referral program. They advertise bonuses of $150-$200 for referring new users who deposit $100, but the rewards are structured in a way that makes them nearly impossible to redeem.Rewards are split into increments (e.g., $25 and $50), requiring a $100 threshold to use each, and only one coupon can be applied at a time. This setup renders the bonus effectively *************** is clear that Moomoo is taking advantage of American citizens through misleading promotions designed to appear generous while withholding actual benefits. This bait-and-switch tactic is an unacceptable exploitation of consumers' trust.After my referral completed the requirements, I spent 30 minutes on chat with a ***resentative who admitted this is company policy but claimed they couldnt assist further. This scheme appears to intentionally mislead customers, violating consumer trust and fair trade principles.I request that Moomoo:Clarify and correct the programs terms to allow accessible rewards redemption.Fully disburse my earned referral bonus in a usable format.I urge the BBB to investigate these deceptive practices and hold Moomoo accountable. They are clearly taking advantage of American citizens with this fraudulent practices. The *** also lied about the nature of the organizations corporate address claiming it was an ***************** I of course didn't allow this deception to stand and call them on it.They finally admitted that.Yes , the company originated in ***** and it's based in *****. Why foreign countries thinks it's ******* take advantage of American citizens I don't understand.

  Business Response

  Date: 01/28/2025

  Hello ********, 

  We understand your frustration regarding our referral cash rewards. The terms and conditions for our current promotions are clearly outlined on the Moomoo website. While we understand your concerns, these terms are available on our Promotions page for clients to review prior to making deposits or referring others to our accounts. If you would like to learn more about our terms and conditions, please visit the link below or contact us at **************. We appreciate your understanding and hope this clarifies the matter.

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

  CS Team

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22857358
  
  I am rejecting this response because:
  The only thing this clarifies is that you guys are scamming American citizens on *********** set it up to scan us but offering a bonus that you know cannot be processed or used. Your rules say nothing about the commission card, that the rewards offered will not be usable because they are broken down under the $100 threshold.  What you have stated here is untrue and incorrect. The fact that you're saying you understand my frustration is pretty clear that your company is well aware of the scam you are running by offering a bonus that can't be used. Post the section of those rules that spell out that the bonus increments increments issued will be under the hundred dollar threshold needed to redeem, I would also like to see where you mention needing a commission card to redeem the rewards. Your rules on your website are very vague on purpose and you know this to be the case, neither of those issues , the two main issues that stops one from redeeming are addressed in those rules or policies. I see you didn't address the issue of your representative lying and saying, this was an American company,  No way to address that cause it's just a lie. that your company probably encourages them to state. 

  Sincerely,
  
  ** ********

  Business Response

  Date: 02/05/2025

  Hello,

  Sorry to hear about your issue or concern. Unfortunately,we cant fully address customer or account-related issues on this platform.Please contact us directly through our official channelseither via the APP (Me > ****************** by emailing ********************************************************************************************* by calling us at 888-721-0610so we can look into this more thoroughly and help ensure you have a positive experience.

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22857358
  
  I am rejecting this response because:
  I will call the company however if they wanted to make this right they would just make it right on here so all the people who read this would know moomoo doesn't bait and switch on their promises to customers.  I'm not confident that calling will bear any progress. However, I will call Monday.  

  Sincerely,
  
  ** ********

  Business Response

  Date: 02/20/2025

  Hello,

  Sorry to hear about your issue or concern. Unfortunately, we cant fully address customer or account-related issues on this platform. Please contact us directly through our official channelseither via the APP (Me >Customer Service), by emailing ********************************************************************************************* by calling us at 888-721-0610so we can look into this more thoroughly and help ensure you have a positive experience.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 wire transferred $3000 to my account at **********************. on December 17th, 2024. On their website, it says if the money is not deposited in my Moomoo account in 2 days, I should call them, so since Dec. 19th I've been calling them. I have made about 7 calls so far, and every time, their representatives kept saying the money would arrive in 2 days and that they would follow up with me. I waited and waited and received no follow up contacts. My money is still missing. When I demanded to speak with their manager, they said no manager is available to speak with me, but one can contact me. I am also still waiting for that contact.

  Business Response

  Date: 01/02/2025

  Dear Valued Client,
  

  We sincerely apologize for any inconvenience this process may have caused. In order to assist you further with the wire, we kindly ask that you contact our customer service team at ************. We will be more than happy to help resolve the issue.
  Thank you for your patience and understanding.
  
  Best regards,

• Initial Complaint

  Date:09/12/2024

  Type:Billing 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.

  Moomoo incurred in false adverting before June 2024, I signed up in a promotion where if I deposit 1000 or more (which I did) I was going to received 15 stocks.I have called the company and also reached my account manager, they have unable to get me a response about why I haven't gotten my stock or why I didn't qualify.The promotion doesn't mention anything about what will happen if in the past I had an account or anything like that. That shouldn't be used as excuse.

  Business Response

  Date: 09/18/2024

  Hello Ojilves, 

  We understand you're eager to receive the promotion for the 15 free stock shares. Unfortunately, your current account does not qualify because the promotion was already applied to a previous account you held in 2022, which you closed in February 2023 before opening a new one.
  Our promotions are limited to one unique account per individual, and since your new account is linked to the same Social Security number, the system automatically rejects the promotion. We appreciate your understanding, but were unable to offer this promotion for your new account.
  
  Thank you, 

  Customer Answer

  Date: 09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ojilves De *************************

• Initial Complaint

  Date:06/25/2024

  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.

  Moomo : USER ID : ******** Moomo system issue took wired money for restricted account instead return the ****.**** deposit not done in last 4 days and chase multiple time to customer service (phone and online) . Now they are saying the deposit can be refunded only after 2-3 business days. I have emailed several time that because of the time sensitiveness of this deposit I need the refund to be returned asap in **** Return (even taking the **** fees from my account) . The **************** ***** and Supervisors are most reluctant to take care of the issue immediately . this is a strikes against the irresponsibility of Moomo CS.

• Initial Complaint

  Date:01/29/2024

  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.

  My email was used to make an account with this business without my consent and this business's customer service refuses to delete the account. Their website has no option to do so myself. This is an FTC violation as well as the violation and misuse of privacy.