ComplaintsforPersonal Capital
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Capital One has a security feature that prompts when there is anunrecognized device. I am uncertain as to why this security feature prompts me, as I have assessed Capital One's online banking appmultiple times daily. In this regard, I completed a number of transactions last night, 12/21/2022, and received an automated message informing me of this "Youmaxed out your code requests for today. Try again in 24 hours or give us a call at **************. " First of all, I am unsure why my device was not recognized, especially since my username and password were entered correctly. Second, upon calling the aforementioned number, I was told by the representative and manager that the only option was to wait 24 hours to access my account. Here's my problem. I am confused as to why Capital One would implement a security feature that cannot be reset internally. This is beyond a simple inconvenience and more indicative of the company's gross incompetence. Thirdly,I do not reside in a rural area of the state, the nearest Capital One branch is 17 miles away from my residence, which is yet another inconvenience! I do not have access to my funds, nor do I reside near a branch. After the holidays, I will close my account and switch to a more reputable company that understands business practices and can anticipate customer issues, and develop customer-beneficial strategic solutions.Initial Complaint
12/05/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a promotional offer via mail from Personal Capital; I was offered $200 to participate in a "Complimentary Portfolio Analysis and Proposal". I participated in the portfolio review on 12/15/21. I read the fine print and did everything required to receive the $200. I was told that I would receive the money within 90 days. I still have not received the money and I have contacted Personal Capital by phone and by email (April 16, 2021-no response). I was contacted by Personal Capital by phone as recently as 2 months ago offering me another portfolio analysis; I told the person who contacted me that I had not yet received the deposit that was offered to me and he assured me he would look into it. I have not been contacted since. I am disappointed by this lack of professionalism as I really enjoy their free finance tools and was considering expanding my relationship with them.Business response
12/09/2022
**************,
We regret to hear that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability.
Our investigation found that you didnt meet all the requirements to be eligible for the promotional offer, since you didnt have the minimum amount of investable assets stipulated in our Terms and Conditions. However, weve decided to make an exception to pay you the $200.00 promotional bonus,which we will deposit into your Personal Capital Cash account as soon as possible.. If you have any further questions or concerns, please contact Personal Capital at ************ and an agent will be able to assist you.Customer response
12/13/2022
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. I will be awaiting the $200 deposit in my account. I must point out however that I did (and still do) have the minimum amount of investable assets stipulated in the Terms and Conditions.
Sincerely,
Amandine MauryCustomer response
01/05/2023
Personal Capital has not followed through. Below is the message they sent me on 12/9. I still have not received the deposit that was promised. I called the number they provided but the agent was not able to help me.
Thank you for your help,
*******************
"**************,
We regret to hear that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability.
Our investigation found that you didnt meet all the requirements to be eligible for the promotional offer, since you didnt have the minimum amount of investable assets stipulated in our Terms and Conditions. However, weve decided to make an exception to pay you the $200.00 promotional bonus,which we will deposit into your Personal Capital Cash account as soon as possible.. If you have any further questions or concerns, please contact Personal Capital at ************ and an agent will be able to assist you."Initial Complaint
09/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Enjoyed Personal Capital for years, in particular because they set things up in the beginning to work with me via email since I cant use a phone. Professional. But now as I try to liquidate they say closing out, unless done by telephone, is not permitted and there is nothing they can do. They say if I ask another mutual fund to request the balance, they can transfer the balance, but originally they could do it themselves without the telephone requirement. Seems unprofessionalBusiness response
10/05/2022
**************,
At Personal Capital, the security of our clients assets and financial information is one of our top priorities. In order to reduce the risk of our clients becoming victims to fraudsters, we have policies and procedures in place that dictate what steps we must take when we receive certain types of financial requests. We have worked with you and successfully assisted you with facilitating your transfer in accordance with our internal controls and in a timely manner.
If you have any further concerns, please contact your Advisor.
Customer response
10/05/2022
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.I was unaware of the tech or policy limitations of what I was trying to. Personal Capital has been a decent company
Sincerely,
*****************Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Thank you for listening. I am very frustrated with Personal Capital. I have been using the app for a while now but lately, one of my discover cards has not been updating and I tried to relink it. Now, for days it says that it is having trouble relinking. It took me a while to get a hold of anyone. Every time I would call personal capital, there is a voicemail. It is very difficult to actually get a person on a line. Finally, they opened a ticket and now there is no resolution and no ETA on the ticket. They keep bouncing me back and forth between different people. Someone there has to take responsibility and actually fix the issue. Please help!! Thank you. **** ****** ticket numberBusiness response
05/16/2022
********************,
We are sorry to hear that one of your cards is not updating in our free dashboard tool. Personal Capital is proud to be helping over 2 million users gain clarity about their financial lives by linking accounts from over ****** financial institutions. Unfortunately, when aggregating accounts from so many different financial institutions we do occasionally have problems linking accounts or transactions. In many instances, this is a result of factors over which we have no control, such as changes to a financial institutions login procedures.
Our customer support team has reached out to you to help troubleshoot the issue, and we hope to be able to resolve the matter for you.Customer response
05/16/2022
Complaint: 17179776
I am rejecting this response because: no one has reached out to me to trouble shoot anything!I have left countless emails and voicemails. And by the way this account was updating just find before - it is not coming from discover. Its from personal capital and they need to fix it.
Sincerely,
LBusiness response
05/23/2022
********************,
We regret that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability. Unfortunately, with a free product it is not always possible to resolve all matters to the customers satisfaction. As noted in our prior response, the problem with your card not updating in our free dashboard tool may be a result of factors over which we have no control.
Customer response
05/26/2022
Complaint: 17179776
I am rejecting this response because: They still have not resolved the issue and they are not exactly free. They offer many non free services.They have to be able to support their platform even if it is free.
Otherwise why don't they just go out of "business"? They cannot provide a "free" product that does not function.
They need to follow through and fix the issue. It is on their side - not discover.
Sincerely,
*************************Initial Complaint
03/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Personal capital offered me a 200 dollar bonus to have a consultation with them a follow up meeting to discuss things. I met all terms of the 200 dollar offer in October. It takes up to 90 days to pay out the bonus they said which is fine. Its 2-3 months past the 90 days and I have sent them 4 emails or more and called them and they keep giving me the go around and wont give me the bonus.Business response
03/31/2022
****************,
We regret to hear that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability.
Our investigation found there was a delay in applying the bonus to your account. Therefore, on March 28, 2022, the $200.00 bonus was deposited into your account. We would like to apologize for this delay and for any inconvenience it may have caused. If you have any further questions or concerns, please contact Personal Capital at ************ and an agent will be able to assist you.
Initial Complaint
02/22/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Personal Capital periodically offers bonuses/rewards for allowing them to run analysis and sit through two phone calls. I did both phone calls (October 17th was the second) and elected to not use them (a great decision based on this). I filed a ticket/problem with them and they said (this wasn't explained anywhere I could find that they would take up to 90 days after the second call to pay the money and to open a Personal Capital Cash Account for it to be deposited into). I'm now almost 5 months after the second call and two months after that deadline and still no money deposited into the Personal Capital Cash account. So far they have closed one ticket (ticket ******) and ignored a second and third ticket (second is ****** - closed without contact with me 4 hours after I created it and a third ticket #****** also closed the day after it was filed with no action/reaching out to me). I can't call to get resolution, just tickets that seem to vanish into a black hole. I want the promised cash for my time and am incredibly frustrated.Business response
03/07/2022
******************,
We regret to hear that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability.
Our investigation found there was a delay in applying the bonus to your account. Therefore, on March 3, 2022, we paid you the $200.00 bonus in the form of an Amazon Gift Card of equivalent value sent to your email address. We would like to apologize for this delay and for any inconvenience it may have caused. If you have any further questions or concerns, please contact Personal Capital at ************ and an agent will be able to assist you.
Customer response
03/07/2022
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. I would just like for the business to know, there is no possible way that I could trust them to manage my investments properly.I appreciate the role of BBB in resolving this
Sincerely,
*************************Initial Complaint
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a promotion to receive $200 for consulting with a financial advisor. I spoke with ******************* in October 2021 twice to evaluate my finances. *** instructed me to up the personal capital cash account to receive the $00 bonus and I did open it. On December 7 I received $100 b not the advertised $200. I have followed up with *******************, ****** at support, Raj at support, ******* customer support and no one has made this right. I have been told the promotion department is still working on it. I met my obligations in October and would like to be paid the $200 promised.Business response
02/01/2022
**********,
We regret to hear that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability.
Our investigation found there was a delay in applying the bonus to your account. Therefore, on January 28, 2022, the $200.00 bonus was deposited into your account. We would like to apologize for this delay and for any inconvenience it may have caused. If you have any further questions or concerns, please contact Personal Capital at ************ and an agent will be able to assist you
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.