Great concept, lousy execution
I was excited when I signed up with Acorns.com, seeing the possibility of building an extra, small nest egg. I went all in. Made a small initial deposit, set up a weekly deposit into the account, listed my assorted credit cards to have charges rounded up with the extra going into my Acorns account and started using their Earn Rewards offers. All seemed rosy. Then I had occasion to contact their customer service and tech support on 2 issues. First was a technical issue where my account pages weren’t loading correctly and giving me error messages. So, from my account I filled out their form and submitted it. I received an immediate reply asking me for screenshots of the errors. I immediately complied. A day later I get another message saying they can’t look into it until I send some info to verify my account. (Why didn’t they ask for that when they requested the screenshots?) So, I immediately sent the info they requested and I got a message back that they would investigate and get back to me in a couple of days. Two days later, I get a message from a different rep explaining he will be looking into the problem and get back to me in a couple of days. A few days passed and nothing, so I responded back to him asking for an update. Silence. A few days later, I write again asking for an update, this time giving them a deadline to get back to me. It is now several days past that and still nothing. Total silence.
I had another issue for customer service. I filled out their form and submitted it. I got an auto-reply saying they’d get back to me in a couple of days. Again, nothing but silence. I responded to them asking for an update. Several days passed and still nothing. Silence. I sent another request for an update, this time again with a deadline to get back to me. As with the other issue, the deadline passed several days ago and total silence.
I would describe their customer service as abysmal, but that would be an improvement. I’m supposed to trust them with all my financial data and investments when they can’t even handle simple functions like reasonable customer service?
My advice to others is to steer clear. These situations have raised way too many red flags. They can’t respond to simple customer support and tech issues, but they can write to me almost daily to push me to get friends and family to sign-up for accounts. Once my earned rewards vest, I’m outta there. Something stinks!
Date of experience: August 10, 2023