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:02/01/2025

  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 invested in one of Groundfloor's offerings under their "Labs" umbrella. It has not paid anything in many months due to some legal issues - I have contacted them repeatedly to get updates on how things are progressing and when we'll get more information. A couple of times they did provide generic responses saying they were looking into it. But the last few times I have reached out, they have not responded. I've made repeated attempts, and they say nothing. Additionally, the last update they have on their webpage is from 9/1/2024 and says there would be a hearing end of October 2024. Here we are in February 2025, still nothing. This is unacceptable. I understand investments come with risk, so notice I am not screaming to get the money back (though I would like that) - this is more about terrible communication from the company. It is now at the point where I think they could be doing shady things that should be investigated.

  

  Business Response

  Date: 02/05/2025

  Mr. ********* contacted Groundfloor in December of 2024. The Groundfloor Support team notified the client that we were working with the legal team regarding the Farm and once more information is made available, we provide an update to all Investors. The Groundfloor team continued to follow up with Mr. ********* notifying that we were still actively seeking more information to provide for clients. Mr. ********* then responded to a closed inquiry following the updates that were provided. On 2/1, Mr. ********* contacted Groundfloor support requesting an update on a Rollover Note, but requested additional detail on the Farm. Mr. ********* was responded to on 2/3 with an update that Lawsuits have been filed against the guarantors of the property and that we are awaiting judgement. Based upon our digital support platform, it doesn't appear that Mr. ********* has seen the response from Groundfloor support and the update regarding the Farm yet (see attached). 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22886445
  
  I am rejecting this response because: your response conveniently leaves out the 4 or 5 attempts i made to get a hold of you that you ignored. It was only after i reached out about the rollover note with the additional comment that you responded. This was also after i had started this BBB complaint. I have always used the chat function, so the concept of open/closed is not obvious there. I simply use that interface to reach out. that is where you ignored multiple attempts to get an update. If you need to change how your interface works to make it more user friendly, then please do so. But don't try to blame me for using what you put out there.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 02/13/2025

  After further investigation, we confirmed that the original message was missed due to human error when the support case was closed. This is unacceptable, and weve already taken decisive action to make sure it doesnt happen again. If you have any questions or concerns, reach out directly to our Head of Investor Operations, **** *******, at *************************************** He will personally ensure you receive the top-tier service we demandno exceptions.

  Customer Answer

  Date: 02/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and will stop any further communications about it.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/05/2024

  Type:Product 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 have cash in an *** account. I have emailed them to withdraw money on 8/6, 8/20, 8/22, and 11/18 in addition to multiple calls. Withdrawing cash should not be an issue. I am concerned over the solvency of this broker-dealer since they are not receptive to customer service requests.I want any cash held by Groundfloor to be sent to the custodian immediately.

  

  Business Response

  Date: 01/09/2025

  The client contacted Groundfloor 6 months ago and notified Groundfloor that his loans are in default currently and not interested in investing further funds into the Platform. There was no request on how to complete a rollover or any reference of the client's **** ***. Another request was submitted to Groundfloor 12/26 requesting information on how to withdraw cash from an *** and roll it over somewhere else. Within the same day, Groundfloor responding with the specific instructions and form on how to accomplish this. The following day Groundfloor reached out to confirm if the client had an additional questions. The client responded requesting a PDF that could be filled out and Groundfloor responded with a prefilled form. Groundfloor then confirmed where the form would need to be submitted. The client then submitted the form on 1/7, and on 1/9 the form was submitted for processing. The request was completed on 1/9 and the funds have been sent the instructions the client provided us. 

• Initial Complaint

  Date:12/03/2024

  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.

  I am filing this complaint regarding an ongoing issue with Groundfloor concerning funds that have been held in a closed account since 2022. Despite my consistent cooperation and provision of all requested documentation, the funds have not been returned to me, and the resolution process has been unreasonably ********** summarize the situation:1.The funds have been in a closed account since *********** I reached out to Groundfloor to resolve the matter, I provided all the necessary documents as requested:A copy of my government-issued photo ID.Old and new account statements.A letter from PenFed confirming the account closure.Notarized wire instructions for my new ***************/******* ***************** my prompt response to every document request, Groundfloor has taken an excessive amount of time to process my case.4.Most recently, I provided notarized wire instructions to facilitate the transfer of the funds to my ***************/******* account. However, there has been no resolution, and communication from Groundfloor has slowed significantly.Throughout this process, Groundfloor has shown urgency in requesting additional documents from me but has been unacceptably slow in taking the necessary actions to return my funds. This lack of urgency is frustrating and unprofessional. I am unable to access my own money, and the extended delay has caused unnecessary stress and inconvenience.

  

  Business Response

  Date: 12/18/2024

  The transaction referenced in the request was completed on 12/5/24 (see attached). As a Financial Institution, client security is a top priority. As part of our standard operating procedures, we have additional steps of identity verification that we require. This matter has been resolved. 

  Customer Answer

  Date: 12/18/2024

   
  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,
  
  ***** ********

• Initial Complaint

  Date:07/24/2024

  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.

  My issue with this company is that before you invest with them, they tell you that your money is protected by the foreclosure process, but they never actually go through the forclosing process to recoup their investor's money. One property that I invested in has been in foreclosure for two years and the other one at least a year or more. The excuses is always foreclosure which is a never ending. The one property that's in foreclosure is on the *** trying to be sold as a failed project for 1.3 million dollars. Instead of selling the failed project for the amount of the loan, they're trying to get a price for a completed project instead of a failed project. Groundfloor seems to be ok with this. Since when does a foreclosure take 2 years. I have no idea what's happening with the other property except that it's going through foreclosure which again seems to take a really long time. It doesn't feel like they really care about recouping monies owed to their investor's. It feels very scammish. Why would this company think it's OK to use the same line without giving proof. Foreclosure is their only excuses that seems to take years to complete. They use the foreclosure process to make you feel safe about investing your money, but all of their foreclosures seem never ending which makes one question their trustworthiness.

  

  Business Response

  Date: 07/29/2024

  Hi *********,
  

  Ive researched your previous request to narrow down and understand more of your feedback. During the foreclosure process, we work with the borrower to understand the best course of action to ensure were mindful of foreclosure cost and time, but also that we are doing the best possible job not to prolong the investment. Some properties can be in the foreclosure process and we actively engage with the borrower on an exit strategy. If a borrower is receptive to communication attempts and provides updates on listing the property, along with how the sale of the property is progressing, we continue to evaluate next steps. Unfortunately, until there is a solidified deal in place, Groundfloor provides as much detail on the progress that is set in stone. If there is not a written agreement and/or contract in place, Groundfloor continues to communicate with a sense of urgency on behalf of investors to move the process along to find a resolution. As an investor, at times it may appear that there is a standstill in the process and/or there should be more movement. I can assure you that our **************** team is working diligently behind the scenes to come to a resolution that is in the best interest of our investors, and mitigate capital risk at the same time. We understand that this can be frustrating to not see movement at times, but we can assure you that were working diligently on a resolution. 
  If there are any specific investments in question, please feel free to reach out to us at ********************************* and well be happy to look into them for you. 
  

  Thank you for your time. 
  

  The Groundfloor Team
  

  
  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22038357
  
  I am rejecting this response because: it does not take 2 years to foreclose in the state of *******. One of the investments in question is on the market for 1.3 million dollars which is not a foreclose sale and the other one doesn't seem exist anywhere except on your website. Why are you allowing a failed attempt to build a property be on sale for 1.3 million dollars? Why are they not being forced to sell the property at a price to recoup the money they borrowed? Instead they're trying to sell a partially completed product for 1.3 million instead of selling it at a price where a new developer can come in and complete the job. I live in *******. I've been to both locations. I feel like if an authority digged deeper into your company they would shut you down. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/30/2024

  Hi *********,

  Thank you for the additional context. I was able to pull up the property you referenced. The borrower is currently in the process to file for bankruptcy. Due to the bankruptcy process being initiated, Groundfloor is working on a recovery with all involved parties. There has been interest in the purchase of the property since the borrower began the bankruptcy process, but no deals have been finalized yet. We anticipate an update shortly that will be provided to all investors. If there is anything additional we can do to assist, please feel free to contact us at *********************************. 

  Thank you for your time. 

  Best Regards,

  *********;

• Initial Complaint

  Date:02/19/2024

  Type:Product 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.

  Ok very misleading information and advertising. I put money into invest and then after research seeing how they invest my money decided I did not want to invest with the company. I sent an email to cancel account within a weeks timeframe and they said could not get my money back. Now they are holding onto my money for who knows how long I do not do cds because of this reason but this is worse. **************** is horrible so no response to messages and you call office after hours they say they are not there understandable but during business hours just goes to voice mail. Very misleading advertising to lure people in.

  

  Business Response

  Date: 02/20/2024

  *********************** transferred $1000.00 into her Auto Investor account on February 14, 2023.  Those funds were automatically invested in 76 different loans.  ***************** are cancellable within 48 hours of investment.  ***** reached out to Customer Success through our live chat and via phone on February 19th and spoke with three different members of the Customer Success team who explained this to her.  As the investments mature and are repaid by the borrowers, *************** receive the principal and interest earned on her investments.  Our Terms of Service, Offering Circular and 'Help' documentation available through the Groundfloor app and website explain this process.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21315011
  
  I am rejecting this response because: IT WAS OVER THE WEEKEND FOR 48 HOURS NOBODY WAS AVAILABLE ALSO THEY ADVERTISE FALSE MISLEADING INVESTMENT INFORMATION THEY MAKE YOU THINK YOU CAN WITHDRAW FUNDS AT ANY TIME. IT WILL TAKE YEARS TO GET YOUR INVESTMENT BACK AND THEN WILL JUST CONTINUE TO LIE TO KEEP FUNDS. I WAS SENT AN EMAIL THAT MY ACCOUNT WAS SUSPICIOUS. THESE PEOPLE NEED TO BE PUT OUT OF BUSINESS AS THEY ARE GIVING FALSE INFO OUT. SHAME ON THEM THEY NEED TO DO THE RIGHT THING AND REFUND MY MONEY. VERY FALSE AND MISLEADING ADVERTISING TO TAKE ADVANTAGE OF PEOPLE.    

   

   

   

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

  

  Business Response

  Date: 02/22/2024

  Can you please provide an example of a false advertisement or a statement that we allow investments to be cancelled at any time?  We have hundreds of pages of information available to all of our investors on the Groundfloor.com website and, as an SEC regulated financial institution, additional documentation is available at SEC.gov.
  
  I want to note that your first repayment on one of your investments has been completed and you've received 11.2% annualized interest on an investment expected to return 10%. With your autoinvesting paused, this money is idle in your account and can be withdrawn if needed. While not all of your investments may resolve as quickly and over perform the expected rate, your money is currently at work earning interest for you. You can expect the majority of your investments to resolve within a year and our historical performance over our 11 year history has returned a 9.77% annualized interest rat. We expect this number to be higher in 2024 given the higher interest rates however all investments have risks so we cannot guarantee a return.
  
  This repayment is an example of why we do not cancel the investments after the 48 hour window. The funds are immediately part of an active investment and allowing people to cancel those investments results in missed opportunities for other customers who could have invested in those loans. When the loans are repaid, the investments in those loans are repaid.

• Initial Complaint

  Date:04/28/2023

  Type:Product 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.

  Groundfloor has made claims regarding its efforts to recover investor funds on delinquent/defaulted loans, including holding $450 of my own funds, however the timelines suggest negligence on the part of the company. - The foreclosure process has reportedly been ongoing for six months for **** ********* Avenue, **********, CT ***** as well as *** ****** Road, North ********, CT *****. Six months is not a normal or appropriate timeline for foreclosures in Connecticut. - The Georgia foreclosure process takes 1-3 weeks, yet Groundfloor has supposedly been foreclosure process for four months on **** ********* Drive NE #1, Atlanta, GA *****. - Groundfloor took possession of **** ***** Lane NE #1, **********, GA 30329 as a 'Real Estate Owned' property on September 6, 2022. After 234 days, the property has never been listed on the MLS. Given Groundfloor's negligence in handling these properties, I want a refund of my original $450 plus the expected annualized rate of 10.3% from the original date of these investments for Account #************. These issues are not caused by normal investor risk, but rather by a lack of transparency and follow-through by Groundfloor in acting as a steward of investor funds.

  

  Business Response

  Date: 05/12/2023

  The customer's funds were invested in LROs for projects for which the investor is aware, as is detailed in our investor agreement and offering circular, that there is risk. In the event of a defaulted loans, investors are repaid as Groundfloor is repaid by the borrower or when Groundfloor secures and sells the debt or collects via legal action. Groundfloor has been in touch with this customer and has communicated via regular updates, directly and on our platform about our pursuit of a resolution in these cases. Please also note, as has been communicated, that two properties are located in judicial foreclosure states which may take more time to resolve. Groundfloor has taken ownership of the other two properties in Georgia and is assessing the best exit and resolution for investment, as per our standard process.

  

  Business Response

  Date: 05/15/2023

  Groundfloor has most definitely been focused on recouping these investments and challenge the notion that we have egregiously failed in our stewardship of investor capital in these cases. In fact, one investment has already been resolved for full repayment and another foreclosure has been finalized. Per the customer’s request, here is a more detailed update on each property/project in question, to supplement the information that has already been provided:

  - **** ********* -This loan was repaid for full recovery plus default interest.

  - *** ****** Road - The customer’s assertion that the Georgia foreclosure process takes 1-3 weeks is factually untrue. Uncontested, it may take several months and then another month for the deed to be recorded. As has been noted, foreclosure timelines vary from state to state so the timeline in Georgia will be different that that in Connecticut. That said, the borrower for this property is attempting to refinance and is responsible for all fees associated with the foreclosure action. Notes provided to investors are up to date.

  - **** ********* - The foreclosure is complete as of May and Groundfloor is awaiting the recorded deed from the county. Published notes are up to date.

  - **** ***** - Communication has been consistent regarding the status of this investment. Since taking ownership of the property, Groundfloor engaged several local builders in an effort to review strategies to remedy and recover highest and best for investors. As noted, there have been several parties involved, however their financing was not sufficient to complete a favorable transaction. At this time we are in the process of listing and further marketing the property.

  Customer Answer

  Date: 05/15/2023

  
  Complaint: ********
  
  Groundfloor has refused to take responsibility for significant and systemic shortcomings that I have clearly documented, using diverse examples from multiple loans. First, it sought to state that the general class of investments that it provides carry risk while ignoring its own role in mismanagement of those assets. Second, it sought to state that communication with the customer was sufficient to justify its inaction, even thought that communication did not address any shortcomings. Third, it repaid one of the multitude of loans and -- in so doing -- sought to use that to discredit the customer in the BBB complaint.
  
  These strategies have not resolved the BBB complaint, but merely increased frustration and reduced the scope of the problem by $50. I encourage Groundfloor to resolve this issue rather than further increasing frustration with its services.
  
  Sincerely,
  **** *******

• Initial Complaint

  Date:04/10/2023

  Type:Product 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 have tried to withdraw funds from ground floor. They say it is my bank at fault but I have tried 7 different major banks. They are holding my money purposefully and lying about it

  

  Business Response

  Date: 04/19/2023

  We have attempted numerous times to transfer the user's funds to his bank but have received an error code that the user's bank account is frozen. This is out of Groundfloor's control until the user resolve's this issue with his bank.

• Initial Complaint

  Date:03/18/2023

  Type:Customer Service 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 Invested with Ground floor with account ********** and invested $200. for real estate investing.the investments were suppose to mature in august 2022, however to date i have no clue of the status of my investment. need help to reach out to know status of my investment. thanks,

  

  Business Response

  Date: 04/19/2023

  Groundfloor provides regular updates on all investments in its portfolio. In addition, the user can email our ******** Services team any time at **********************************

  This user's investments have been extended and are on a path to completion.

• Initial Complaint

  Date:10/07/2022

  Type:Billing 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.

  Groundfloor advertises they provide 7-10% average rate of return, when i opened a account since then (all my transactions attached) I didn't get 7-10% returns. I still have many loan in defaults with them, no clarity is given by them

  

  Business Response

  Date: 10/16/2022

  Groundfloor has been in close contact with this customer. The customer is aware that ****************** does not guarantee returns, but advertises our historic returns which indeed have averaged 10% annually. This customer is also aware that, per our investor agreement and offering circular, there is risk associated with his investments on the Groundfloor platform, and in the event of defaulted loans, investors are repaid when the borrower ultimately makes a payment, Groundfloor secures and sells the debt, or Groundfloor collects via legal action. Groundfloor is pursuing a resolution in all the user's loans that are in default and provides regular updates on these loans.

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18183465
  
  I am rejecting this response because: I see there loan practice is flawed, and there calculation of percentages returns too, I did not receive 10% returns as there promise.

  I am okay to loose money on investments and aware of the risk, but when the property market was on rise and all time high, how can we loose money with Groundfloor. it almost seems like money was given w/o market research and may be to a defaulters builders intentionally. loan to ARV value was is making any sense.

  The updates were also removed from portal and converted to an email updates.. which takes forever and mostly I never found there updates in my inbox.. they removed transparency from there portal as well. what was the reason for that, they want to hide all the goof *** from fellow investors. 

  They are not able to clearly give me a report, how much I invested so far and how much net income I got.. even that calculation seemed to be flawed.

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

  

  Business Response

  Date: 10/25/2022

  Groundfloor has never "promised" to deliver 10% returns and our return calculation is not flawed. In fact, our ******** Services team has walked the user through how our returns are calculated numerous times. Moreover, the user states he has lost money with ******************, however his returns, while not 10%, are positive. In fact, the user has been repaid on almost 500 investments since joining Groundfloor. Groundfloor has never removed loan updates from our portal. They are provided on a regular basis for all investments, offering a level of access and transparency unmatched in our space. Lastly, as always, our investors have easy access to their full investment history and returns at their fingertips via their portal. 

• Initial Complaint

  Date:09/13/2022

  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 joined GroundFloor with an interest in their investment platform.I synced my bank account.The transaction cleared.After doing my research on the company further, I decided that I did not want to hold funds with them any longer.When I tried to get my money back I was told first that the funds hadn't cleared and that it would take 10 days. Then I was told that they have a 10 day hold policy for my security.1) The funds HAD cleared.2) Holding my money (money that was not invested) for 10 days is not for security. Banking transactions occur much faster than 10 days and there is no 10 day 'security standard The customer service agent then told me that the DEVELOPERS had to make a decision about whether or not they would release my funds. In what world does a development team make decisions for a client's money?This company is predatory. They are looking to acquire and hold your cash and purposefully makes it difficult to withdraw.

  

  Business Response

  Date: 09/21/2022

  This customer deposited funds into her account and immediately proceeded to request the funds be withdrawn. As is the industry standard for investing and banking platforms, Groundfloor places a short hold period on new funds to accommodate potential delays in the *** network. This is by no means predatory and is a security standard that reduces the chance of fraud. Rest assured that developers do not make decisions on whether funds can be released for withdrawal. Rather, our team likely implied that they would check in with our software team to investigate when the funds could be released. Groundfloor ultimately shortened the hold window for this customer when confirmation was received that the funds fully cleared, and the customer withdrew her funds.