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:12/21/2024

  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.

  On Dec 18 I sold my ********* stock for $****** . On Dec 19 Stash put ****** in my cash account making the funds available for use. I then initiated a withdraw request for $540.00 leaving the remaining amount of $3.72 in my account. The balance in my cash account after the withdraw request was $3.72 as they took $540.00 from my cash account. On Dec 20 they only deposited $434.82 of my $540 withdraw and my cash account still shows they took the full $540 owing me $105.18 still. I called their customer service and they said they escalated it to someone who could help me and have not heard from anyone about the rest of my money being deposited to my bank. I have made many withdraws and they all match my bank account besides this one transaction. I want the money they stole from me and it will be awful hard to trust this company in the future holding onto my money since they don't seem to care of have any sense of urgency when money is owed to one of their customers from a mistake they made. This should and could have been solved on my first call to them but they instead tried to blame the trading windows which makes no sense because the sale was completed already for $****** and then deposited for me to use in cash account. So my $105.18 is somewhere, but it's not in my cash account on ********************** anymore or in my bank account.

  Customer Answer

  Date: 12/25/2024

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

• Initial Complaint

  Date:12/20/2024

  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 received my first communication email from Stash online investments at the end of November, 2024. They informed me all members would start being charged 3.00 a month for investing with them beginning Dec. 1, 2024. I never signed up, never had the app and never shared my bank info with them. On Dec. 3, 2024 Stash pulled 3.00 from my bank account. I immediately froze my bank account, got a new debit card and changed all of my passwords then contacted them. I received a refund for the 3.00. 3 days later, they tried pulling the money again. I have been dealing with this for over 3 weeks now. They told me my account would be canceled but then they sent me another email saying because I had funds remaining in my stash account they're going to charge me a dollar a month until I linked my external bank account just ask so they can transfer that money and I've tried to tell them I never opened this account I just want to cancel it and deleted and now they're saying that I have funds in there and they're going to charge me a dollar a month maintenance fee until I'm able to remove those funds by linking my bank account. I know I don't have any funds and they're just trying to access my information but like I said they did pull that $3 before and I get a refund and they apologize and then they tried to pull it again so I'm just filing a complaint about them illegally accessing my information somehow and then not assisting me in full and getting this account deleted and the subscription canceled. And I can't access the account because the phone number that they have on file is completely wrong and so I just keep going around and around in circles and so that's what I'm filing the complaint about.

  Business Response

  Date: 12/31/2024

  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 their refund.
  Communication:
  December 26, 2024:
  Stash attempted to reach out to the customer to assist them with their issue (no response). A follow-up email was sent to the customer to inform them that the funds were provided and the account was closed on December 20th, 2024.
  December 27, 2024:
  Stash attempted to reach out to the customer a second time to assist them with their issue (no response). In addition, the customer received a second email informing them that the funds were provided and the account was closed on December 20th, 2024.
  Current State:
  As of today, December 30th 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:12/13/2024

  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.

  Summary for BBB Complaint about Stash Banking Customer: *** ***** Email: *********************** Issue: *** ***** is having difficulty closing his Stash Retire account and accessing his funds. He has tried linking multiple external bank accounts but none are compatible with Stash. He cannot find a way to disable automatic investments and is concerned about his money losing value.Timeline of Events:Dec 5, 2024: *** ***** requested to close his entire account and retrieve his funds.Dec 6, 2024: Stash Support provided instructions on how to close the *** and linked documents requiring specific information. *** ***** advised he does not have a compatible bank account for Plaid and requested a check.Dec 7-8, 2024: Email communication regarding issues with the attached document format and missing information needed to complete the closure process. *** ***** expressed difficulty finding the requested sections within the app/website.Dec 8, 2024: Stash Support offered alternative ways to close the account and access funds, including a linked article with instructions and suggesting a phone call for further assistance.Dec 13, 2024: *** ***** expressed frustration with the process and reiterated his desire to close the account and retrieve all his funds. He informed Stash of a filed BBB complaint and his intention to seek legal **********. ***** is requesting:Immediate closure of his Stash Retire account.Full access to his remaining funds.Additional Information:*** ***** has a Stash Retire account, not a standard banking account.There may be tax implications for early withdrawal from a retirement account.

  Business Response

  Date: 12/18/2024

  This is in response to Better Business Bureau Case No* ********.Background:
  The complaint is in regard to the customer being unable to close their retirement account Communication:
  December 16, 2024:
  Stash attempted to call the customer (no response). A follow-up email was sent to the customer to inform them that they needed to withdraw the funds from the retirement account in order to completely close the Stash account.
  December 17, 2024:
  Stash attempted to call the customer (no response). A follow-up email was sent to the customer to inform them that they needed to withdraw the funds from the retirement account in order to completely close the Stash account.
  Current State:
  As of today, December 17th, 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 available by email at ********************************** and by phone at ************** to assist them. 

• Initial Complaint

  Date:12/12/2024

  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.

  In 2020 I closed my Stash account. At the time, I was told that my new sign up bonus ($5) was the only money on the account, so it could not be transfered, and would be taken back by Stash, but my account would be closed. Today I received an email that my account will be charged for holding money, that I must withdraw. On the stash website, it says my plan is canceled. When I emailed support, they told me I need to open my account again, to add a bank account, to close my account again.

  Business Response

  Date: 12/20/2024

  This is in response to Better Business Bureau Case *** *********
  Background:
  The complaint concerns remaining funds on the stash account.
  Communication:
  December 12th, 2024
  The customer emailed ********************** to inquire about the next steps regarding his account after finding that it was
  still holding money. He was informed on October 13, 2022, that the money would not be released because
  of a promotion that had not been redeemed, and Stash would take back the money.
  Stash responded by telling the customer what to do because the account was not linked to a bank account,
  and we needed them to either update the address or join a bank in order to mail a check.
  December 13th, 2024
  The customer attempted to link the bank but was unable to because the account was marked as being in
  the closing process, and the app did not give them any options.
  Stash asked the customer for the necessary documents to conclude the address update, and the customer
  provided us with their bank statement, and there was a request of the member to please waive the fee for
  the check.
  December 14th, 2024
  Stash asked for the customer's check and told them that, after deducting the check fee, the total will be
  $3.00.
  December 17th, 2024
  Stash informed the customer that the check had been sent successfully and that it would arrive in 710
  business days.
  December 19th, 2024
  Stash attempted to call the customer (no response). The customer received a follow-up email informing
  them that we were attempting to contact them regarding their BBB complaint. In response, they inform
  Stash that after their account is terminated and the check is received, they will close their complaint.
  December 20th, 2024
  Stash attempted to call the customer (no response). The customer received a follow-up email informing
  them that we were attempting to contact them regarding their BBB complaint. The customer acknowledged
  that they received the email including the check details and that the delivery window was clear. They said
  they would get in touch with Stash as soon as they received the check.
  Current State:
  As of today, December 11th, Stash canceled the account with no money left in it and successfully sent the
  check to the address on file. . If the customer is in need of any further assistance or has any additional
  questions regarding their account activity at **********************, our customer serv

  Customer Answer

  Date: 12/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have received the check and the Stash website now states that my account is closed.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:11/09/2024

  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.

  Deposits made into my account for ********************** deposited 09/26/2024 through 10/24/2024

  Business Response

  Date: 11/21/2024

  This is in response to Better Business Bureau Case *** *********
  Background:
  The complaint is in regard to transactions members deposited on their portfolios between
  September 26th and October 24th.
  Communication:
  November 12th, 2024
  Stash attempted to call the customer (no response). A follow-up email was sent to the customer to
  let her know that we were trying to talk to them about the deposit made on the account between
  September 26th and October 24th.
  The customer calls minutes after they receive the email, and Stash advises them they will be
  contacted back; in the meantime, they can reply to the email they received.
  The customer replied back, claiming they were not clear about the reason why the account was
  locked and also requesting to be unlocked in order they can start the transfer for the remaining
  funds on the account.
  November 13th, 2024
  Stash replied to the customer email, explaining we reserve the right to suspend or terminate service
  at any time and informing them they can work with the bank to attempt to pull back any money
  transferred from your bank to Stash.
  The customer claimed the bank does not have the ability to pull back funds and is also still
  requesting more information about the restriction on the account.
  November 15th, 2024
  Stash calls back members to inform them that Stash has decided to keep the account unsupported,
  but they are also informed that they can dispute the transactions with the bank since they should
  be able to start the proper procedure to get the money back.
  After the customer received the information, ********************** asked if the BBB ticket could be closed, and
  they agreed.
  Current State:
  As of now, the customer has agreed to close the ******************** ticket and will be in touch with the bank to
  start the dispute for those *************** of today, November 15th, 2024, the fraud operation team has confirmed that the customers
  account was locked and closed for account handover and remaining funds in the account will not
  be disbursed. Therefore, Stash advised the customer to contact their external bank institution to
  dispute the funds. 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:10/28/2024

  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 received an email stating that I was charged $1 for a subscription service to Stash. I immediately emailed them and said that I had no idea who they were and to please delete the account associated with my email address since I did not sign up for anything. They said in order to remove my account, which I believe to be opened fraudulently, I would need to provide them with my DOB and SSN. I refused to do this and they apparently refuse to remove the account without me sending them that information. If the financial company is legitimate, this is a complete invasion of my personal data privacy and they should know this.

  Business Response

  Date: 11/11/2024

  BBB
  This is in response to Better Business Bureau Case No #********
  Background:
  The complaint is in regards to Stash charging the monthly subscription fees however the customer
  stated they never created the account.
  Communication:
  November 8, 2024
  Stash attempted to call the customer (no response). A follow up email was sent to the
  customer to confirm more information to locate the account to proceed with the closing.
  The customer provided no response.
  November 11, 2024
  Stash attempted to call the customer once again (no response). A follow up email was sent to
  the customer to confirm more information to locate the account to proceed with the closing and
  requested a screenshot to provide further assistance.
  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 not able to verify or locate the
  customer account. If the customer is in need of any further assistance or has any additional
  questions, our customer service team is available

  Customer Answer

  Date: 11/13/2024

  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 have no obligation to answer unsolicited phone calls. I have no ties with your company. You have emailed me and marked as "no response". I have responded to your email and have already provided my reasonable request to delete the fraudulent account. Please do so.

   

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 11/21/2024

  We were able to locate the account opened fraudulent using *** ***** information. The account has been closed and locked from ever being opened again. *** **** should also take steps to protect his identity from further fraudulent activity if he has not done so yet.

• Initial Complaint

  Date:10/14/2024

  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 closed my account. But there are still charges appearing. They refuse to fix instead trying to get me to go to my bank even though they are charging me.

  Business Response

  Date: 10/28/2024

  This is in response to Better Business Bureau Case No. ********. 
  Background:
  This complaint is in regard to the customer seeing subscription fee charges on their external debit account after closing their Stash account and expecting not to be charged any longer.
  Communication:
  October 12th, 2024
  The customer initiated the investigation with us claiming we were still charging them for their subscription even though they had closed their Stash account in July of 2024.
  Stash attempted to locate the charges so we could refund them and identify why they were charged. We were unable to locate any charges for the amount in question in the customer's account.
  October 17th, 2024
  We attempted to reach out to the customer after receiving the ******************** complaint. We were unable to contact them via phone and sent a follow up email. 
  October 22nd, 2024
  The customer contacted us back with screenshots of the charges they were seeing on their bank account.
  We investigated further.
  October 23rd, 2024
  Senior manager contacted the customer explaining that the charge was not for their closed Stash subscription and is most likely for a potential family member on file at Stash. The customer contacted back stating he had not opened an account for anyone else.
  October 24th, 2024
  Senior manager responded trying to get confirmation as we are near positive that this is a case where a family member is signed up with a joint card on file and this has been forgotten. No answer from the customer.
  Current State:
  As of October 24th, 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 available by email at ********************************** and by phone at ************** to assist them.
  

• Initial Complaint

  Date:10/06/2024

  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.

  I invested 200$ in tesla, and directly after doing so my account was locked, I have reached out multiple times to send documents requested by them, they continue to tell me to log into my account to do so. I have attempted to do so multiple times, and no longer have the phone number linked to that account, I have reached out and requested multiple tones to have that changed and have not received assistance doing so. I have requested the amount i invested be returned by check or deposit to current bank account, explaining that the account I had linked 2 years ago is CLOSED and the holder of that account has passed away, so there is no way possible to get that information regarding the account information. I just want my money returned and to be threw with this headache with this company

  Business Response

  Date: 10/16/2024

  This is in response to Better Business Bureau Case No. ********
  Background:
  The complaint is in regard to the customer being unable to receive the funds from their
  account.
  Communication:
  October 16th, 2024
  STASH attempted to contact the customer (no response). A follow-up email was sent to
  the customer to inform them that ****************** has decided that they will no longer support their
  account; details of our review are proprietary, and therefore no additional information can
  be released at this time.
  STASH recommended to customers so they can reach out to their banking institution to
  work with them to dispute the remaining funds in the account, since we were unable to
  confirm the ownership of the external bank account from which the funds were transferred
  into STASH.
  Current State:
  As of today, October 16, 2024, since the customer didn't answer or reply to any of the
  emails previously sent, 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 avail

• Initial Complaint

  Date:08/13/2024

  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.

  Stash has a referral bonus to sign someone up, fund their account, and you both get 20 in stocks. My referral signed up through the text message sent by stash, and funded his account twice. When I messaged stash I was linked to the how to refer FAQ.

  Business Response

  Date: 08/27/2024

  Stash's response to this BBB Complaint is attached and the info contained has already been shared with the customer.

• Initial Complaint

  Date:07/20/2024

  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.

  My funds were entrusted to Stash.com, and it is their responsibility to ensure their safekeeping and accessibility. Despite Stash's assertion that it can be trusted my funds are being held by m Their recommendation to contact them has been nothing but cirlces since June, my efforts to retrieve my funds from have been fruitless. This situation has caused me undue stress and financial hardship, as I am unable to access my hard-earned savings and support my family in time of need. I demand immediate action from the company to either release my funds. This situation is horrible in a really crucial moment in my life . **************** says the situation is bring redirected to higher but still getting no help. I've talked to at least 8 different representatives and its getting frustrating. I have over 8000 in this account and have been loyal for over 6 years. Was told 10 days my money would transfer to my external bank account then 4 days, then 5 day. Now all of a sudden they ask me if I want to send a check when I specifically asked to transfer via bak account. It is now July 20th and I keep reaching a dead end . I want my account closed and funds received.

  Customer Answer

  Date: 07/31/2024

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