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:11/30/2022

  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.

  I have been using Stash financial for well over two years with no issues until November 18th. I called and notified them immediately of a person by the name *************************** withdrawing funds from my personal bank account in the amount of $300 . Stash denied any claims of such activity . I called again on Nov 30 because funds of $1350.00 were being withdrawn from my account and **** from Stash finally recognized they have a customer by the name of *************************** and he alerted their "Fraud - *********************** Stash has no phone number to provide- stated I needed to send an email so I did . I am still waiting for Stash to refund my money and notify police of this activity. I have no idea who this *************************** is ! They are of no relations to me at all.I want a refund of my money that has been stolen by Stash and ***************************. I am attaching screen shots from my bank account of the illegal activity.

  Customer Answer

  Date: 12/01/2022

  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 and the matter has been resolved.

  I have contact me banking company and the funds were stopped. However Stash should still be held accountable for the fraud activity

  You may close this case
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/29/2022

  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.

  September 3rd 2021 I sold my Pepsi stock and was able to transfer my money to my bank on September 9th, 2021.Around that time or I know by the first of October 2021, I closed my account with Stash. I called and made sure it was closed.Yesterday November 28th I was going thru my bank statement and noticed Stash had taken out $3.00, over a year later. So I looked at all my statements going back a year and they took a $1.00 every month till August 2022 which they started taking $3.00.I never noticed it and should have paid more attention to my statements. I called November 28th and spoke to ******* and he told me unless I could prove closed my account there is nothing they would do. I told him I remember calling and closing my account after I withdrew my money out of there company and that what they did is against the law by continuing to take money out of my bank account. I asked to speak to a Supervisor and ******* said there was not one available and would not be able to call me when one does become available. Stash owes me $22.00, I do understand that it is not a lot, but it is the principle of the point they illegally kept taking money out of my account after I closed it.

  Business Response

  Date: 12/20/2022

  This is in response to Better Business Bureau Case No. ********* 
  
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 12, 2022. (refund is complete, user has not responded to **********************'s follow up.) 

  In order to protect consumer privacy, we are unable to provide details of the response.
  

  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools, *************, or via email 24/7.
  Sincerely,
  Stash Customer Service

  
  

  Customer Answer

  Date: 12/20/2022

   

  
  

  After speaking numerous times on the phone with a representative from Staah, they finally refunded my money they charged me after I closed my account. 

   

• Initial Complaint

  Date:11/29/2022

  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 opened my stash account to save for my retirement unfortunately for the pass 2 years it has been a disaster. A year ago they placed restrictions on my account until I could verify my account. I sent in the same information I used to open up my account and they still didn't remove the restriction. Fast-forward to day my account is currently locked I cannot do anything ,no investment, no stock buying, absolutely nothing! I call over and over again still getting the same answer mom we cannot do anything just wait until you hear from the department that deals with verification issues. Ok I waited for almost a year still no help. So a few days ago call them and i told them to closed my account and give me back my money. Now their saying they cannot closed the account because the account is locked. They send me a email to verify the account informations, ok I did that again. I sent in my driver's license ID, with a picture of myself, my bank account information the same information I used when opening up my stash account. This morning I saw that they rejected the business account document, saying the want to see my name on the business account, how is that possible my business account name was dandl **************** llc (not my personal name) which is no longer in business and because I have no access to my account I couldn't updated my banking information. No one to talk to but email back and forth. It's not right for any Company to lock your account for a year without any explanation and keep rejecting you verification , the same information I used to open my stash account. At this point am done wuth stash and I would like stash to unlock my account so I can get my retirement plan going . Am a small business owner and this is the only retirement fund that I had.

  Business Response

  Date: 12/20/2022

  This is in response to Better Business Bureau Case No. ********* 
  
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 8, 2022 . In order to protect consumer privacy, we are unable to provide details of the response.

  
  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools* *************, or via email 24/7.
  Sincerely,
  Stash Customer Service

  
  

• Initial Complaint

  Date:11/28/2022

  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.

  Stash closed my account without warning to transition to a "new account". When I told them why my direct deposit didn't go through, they said I had to contact my employer because my old account was closed. I need this money to pay my bills and now I don't have any money on me to do my personal things. They didn't even send me a new card to begin with, and they offered no solution whatsoever other than file new direct deposit information, which means I will not get paid and I am basically in trouble. This is very unprofessional of them, and I am seeking for them to resolve this matter directly for me, which they are refusing to do. Please help

  Business Response

  Date: 12/05/2022

  This is in response to Better Business Bureau Case No. ********* 
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 4, 2022. In order to protect consumer privacy, we are unable to provide details of the response.

  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools* *************, or via email 24/7.
  Sincerely,
  Stash Customer Service
  

  
  

• Initial Complaint

  Date:11/25/2022

  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.

  My account was hacked in July 2022. Money was taken from my outside SECU checking account. Initial service was great. Stash quickly credited the funds back but not to my outside account but to my Stash bank account....and then LOCKED the account until I verified my identity. I sent in what they asked for through the app in August. Since then the app has been showing a locked account and that they were reviewing the documents. I called in September and was told they were reviewing. Today, I called and first was told my account was not locked. Then, I was told I had not sent anything in to verify. Back and forth, everyone had a different answer and ***** wanted to listen to me. Then, they wanted to me to send my documents through an UNSECURED EMAIL that even the disclaimer states: "Stashs outgoing and incoming emails are electronically archived and subject to review and/or disclosure to someone other than the recipient."I want access to my money...It is not a lot but at this point, I am so angry that as the victim I am being treated so horribly. DO they really think that I will continue to utilize them?

  Business Response

  Date: 12/16/2022

  This is in response to Better Business Bureau Case No. ********* 
  
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 16, 2022. In order to protect consumer privacy, we are unable to provide details of the response.

  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools, *************, or via email 24/7.
  Sincerely,
  Stash Customer Service
  

  
  

  Customer Answer

  Date: 02/08/2023

  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:

   This has bren provided multiple times!! I need this resolved
   

   

   

   

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

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

• Initial Complaint

  Date:11/22/2022

  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.

  I have been trying to update my external banking account with this company since late august 2022. Every time I tried on the website ********* or mobile app it would give an error message and say try again later or enter the information manually. When I input it manually still get an error message to try again later. Here we are months later and I believe I have been more than patient and still can't update my external banking information. So i decided to call as the first call was made on November 17, 2022. I was advised they needed the last bank statement for the previous account linked to my stash and photo ID. I uploaded both, still unable to update external banking information, called two more times and requested a supervisor both times as the reps were unable to assist me only to be told that no supervisor is available. I requested a supervisor call me and still have not received a call from a supervisor. All I would like to do is update my external banking information, if that is impossible to do than I would like to withdraw the $1000.00 in my account and close the account. I verified the information on the account, provided the last bank statement I received for the closed bank account, uploaded my photo ID, gave the phone number and email address on the account, provided my first and last name, and last four of my SSN. I think that's excessive just to change my own banking information to a new bank that's still in my name. Stash has made multiple attempts to withdraw money from the previous account over the past month and have been unsuccessful due to the banking account being closed so I'm not sure what more they need to determine the bank account is closed. I would like for a supervisor/manager to reach out to me not an analyst, I would like my external banking information updated, if this is not an option I take a withdrawal on all funds immediately, close the account and file an compliant with FDIC and see what legal options I have against the company.

  Business Response

  Date: 12/05/2022

  This is in response to Better Business Bureau Case No. ********* 
  
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 2, 2022 . In order to protect consumer privacy, we are unable to provide details of the response.

  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools, ask.*********, or via email 24/7.
  Sincerely,
  Stash Customer Service
  

  
  

• Initial Complaint

  Date:11/22/2022

  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 subcribed to stash *** Dec 07 2021 and a week after i contacted them and asked them to cancell my subsciption and was told it was canceled but they have been making unauthorized withdraws from my cash app account so i would like for them to stop making withdraws from my account and would like my money returned back to my account. Here are all the unauthorized withdraws they made.. 12/07/2021 $15.00 01/21/2022 $9.00 06/22/2022 $9.00 07/18/2022 $9.00 08/21/2022 $9.00 09/19/2022 $9.00 10/20/2022 $9.00 11/21/2022 $9.00

  Business Response

  Date: 03/09/2023

  This is in response to Better Business Bureau Case No. ********. 
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on March 8, 2023
  
  This complaint is PENDING an email response from the customer. 
  
  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools, *************, or via email 24/7.
  Sincerely,
  Stash Customer Service
  
  

• Initial Complaint

  Date:11/21/2022

  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.

  I opened an account with them under my email ********************* Stash sent me an email in April saying if I upgraded my subscription they would give me $40. I upgraded but they never gave me the $40. I emailed support, and they said they couldn't find that offer, could I email them a screenshot of it. I did 3 times and they never replied back, so I went to the app and closed my account. 5 months later, they charged me $9.95 again. I called their 800 number and they said they would put the $9.95 back in my account, but they never did. In October they tried charging me again, but I'd already blocked any future charges with my bank. I then downloaded the app again and was able to log in. It said I had $5 in my account still. I closed the account again and it said I would receive the $5 in **** business days. I never got it either. This company is a scam. They say theysend you offers and never fulfill them, tell you they closed your account but never do and then wait a few months and start charging you again. I want my $9.95 refunded. I want the $5 I also want the $40 I was promised for upgrading my account and was never paid for. Then I want my account closed for real this time and not to be charged again. If they don't then I would like the BBB to help me report their fraudulent activity to the SEC and the **** Thank you.

  Business Response

  Date: 12/05/2022

  This is in response to Better Business Bureau Case No. ********* 
  
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 5, 2022. In order to protect consumer privacy, we are unable to provide details of the response.

  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools, ************** or via email 24/7.
  Sincerely,
  Stash Customer Service
  

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  I subscribed to Stash in March, my email address is *********************************** name is *********************. In April they sent me an email offering me $40 if I upgraded to a premium account. As soon as I upgraded, they took $9.95 out of my bank account and never credited me the $40. I emailed support and attached a copy of the email they sent me. They emailed back stating they "could find no record of such an offer" even though I ATTACHED THE ***** OF THEIR OFFER TO MY SUPPORT TICKET. I then called in & told them if I was not going to be credited the $40 I wanted my account closed. They told me my account had been closed. I heard nothing from them again until September, they tried to charge my account again. My bank declined the charge. They then tried to charge me again in ************ bank declined it again. I redownloaded their app and my account was still open. When I went to close it, it offered me a free month subscription & $9 to invest if I delayed closing my account. Since they already owed me $40 I accepted the offer. They said I'd get the $9 within 3 business days. 5 business days went by & I never received it. On the 6th, it said my account was locked & I had to call customer support. I called on 11/20/22 and they said my account had been closed & sent me a confirmation email stating it was closed and they would not try to charge me again at 4:16pm. At 6:15pm my bank sent me an email stating they tried charging me again. I called back today. The woman I spoke to was rude, obnoxious, refused to transfer me to a supervisor, and should be fired. She said there was a 2nd account open under my social security number, thats why they tried charging me again. I asked for any account they have under my name to be closed and my debit card number removed from their system. She refused to do this without a police report & stated I would continue to be charged. I want the $40 they offered me credited to my card, then any accounts under my name closed.

  Business Response

  Date: 12/05/2022

  This is in response to Better Business Bureau Case No* ********* 
  
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 5, 2022 . In order to protect consumer privacy, we are unable to provide details of the response.

  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools, *************, or via email 24/7.
  Sincerely,
  Stash Customer Service
  

  
  

• Initial Complaint

  Date:11/19/2022

  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.

  I requested a full transfer of funds from stash to another brokerage on October 13th. Stash released only less than half of the funds. After my numerous calls to Stash asking for information about the remaining funds I would be put on hold for 2 to 3 min 10 or more times for eternal hold times with no answer. They refuse to put me through to a supervisor after I have repeatedly asked specifically to speak to one to resolve the issue. They continue to hold my money hostage while charging me a monthly fee, and are now denying the receiving broker that there are still funds in my account when clearly there are. A poor business model with poor customer service.

  Customer Answer

  Date: 12/14/2022

  At this time, I have been contacted directly by Stash regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]Stash only sent a partial transfer of a *************** I had requested a full transfer of. They continued to send dividends of the remaining stocks they did not transfer to the receiving brokerage. I finally closed the account hopin* they would release the money and send it to the receiving broker as previously requested. Not only did they not do this, the money I had in Stash disappeared and has not been accounted for. After multiple fruitless failed atempts of calling to ask to speak to a supervisor regarding the situation I gave up and filed this BBB report.  Issue still not resolved.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 03/30/2023

  This is in response to Better Business Bureau Case No. ******** 
  
  Stash takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on December 16, 2022. In order to protect consumer privacy, we are unable to provide details of the response.

  If you or the customer has questions, please call us at ************** from 9:00 a.m.-5:00 p.m. ET Monday-Friday, or via our self-service tools, *************, or via email 24/7.
  Sincerely,
  Stash Customer Service

  
  

  Customer Answer

  Date: 03/31/2023

  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,
  
  ***************************