Acorns: Invest Spare Change 4+

In shock!!!!!

Ya know, Acorns for the most part is a great idea and useful and user friendly platform for people to invest, bank, and do other things, but I have to say that I just found out that without warning or notice my debit card was cancelled and a new one was ordered all because of. A dispute that I filed about a transaction I had seen that I had no knowledge of. So without calling me or emailing me to let me know the results of my dispute and after I specifically told an employee over the phone I cannot have my card cancelled they without warning did it anyways so now not only do I have to take the hit of the transaction unknown but now I have to endure the bombardment of returned payment fees if all the bills I have set up on autopay through the card that was cancelled. This is a very halfbaked unthought out protocol and I am on the fence of switching to a different investment institution because of this. And it’s not like they expedited the card delivery either, I now have to wait 2 weeks, and that’s business days don’t forget so weekends don’t count for the amount of time I’m waiting. Wouldn’t you rush someone’s card to them seeing how there is no physical bank for acorns and one depends on that debit card to have daily access to the money they worked hard for? So frustrated right now

Transaction Dispute

A fraudulent company accessed my checking account and took almost $1500 from my account in a matter of a few hours. Upon seeing the first charge come out, I called customer support in a matter of a couple of minutes of it happening to implore them to freeze my debit card to stop the charges. I was told I would be sent an email, which I was, with directions. The directions were to log in to my account. Why can’t the person on the phone walk you through what do. I was obviously already logged into the app on my phone; how else did I know that fraud charges were hitting my account. I filed a dispute on the charges. I was told there would be a 10 day investigation with the possibility of a provisional credit depending on what they find. I will change this one-star review if this company actually does the right thing and provide me with the relief that I deserve and their insurance will cover. I hate to say this but I suspect it was an inside job and the same people who are investigating this matter are the ones who perpetrated it. I just received an email stating that I have not responded to their email inquiries (not true) and that they have determined that the matter is resolved on my end and that they have closed the ticket. I can’t believe that after having had $1500 fraudulently taken from account that not one single person from Acorns can give me a call on the phone. I am being treated like I am the criminal. Beware of using this company!

Developer Response ,

We are very sorry to hear about your experience and would like another opportunity to address your concerns. Please contact our support team at: https://help.acorns.com/contact or by phone at (855) 739-2859.

Lack of non automated assistance, a real person would be nice.

I have been attempting to link a new bank account for a few weeks now. I changed banks and now need to link it and remove my old closed account. According to the emails it states that a statement OR a voided check from the old account and one from the new account is necessary. I have sent a voided check from each account, only for it to be denied. I am not sure how you can mess up sending a voided check, it has the same information any check from a bank has, yet for some reason that is not sufficient. I then sent a copy of bank statements, that was not sufficient. The emails are generic with no details of what’s missing. Those two documents are the only thing requested, yet still denied. Talking to a human is difficult and when you do, they will just forward to the verification team, and get back to you in 2-3 business days. Now imagine I needed access to things money for an emergency, with this type of customer service, I would be out of luck. Acorns needs to do a bit better on the customer service front, not everyone wants to deal with the automated chat. It’s only takes you in circles and doesn’t resolve situations such as this. They also have no brick and mortar locations to speak to someone, this is the risk of an online only type account, it relies heavily on customer service, and here it is lacking.

Developer Response ,

We are sorry to hear about your experience and would like to look into this for you. Please contact our support team at: https://support.acorns.com or by phone at (855) 739-2859.