ComplaintsforPersonal Capital Advisors Corporation
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Complaint Details
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Initial Complaint
10/06/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I received a personalized offer from ********************** telling me I was eligible to receive $200 for conducting a call with one of their financial advisors. I took this sales call and several others from the sales rep. ********************** has made no effort to pay me my $200 that I am owed. I have attempted to call the phone number listed on their website (during normal work hours) and no one picked up.Initial Complaint
10/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have lost access to my empower personal capital bank account around a month ago. this all started after i changed my phone number and tried to log in and check my account balance. the online system will not accept anything other than a phone number for resetting the account access. I have spent hours on the phone trying to get my account unlocked with Empower and they keep saying that they don't have any record of an account and have given me 4 different numbers to call, 2 of the numbers say I don't have an account. the others just ring and no one answers. here is the website that I got all those numbers from and none of them know anything about the Personal Capital account department. ******************************* ************************************************************************************************ not being able to access my account and being unable to get ahold of anyone at Empower I tried a blind transfer of 18K from the Empower account to my Chase account via the linked account feature with my bank. this transfer failed but I was able to find out the routing number and last four digits of the account number. this is the roughting number I got from the transaction, *********. the numbers correspond to UMB ********************** *********************************************** I just got in contact with them today in hopes of getting ahold of someone to help with this account but was told that they were only a clearing house for empower. If possible I would like for UMB to receive the same BBB complaint as they are a part of this problem also. I don't know who to contact next and have absolutely no way to reach anyone about this problem. I am hoping this document will serve as the first step in taking legal action against this bank. If I don't receive any response from this should I file a police report using this BBB as a reference point?Attached are photos of my inability to log in to my account as the phone number is different.Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Personal Capital offered me a $100 dollar promotional bonus (see attachment), for partaking in a call with one of their financial advisors. I reached out to their support team regarding the status of the bonus. I was told the following by email "I have received word from our team regarding this matter and they have informed me that all required steps have been completed on your end. The bonus will be deposited within 90 days. If for some reason you do not receive the bonus after this time, please reach out to us here at support for further assistance." It is now the December and their customer support team keeps saying they will let me know when they have an update. I am extremely disappointed by this experience.Business response
12/09/2022
Mr. **********,
We regret to hear that you had an unsatisfactory customer experience. In our promotional offer Terms and Conditions, we indicate that our offers are not transferable - only the offer recipient may redeem the offer.
Our investigation found that you became a Personal Capital dashboard user this year. ********************** keeps detailed records of all communications to our users.We could not find any records showing that we sent you any promotional offers since you became a dashboard user. Therefore, you are not eligible to receive the $100.00 promotional consideration.Initial Complaint
05/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have opened an account with Personal Capital in 2020. During that time, I have several bank accounts closed. Unfortunately, I don't know whether it was on the Personal Capital or not. Personal Capital locked me out of the account to "protect my account". Now to regain access, I need to verify date of creation, bank accounts that was linked, last four number of account; which is all of the information that was on the Personal Capital Account. The wait time for them to get back to customer is typical 4 days. My last email to them was on 05/19/2022 and their response was on 5/24/2022. It is getting ridiculous about an easy process to getting to account. Even though I still have access to the official email address I used to communicate with them and I also had all of the email they sent to me, it still didn't help anything. The important thing is I deposited some money to this account, and this is crazy for them to hold on to the account by refusing the legitimate owner to get back to the account.Business response
06/02/2022
Hello Van,
At Personal Capital, the security of our over 2 million users financial information is one of our top priorities. This is why we take a lot of care to verify users identity before we can restore access to a locked dashboard.
We always strive to address customer issues promptly and to the best of our ability. Our customer support team has reached out to you to help restore your dashboard, and we hope to be able to resolve the matter for you.Initial Complaint
04/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
This company has called over dozen times. They will not remove my number or put me on do not call list. This getting our hand.Business response
04/21/2022
************************,
Personal Capital keeps detailed records of all sales calls made. We have no record of ever contacting you, but have now added your contact information to our no contact list. If you continue to receive calls from someone claiming to be a Personal Capital agent, please contact local authorities on suspicion of fraud.
Customer response
04/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************************
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.