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:04/07/2025

  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.

  They are holding my money hostage. And said they can hold my account restricted as long as they want. All because they illegally took money from my business account (Which is against the law). And after finding out, instead of fixing the problem, they chose to lock my account so I cant see what they are doing with my money. **************** is located in ******, barely speak English. It is impossible to get anywhere with them. And extremely rude. I sold my stocks prior to market crash, and they say they cancelled the sale, with no explanation. It has been a week and still locked out of my account while market crashes. Now they say they are going to liquidate my account after market crashed at almost nothing prices. It's over a week and still dealing with this.

  Business Response

  Date: 04/17/2025

  This is in response to Better Business Bureau Case No. ********.
  Background:
  ? The complaint is in regard to the customer not getting access to the funds on the account.
  Communication:
  April 11th, 2025:
  ? Stash attempted to call the customer. The consumer answered. Explained to the customer
  that the account was locked due to pending further review; nonetheless, the review has
  been completed, and the account is now unlocked. The customer stated they will close the
  account within the next few days, and that they have already contacted a lawyer. Stash
  wanted to assist the customer with the closing process, but the customer stated that they
  already knew how to close it.
  April 14th, 2025:
  ? Stash attempted to call the customer (no response). A follow-up email was sent to the
  customer with instructions for selling **********************.
  ? Customer sent an email expressing that they were disappointed because they did not
  receive an explanation on why their account was locked in the first place.
  April 16th, 2025:
  ? Stash sent an email explaining the steps to close the account because the account was still
  active.
  Current State:
  As of today, April 16th, since the customer will be closing the account on his own, we will mark this
  case as closed. If the customer is in need of any further assistance or has any additional questions
  regarding their account activity at **********************, our customer service team is available by email at
  ************************************************************ and by phone at ************** to assist them.

• Initial Complaint

  Date:04/02/2025

  Type:Product 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.

  On February 19, 2025 I began receiving emails from Stash regarding documents and identity confirmation. I had never initiated any contact with this business and this was obviously a third party using my info to open an account. I reached out to Stash support channels to inform them (Request #*******). They said the account was closed on February 20. The next day I received another request to upload documents and verify my identity. I reached out again to Stash support. They said they locked the (supposedly closed) account and changed the email to a fake one to prevent whoever was fraudulently using my information from accessing the account. On March 3 I began to receive emails from Stash again asking to confirm my email address and others indicating my address and phone number had been updated on the supposedly closed account. I reached out a third time to Stash support and was told the account would be closed (again) but the process would take ***** days expected to complete on March 11. Today, on April 2, I received an email stating that a statement was available for the fraudulent, supposedly closed, account. It is obvious that this company is not taking this breach of my personal information and fraud by an unknown party with any degree of seriousness. At this point, I believe they are complicit in the use of my information for continuing to allow this account to exist. I want all my personal information blocked from any use with this company as I have never and will never do business with them.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and provided that the corrective actions are completed as described and the account is not reopened, I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/01/2025

  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.

  Stash is stealing my money and not depositing it any where! Please help me to close it immediately! Its a scam company!! The worst ! Stay away from stash. They steal your money. You cant transfer it within stash without waiting for ever to land a

  Business Response

  Date: 04/10/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is on regards to a withdrawal from smart portfolio to the customer's **********************
  Bank account.
  Communication:
  April 3rd, 2025:
  Stash attempted to call the account holder. Member answered the phone; however, they
  did not want to be verified, said profanity words and proceeded to release the call.
  April 7th, 2025:
  Stash sent an email to the member acknowledging that they requested a withdrawal on
  March 29th, April 4th, and April 3rd on the Smart portfolio; however, the withdrawal was
  delayed on all the mentioned dates due to a recent deposit hold of $20 on March 30th.
  By this date, the user had previously scheduled the account's closure, and Stash Bank
  was in the process of closing it. The Personal and Smart portfolios were still active thus
  in order to expedite the member's receipt of their funds, we closed both portfolios and
  indicated a timeframe of ten business days for closure and transfer of funds on the
  account to the linked external bank.
  Current State:
  As of today, April 9th, 2024, Since the account holder has not replied to any of the emails,
  we will mark this case as closed. The funds were already sent to their external banking
  account and If the account holder is in need of any further assistance or has any additional
  questions regarding their account activity at **********************, our customer service team is available
  by email at ********************************** and by phone at ************** to assist them.

• Initial Complaint

  Date:03/19/2025

  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.

  Had a fraudulent account opened Called them as soon as I found out they said account was marked fraud.6 moths later I started receiving mail from them. I called again the account was still open, again I told them ot was a fraud account and they said ot was closed.Yesterday I recieve more maul from them called again and again was told the account was ************ again I recieved mail from them. I have no information for this account, was never given an account number except the last 4 didgets

  Business Response

  Date: 03/26/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is about an account that was fraudulently created with the account holder's
  information, and they were receiving mail from us. They contacted us to report it, but even after
  they reported it, they continued to receive mail.
  Communication:
  March 21st, 2025:
  Stash attempted to call the account holder (no response). A follow-up email was sent to them to
  inform that the account is currently closed and with the explanation on what generated the mail.
  March 24th, 2025:
  Stash attempted to call the account holder (no response). A follow-up email was sent to them to
  inform that the account is currently closed and with the explanation on what generated the mail.
  Current State:
  As of today, March 25th, 2024 Since the account holder has not replied to any of the emails, we
  will **** this case as closed. If the account holder is in need of any further assistance or has any
  additional questions regarding their account activity at **********************, our customer service team is
  available by email at ********************************** and by phone at ************** to assist them.

• Initial Complaint

  Date:03/18/2025

  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 was charged maintenance fees after my account was closed. Instead of reaching out or sending a check to mailing address on file they depleted the balance on the account to zero and charged fraudulent maintenance fees. They are stealing customers money.

  Business Response

  Date: 03/27/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint centers on the member's dissatisfaction with the maintenance payments
  being charged without contacting them for approval.
  Communication:
  March 20th , 2025
  Stash attempted to call the member (no response). The member received a follow-up
  email informing them that we were attempting to contact them regarding their BBB
  complaint and to confirm their address to send a check for the amount of the fee Stash
  charged them.
  March 21st , 2025
  In response to the email, the member informed Stash that they agreed to the refund of
  the full amount ($2.74).
  March 25th , 2025
  Stash attempted to call the customer (no response). A follow-up email was sent to the
  member informing them that the check was being processed and would arrive in 710
  business days. The member's $2.00 fee will be waived by Stash.
  Current State:
  As of today, March 26th , Stash will send a check once the account has been fully credited.
  If the customer needs any further assistance or has any additional questions regarding
  their account activity with **********************, our customer service team is available via email at
  ************************************************************ and by phone at ************** to assist them.

• Initial Complaint

  Date:03/08/2025

  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 stop my subscription with Stash years ago. I took all my information out of their system such as bank information. I also changed my bank card and was reissued a new one after my cancellation of subscription with Stash. I actually lost my bank card and was issued a new card and number after I close my subscription with Stash. Now years later I receive a $3.00 subscription charge on my account from ********************** which I never received after I cancelled my subscription some years in the past. I dont know how they got my new bank card information but I didnt give it to them nor have I logged into their system since I close and cancelled my subscription years ago. I cant explain how they were able to get my bank information but I do know that this is stealing and illegal actions on their behalf

  Business Response

  Date: 03/21/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is in regard to the customer being charged after closing their account.
  Communication:
  March 17th, 2025:
  Stash attempted to call the customer (Customer answered). Customer refused to verify the
  account and ********************** could not complete the request via phone, A follow-up email was sent to the
  customer to inform them that we would be refunding the funds and making sure the account is
  fully closed.
  March 19th, 2025:
  Stash attempted a second call to the customer to assist with their issue (no response). In
  addition, the customer received a second email prompting the customer to confirm their address
  for a check to be sent with the refunds for the charges that occurred in their Stash account.
  March 20th, 2025:
  Stash confirmed to the customer that we would be providing a check with the refunds to his
  residential address confirmed via email by the customer within *************************** days.
  Current State:
  As of today, March 20th, 2025 The customers account is closed and the refunds will be provided to
  their confirmed address, we will mark this case as closed. If the customer is in need of any further
  assistance or has any additional questions regarding their account activity at **********************, our customer
  service team is available by email at ********************************** and by phone at ************** to assist
  them.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I spoke to a ****** name ******* who kept asking for my social security number and birthday which I refuse to give him. I spoke with him for 4 minutes as the 1800number I added shoes. I sent my ID license to them. They attempted to put $3.00 in my account as shown but reversed when I asked how they keep getting my bank information when they state in a email that they didnt have it. As I said I closed this account years ago but somehow they started taking money from my account starting December 2024. Prior to that there was no activity from them because my account was closed. They cant answer why they havent took anything before December and the reason why is because my account was closed. ********************** has made a fraudulent activity against my account. Now they are lying saying that they never spoke to me but my emails and phone records shows that I spoke to ******* for 4 minutes when I refused to give him my ******al information. 
  Maybe I should retain legal counsel also because from the lies that they are telling this is becoming a major issue and Im sure Im not the only or first ****** who have had this problem with them. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/04/2025

  This customer's account was never fully closed which led to attempted charges for subscription fees recently. We helped close the account and refunded these charges via a check sent to a confirmed address we got from the customer. Case is closed.

• Initial Complaint

  Date:03/04/2025

  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.

  Some weeks ago I received a notice that I was being charged for a Stash subscription. Unsure if I even had a Stash account, I had suspicions that I either made an account and forgot about it and someone else was using it, triggering the fee, or someone made an account in my name somehow. Regardless I reached out to them to inform them of this and request the account be closed.Upon confirming for myself that the account was mine, I requested the number be changed so that I could access the account. I was told the account was being closed and the assets liquidated, and that I could not be granted access to the account. I asked if I could at least be told how much is in the account so I could decide if it was even worth fighting for, they said they cannot give me any details.I get another email stating the account is being closed and they want me to login and update my banking info so I can withdraw funds, or request a check. I emailed and requested a check and was sent back an email basically saying "sorry, we can't help you, bye."I'm so frustrated with the lack of communication and professionalism here. Every single email I send asking for any information at all or any way of getting whatever funds are in the account out, it's shut down with the exact same email saying "we can't give you any info, sorry, bye."All I want is a check or the ability to update my banking info, or at LEAST some correspondence on how much is actually in the account so I can decide for myself if it's worth this trouble. Instead they consistently shut me down and ignore me.

  Business Response

  Date: 03/12/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is in regard to the customer getting monthly charges, being unable to log
  in to their account, and then requesting the closing.
  Communication:
  March 7th, 2025:
  Stash attempted to call the customer (no response). A follow-up email was sent to the
  customer to inform them that the ** they sent has a different last name and, consequently
  Stash requested the legal name change document.
  March 8th, 2025:
  Stash received an email from the customer requesting the closure of their account.
  March 10th, 2025:
  Stash attempted a second call to the customer to assist with their issue (no response). A
  follow-up email was sent to the customer to confirm the address in order to initiate the
  check request and close the account.
  Current State:
  As of today, March 12th, 2025, Stash has been able to resolve the issue by sending the
  check to the customer, and the current status of the account is in the closing process. If
  the customer is in need of any further assistance or has any additional questions
  regarding their account activity at **********************, our customer service team is available by email
  at ********************************** and by phone at ************** to assist them.

  Customer Answer

  Date: 03/13/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  *. *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/04/2025

  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 received an email in December ****************************************************************** roughly 5-7 business days. I had checked my bank account and saw a withdrawal for $3 on December 23rd and figured that was it. It has been 3 months and $3 keeps being drawn per month without approval; January 3rd, February 4th, and now today March 4th. When I check my account, it still says its being closed out but obviously that's not happening. I can't change anything or remove my bank account since its being "closed out". I would like this account to be closed and all payments stopped. I haven't used the account since March 2020.

  Customer Answer

  Date: 03/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/03/2025

  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.

  I signed up for a free account on ******************, something seemed phony about the service so I withdrew my bank funding and canceled the account in March of 2021. Fast forward to March of 2025 I learn that STASH has been withdrawing $9.00 a month for a subscription fee that I never sighed up for.

  Business Response

  Date: 03/18/2025

  This is in response to Better Business Bureau Case No*********
  Background:
  The complaint is in regard to a cancellation of the account, refund of the subscription fee
  charges and to remove external bank information.
  Communication:
  March 12, 2025:
  Stash attempted to call the customer (no response). A follow-up email was sent to the
  customer to inform them that the account is currently closed, and we have refunded all
  the charges done from November 2024 until March 2025.
  March 14, 2025:
  Stash attempted to call the customer and customer answered. Explained to the customer
  that his account was stuck in the closing process, and because there was no bank linked
  and there was still money on the account, the closing process could not be completed
  until the amount of the portfolio reached zero.We let the member know that we refunded
  all the charges from November 2024 to 2025 which gives a total of $45.
  Customer stated that we charged him a total amount of $432.00 but all the previous
  charges are showing as errored in our end, so we requested a bank statement showing
  all the additional charges.
  Customer said that they were driving so they will check if refund has been received and
  will send bank statement showing the additional charges.
  Stash sent an email so the customer can reply to it with the additional charges and
  confirmation if refund has been received.
  March 17, 2025:
  Stash attempted to call the customer (no response). ********************** sent an email so the customer
  can reply to it with the additional charges and confirmation if refund has been received.
  Current State:
  As of today, February 17th, 2024, member has been refunded, and we are still waiting
  for the confirmation from customer that it has been received. If the customer is in need of
  any further assistance or has any additional questions regarding their account activity at
  Stash, our customer service team is available by email at ********************************** and by
  phone at ************** to assist them.

• Initial Complaint

  Date:03/03/2025

  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.

  march 2022.. i've made 9.00 auto payments to stash.since i work for a broker dealer (financial) they ask that i get complaince approval which i did get.later they are asking that i start the whole process over. i made a request to return all fund submtted since March 2022 to February 2025 that accumulate to ****** .i've left an email and statements in the attach for your viewing.

  Business Response

  Date: 03/14/2025

  We have been in contact with the customer and are working to have a check sent to them with the full amount of their requested refund as soon as possible. It has taken a little longer than expected to be able to send the check(s) but we are working on it as quickly as we can. 

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Complaint Team,
  
  This is still an unresolved issue.  I was never aware of the response time as I didn't see any prior emails from the BBB.  My last communication with Stash support was March 13th.  their response was that the check is in the mail.  so far, I have not seen anything.
  
    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/04/2025

  As we stated in previous communications we fully refunded the customer and sent them checks to the address they provided to do so, case is closed.