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:01/28/2025

  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 closed an account with stash in 2018 (to my knowledge). After 2 years I started receive statements via email but the messages were directed to the spam folder so I was unaware. After noticing recently, I asked my account to be closed. They informed me that I had a positive balance of $1.05 and this would mean I owed $1 per month in maintenance fees. I havent interacted with this company in more than 5 years, and I was never told that my account had a balance. My objective is to have the account closed.

  Business Response

  Date: 02/06/2025

  This is in response to Better Business Bureau Case No. ******** .
  Background:
  The complaint is in regard to the customer being unable to close the ********************** account.
  Communication:
  February 4th, 2025:
  Stash attempted to call the customer (no response). A follow-up email was sent to the customer
  to inform them that the account was in still in closing process due to an interest payment.
  The remaining funds were sent via check and the account was closed.
  February 5th, 2025:
  The customer replied to ********************** email asking for a confirmation that they dont owe a
  maintenance fee.
  Stash replied to the customers email, confirming that the account is completely closed and that
  they dont owe any maintenance fee.
  A confirmation number was provided.
  February 6th, 2025:
  Stash attempted a second call to the customer to assist with their issue (no response). In
  addition, the customer received a second email informing them that the account is closed and
  that there's no pending maintenance fee.
  Current State:
  As of today, February 6th, 2025 Stash has informed to the customer that the account is closed and that
  theres no pending fee. 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:01/27/2025

  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 12/23/24, Stash made an unauthorized $3 charge to my externally linked bank account. I contacted ********************************** on 12/24/24, requesting an immediate refund and inquiring why my account which I believed was closed in October 2019was still active.Stash support informed me that my personal portfolio account was stuck in the closing process due to a connection issue preventing a $1.50 balance transfer. They promised to cancel my subscription and refund the $3 as a goodwill gesture. However, as of 1/27/25, I have not received the refund, despite multiple follow-ups.Although Stash sent the $1.50 balance to my bank on 1/14/25, it somehow resulted in a negative $1.50 balance, which they later corrected. Despite repeated assurances that my account was being closed (on 1/10/25, 1/22/25, and 1/23/25), my account remains open.I have repeatedly requested account closure, yet ********************** continues to delay the process. On 1/27/25, I also requested to speak with a FINRA-licensed supervisor (Series 9 & 10) for assistance. A ***** licensed supervisor has not responded to me yet. If this issue is not resolved promptly, I will escalate my complaint to FINRA regarding Stashs refusal to close my account.I request an immediate refund of my $3 and final closure of my Stash account with access to formal documentation clearly showing my account has been closed.

  Business Response

  Date: 02/07/2025

  This is in response to Better Business Bureau Case No. ******** .
  Background:
  The complaint is in regard to the customer being unable to close the account and receive a
  refund.
  Communication:
  February 4th, 2025:
  Stash attempted to call the customer (no response). A follow-up email was sent to the customer
  to inform them that in order to move forward we needed to confirm that the address on file was
  correct.
  The customer replied back to ********************** email confirming the address and asking to shut down the
  account.
  ********************** replied back to the members email letting them know that due to the bank not being
  connected anymore a check would be cut instead.
  The member replied back requesting the account closure once again.
  February 6th, 2025:
  Stash informed the customer that a check has been sent, please allow 7-10 business days for the
  check to arrive, Stash in addition mentioned that will contact the customer as soon as the
  account is completely closed.
  February 7th, 2025:
  Stash tried calling the customer again to let them know that the account was now formally
  canceled and that they would be receiving a PDF file as confirmation. Furthermore, Stash
  confirmed that the check had already been sent.
  Current State:
  As of today, February 7th, 2025 Stash has informed that the check has been sent, please allow 7-10
  business days for the check to arrive in the mail and a confirmation was provided that the account is
  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: 02/08/2025

  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:01/24/2025

  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 1-2-25, I was notified via email that Stash (a company I had previously done business with) charged me for my Stash annual subscription fee of $32. I did not authorize this charge, did not request their services, and had not used their website for a good ***** months. When I no longer wanted to use Stash, I withdrew all of my funds and closed my account (or so I thought). On 1-3-25, I wrote Stash back and asked them refund my money and officially close the account. On ******, I received a message back stating that "they have started the process to close your Stash account. The entire process takes ***** days". That same day, Stash sent another email asking that I link my account. I replied and asked them again to refund my money. Later that day, I received another email stating that "All scheduled fees have been canceled. Your payment of this subscription fee will be prorate and refunded to your account".On ******, my bank notified me that Stash had deposited $0.13. The same day, I received an email asking me to link my bank account.On ******, I received an email that my account was closed. "Please note, it may take 3-5 days for the funds to be transferred to my external account". The same day, I received another email that my $32 has been refunded and I should see it in 1 business day.On 1-21-25, I followed up to see where the funds were as they had not yet been deposited to my account. I received a response asking that I link my bank account so they can process the refund. I reminded Stash that they took the funds from my account, please put it back where they got it from. To date (1-24-25), I have not received a refund from them. I did not sign up for these services. I did not authorize the withdraw of funds from my bank account.

  Business Response

  Date: 02/07/2025

  Stash is currently adding funds to the customer's closed account and sending a check to the confirmed address from the customer. This will take some time but the check will be sent as soon as possible.

  Customer Answer

  Date: 02/08/2025

  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.  I have confirmed my home address with ****** at STASH on 2-4-25.  If the check is not received by 4-1-25, I will be filing another complaint with the BBB as this is the only way that I have received communication from STASH.  I appreciate the help of the BBB!  
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/22/2025

  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.

  My New York Life broker submitted the required documents to transfer my retirement portfolio from Stash to New York Life. **** continues to decline the request. We've called, doing a three way with the broker, myself and Stash. We called twice, I called three times. This has been going on since September. We've emailed.Stash said they don't have a request, but yet they send emails stating they need more documents, or resubmissions of the same documents in regards to said non existent request.I've verified my identity and my request to transfer the funds to New York Life. I've provided a wet signature as requested. ************* has submitted documents multiple times.They have my money hostage, as with all the other complaints, for three months now. This is sick. 600 complaints all for basically the same reasons? Holding money, not closing accounts, and continuing to take fees. I will NOT accept nor tolerate this behavior from a financial institution.

  Business Response

  Date: 02/04/2025

  This is in response to Be er Business Bureau Case No. ******** .
  Background:
  The complaint is in regard to the customer being unable to transfer their assets to a
  di?erent brokerage firm.
  Communication on:
  January 24th, 2025:
  STASH attempted to contact the customer. Explained that we haven't received any ****
  communication on from their contra broker.
  Information on on how to start the **** process was provided. In addition on Stash advised
  the customer to forward the information on to their new brokerage firm so we could assist
  them with this process.
  Account number was provided.
  In order for us to help them begin this procedure, the customer copied the licensed
  agents from the contra broker into the email.
  January 27th , 2025:
  STASH performed an a empt to email the customer to inform them that we have not
  received a response.
  Also we asked if they would s ll like to continue with the **** process.
  Current State:
  As of today, February 3rd, 2025, The customer has not replied to the emails or contacted Stash. At
  this time we will mark this case as resolved. If the customer is in need of any further assistance or
  has any additional questions, our customer service team is available by email at ************************************************************
  and by phone at ************** to assist them.

• Initial Complaint

  Date:01/22/2025

  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 want to cancel my Stash account because I found other sources of investing that I want to concentrate on. I tried to transfer my Stash account to my ******* ****** account on 5/23/2024, but they refused to do the transfer. Then on 10/23/2024 I try to do another Stash account transfer to my E-trade account, once again they denied the transfer. I called them after the transferring was decline in October 2024 to close the account for good, but I was told that they will send me a cancelation confirmation email and that all remaining funds will be deposited in my checking account on file. I called Stash a second time to close my account again in December 2024, but I was always given the runaround. There is never a Supervisor to speak with. I asked when they will be closing my account,..they said everything is forwarded to the "Backoffice", which you cannot contact. They repeatedly withdraw monthly fees from my STASH account even though I ask them to close my account. This is a scam/ripoff, and illegal!.....I asked them, what does it take to close the account?........but like always, I was not able to get a straight answer or time frame whatsoever! They are extremely evasive. Is now January 2025 they have not closed my account, I have not received an email confirming when my account is going to be close, neither a refund of the remaining funds I have on my STASH account.

  Business Response

  Date: 02/05/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is in regard to the customer being unable to close their account
  Communication:
  January 31st, 2025:
  The client contacted Stash to ask for their account to be closed.
  In order to unlock her account and start the closing procedure, Stash forwarded the request to
  the brokerage team.
  The customer received an email from ********************** informing them that the account was being closed.
  They estimated that this entire procedure could take up to 10 business days to complete.
  February 3rd, 2025:
  Stash attempted to call the customer (no response). A follow up email was sent to the customer
  informing them that the account was being closed and that the remaining funds will be moved
  to the external bank that was on file.
  February 4th, 2025:
  Stash attempted a second call to the customer (no response). A follow up email was sent to the
  customer to inform them that the account is now completely closed. And that the funds were
  sent.
  Current State:
  As of today, February 4th, 2025 Since the customer has not replied to any of the emails, 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:01/15/2025

  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.

  I had shares that sold for Data Defenders total for ******, Water of the world ******, Foreign Heavy Weights ****** on December 27th I was supposed to have the money placed in my bank account after 5 days have not received it. I did let them know with a text on their site about 4 days . I have not heard anything from them.

  Business Response

  Date: 01/29/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is in regard to the customer being unable to receive sale proceeds from
  Data Defenders, Foreign Heavyweights and Water the World.
  Communication:
  January 24, 2024:
  Stash attempted to call the customer (no response). A follow-up email was sent to the
  customer to inform to the member that the stock that they sold on December 27th,
  became available to transfer on the next business day due to *** regulations. This is not
  a stash regulation but one the *** requires for every sale of an investment. We confirmed
  that the member transferred funds to the bank on file on January 18, 2024.
  January 29, 2024:
  Stash attempted to call the customer (no response). A follow-up email was sent to the
  customer to inform to the member that the stock that they sold on December 27th,
  became available to transfer on the next business day due to *** regulations. This is not
  a stash regulation but one the *** requires for every sale of an investment. We confirmed
  that the member transferred funds to the bank on file on January 18, 2024.
  Current State:
  As of today, January 29, 2024, since the customer has not replied to any of the emails,
  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 availabl

• Initial Complaint

  Date:12/31/2024

  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 stole my money and invested it then froze my account at gave me $22.00 I have proof they took it out of my investments account and no resolution just closed my account almost two weeks after I asked them to close it there was three transactions for over 1000 dollers adding up to almost 6000 this is years later after my stocks grew .

  Business Response

  Date: 01/14/2025

  BBB Write up
  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is in regard to the customer missing funds from their account.
  Communication:
  January 10, 2025:
  Stash attempted to call the customer (no response). A follow-up email was sent to the customer
  to request their bank statement showing the debits transferred over to Stash.
  January 13, 2025:
  Stash attempted a second call to the customer to assist with their issue (no response). In to guide
  the customer to upload the correct bank statement.
  Current State:
  As of today, January 13, 2025 Since the customer has not replied to our latest email, 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:12/31/2024

  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 am writing to formally address an ongoing issue with Stash, which has persisted for over two to three months. My primary concern involves the inability to close my account and retrieve my funds:Account Closure Difficulty: After deciding to close my Stash account due to diminishing returns, I sold all my stocks with the intent to withdraw my money. However, my attempts to link eligible bank accounts for transfer have failed.Check Request Issues: Following unsuccessful bank transfers, Stash advised me to request a check by filling out a form. Despite submitting this form, I have received no clear feedback on any errors or omissions, leaving my request in limbo.Communication Barriers: Communication with Stash has been problematic. Phone numbers listed by Stash are flagged as spam by my service provider, complicating direct contact. Moreover, language barriers have further hindered resolution until very recently, when I was informed I might receive an email from a supervisor in 1-2 days regarding my form.This prolonged and frustrating ordeal has left me unable to access my own funds, causing both financial strain and significant inconvenience. I urgently request your assistance in facilitating a swift resolution to:Clearly communicate what, if anything, is incorrect or missing on the check request form.Expedite the process of closing my account and securing my funds.I appreciate your immediate attention to this matter and look forward to a prompt and effective resolution.Sincerely,*** ***** *********************** ************

  Business Response

  Date: 01/14/2025

  This is the second complaint on the same issue for this Stash customer. A senior manager on the team has just reached out to resolve this with the customer as soon and as easily as possible. Once the customer sends back a signed form provided for them we will get them the money they are owed in an overnight check paid for by Stash. 

• Initial Complaint

  Date:12/23/2024

  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 Financial:I closed my stash account back in Jan 2023 after getting the app in December 2022. I purchased a $3 subscription to allow for more informed trading but chose to leave the platform shortly after joining. After closing my account I realized they quietly started charging me a monthly subscription still, this continued and I tried to cancel the subscription back in April 2023 and nothing changed. Looking back in the app I see that there are many month s where I was secretly double charged for a subscription after I had closed my account. I reopened ********************** back in November of this year and was able to cancel the subscription but I am still missing the money they kept charging for my subscription. Each charge = $3 Dates of charges Dec 2022 - October 2024 Months of double charge: Feb 2023, June 2023,July 2023, September 2023, October 2023

  Business Response

  Date: 01/06/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is in regards to Stash overcharging the monthly subscription fees, focusing
  on the customer stating the account was closed.
  Communication:
  January 2, 2025
  Stash emailed the customer to inform them of our findings about the account investigation
  and the refund they had requested due to the overcharge.
  January 3, 2025
  Stash attempted to call the customer (no response). The customer received a follow-up
  email to confirm that the $21.00 reimbursement for the overpayment on their account had
  been issued. The customer provided no response.
  January 6, 2025
  Stash attempted to call the customer once again (no response). A follow-up email was
  sent to the customer to confirm the refund was granted and transferred to their bank
  account. The customer provided no response.
  Current State:
  Customer has not replied to the emails or contacted Stash. At this time there is no further
  action needed. With the information provided, Stash was able to concede the refund and
  transfer it to their bank account. If the customer is in need of any further assistance or
  has any additional questions, our customer service team is available 

• Initial Complaint

  Date:12/23/2024

  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.

  I have been a customer with ********************** for 7 years, but the competence of their customer service has declined significantly in the last year. They closed my bank account without consent at the end of November 2024 when I sought to have my custodial account closed. I told them that I was not going to renew my service, but they charged me the $97 subscription fee on 12/3/2024. They promised to refund it and claim to have refunded it to my *** account, but *** confirms they did not receive the charge back credit. They they charged me another $97 on 12/11/2024 and claim to have charged it back, but again, *** has not received that. I have asked *** to dispute the charges, but I am still out $194. I have called four times to resolve this and they have been incredibly unhelpful and condescending.

  Business Response

  Date: 01/06/2025

  This is in response to Better Business Bureau Case No. *********
  Background:
  The complaint is in regard to a refund request.
  Communication:
  January 3rd, 2024:
  Stash called the customer. They did not want to discuss the issue much because they
  had already settled it with their external bank, and the client confirmed that the funds had
  been received upon account closure. They expressed their disappointment concerning
  how our customer service has decay within the past year.
  Stash provided a brief explanation for why her Stash Bank account was closed following
  the closing of their Custodial portfolio. We informed the member that we had an ongoing
  issue that we were able to remedy.
  January 6th, 2024:
  Stash sent an email with the recap of everything discussed within the call.
  Current State:
  As of today, January 6th, 2024, 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 Stash, our customer service team is availa