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Business Profile

Financial Services

Personal Capital

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/22/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Capital One has a security feature that prompts when there is anunrecognized device. I am uncertain as to why this security feature prompts me, as I have assessed Capital One's online banking appmultiple times daily. In this regard, I completed a number of transactions last night, 12/21/2022, and received an automated message informing me of this "Youmaxed out your code requests for today. Try again in 24 hours or give us a call at **************. " First of all, I am unsure why my device was not recognized, especially since my username and password were entered correctly. Second, upon calling the aforementioned number, I was told by the representative and manager that the only option was to wait 24 hours to access my account. Here's my problem. I am confused as to why Capital One would implement a security feature that cannot be reset internally. This is beyond a simple inconvenience and more indicative of the company's gross incompetence. Thirdly,I do not reside in a rural area of the state, the nearest Capital One branch is 17 miles away from my residence, which is yet another inconvenience! I do not have access to my funds, nor do I reside near a branch. After the holidays, I will close my account and switch to a more reputable company that understands business practices and can anticipate customer issues, and develop customer-beneficial strategic solutions.

  • Initial Complaint

    Date:12/05/2022

    Type:Product Issues
    Status:
    Unanswered
    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 a promotional offer via mail from Personal Capital; I was offered $200 to participate in a "Complimentary Portfolio Analysis and Proposal". I participated in the portfolio review on 12/15/21. I read the fine print and did everything required to receive the $200. I was told that I would receive the money within 90 days. I still have not received the money and I have contacted Personal Capital by phone and by email (April 16, 2021-no response). I was contacted by Personal Capital by phone as recently as 2 months ago offering me another portfolio analysis; I told the person who contacted me that I had not yet received the deposit that was offered to me and he assured me he would look into it. I have not been contacted since. I am disappointed by this lack of professionalism as I really enjoy their free finance tools and was considering expanding my relationship with them.

    Business Response

    Date: 12/09/2022

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


    We regret to hear that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability.


    Our investigation found that you didnt meet all the requirements to be eligible for the promotional offer, since you didnt have the minimum amount of investable assets stipulated in our Terms and Conditions. However, weve decided to make an exception to pay you the $200.00 promotional bonus,which we will deposit into your Personal Capital Cash account as soon as possible.. If you have any further questions or concerns, please contact Personal Capital at ************ and an agent will be able to assist you.


    Customer Answer

    Date: 12/13/2022

     
    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. I will be awaiting the $200 deposit in my account. I must point out however that I did (and still do) have the minimum amount of investable assets stipulated in the Terms and Conditions.

    Sincerely,

    Amandine Maury

    Customer Answer

    Date: 01/05/2023

    Personal Capital has not followed through. Below is the message they sent me on 12/9. I still have not received the deposit that was promised. I called the number they provided but the agent was not able to help me.
    Thank you for your help,
    *******************


    "**************,

    We regret to hear that you had an unsatisfactory customer service experience. We always strive to address customer issues to the best of our ability.

    Our investigation found that you didnt meet all the requirements to be eligible for the promotional offer, since you didnt have the minimum amount of investable assets stipulated in our Terms and Conditions. However, weve decided to make an exception to pay you the $200.00 promotional bonus,which we will deposit into your Personal Capital Cash account as soon as possible.. If you have any further questions or concerns, please contact Personal Capital at ************ and an agent will be able to assist you."

  • Initial Complaint

    Date:09/27/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Enjoyed Personal Capital for years, in particular because they set things up in the beginning to work with me via email since I cant use a phone. Professional. But now as I try to liquidate they say closing out, unless done by telephone, is not permitted and there is nothing they can do. They say if I ask another mutual fund to request the balance, they can transfer the balance, but originally they could do it themselves without the telephone requirement. Seems unprofessional

    Business Response

    Date: 10/05/2022

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

    At Personal Capital, the security of our clients assets and financial information is one of our top priorities. In order to reduce the risk of our clients becoming victims to fraudsters, we have policies and procedures in place that dictate what steps we must take when we receive certain types of financial requests.  We have worked with you and successfully assisted you with facilitating your transfer in accordance with our internal controls and in a timely manner.

    If you have any further concerns, please contact your Advisor.

    Customer Answer

    Date: 10/05/2022

     
    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.

    I was unaware of the tech or policy limitations of what I was trying to. Personal Capital has been a decent company 

    Sincerely,

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

Personal Capital is NOT a BBB Accredited Business.

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