Complaints
Customer Complaints Summary
- 71 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/18/2025
Type: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.
Betterment offers a referral bonus. They stipulate that if you refer a friend and the account is funded within 7 days, you, as the current customer, will receive a boost to your cash account APR. This boost is good for 3 months and is up to $150,000. I referred a friend, and the account was funded; however, I received no notification from Betterment. I contacted them with my concerns and was told that I would receive a response within 2-3 business days, which was 2-3 weeks ago! I attempted to contact them again, had the issue escalated to a supervisor, and was told again that the escalation process takes 2-3 business days. The lack of customer support and fraudulent advertisement regarding the referral process is extremely frustrating. I am looking to increase the cash account's APR for 3 months.
Business Response
Date: 11/25/2025
Dear REMOVED,
Thank you for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding your experience with our referral promotion. We are sorry to hear that your experience on our platform did not meet your expectations.
On November 3, 2025, you reached out to our support team regarding the referral promotion and the 0.50% APY boost not being applied to either your account or your referrals account. Due to an unusually high volume of inquiries during that period, our response time was longer than usual.
On November 18, 2025, our team responded to confirm that we had manually applied the 0.50% APY boost to both your account and the account of your referred friend. The promotional rate was applied for the period of November 18, 2025, through February 18, 2026.
The 0.50% APY boost has now been successfully applied to your account, and you may view it by navigating to Earn Rewards > Earned Rewards within your Betterment account.
At the moment, the standard APY is 3.50%. With the referral boost applied, your total APY is currently 4.00%. Please keep in mind that while the standard APY is subject to change, the 0.50% promotional boost will remain in effect for the full 92-day promotional period.
We apologize for any inconvenience this situation may have caused and thank you again for your understanding.
Best regards,
Betterment LLCInitial Complaint
Date:11/05/2025
Type: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.
I am the executor to an estate and trying to withdraw funds from Betterment online investing. They have slow rolled this process for months and I finally made a transaction to move the fund and the funds did not arrive. It has been weeks and they will not respond to my emails. I know the right account was provided as I received the test transactions.Business Response
Date: 11/18/2025
Dear REMOVEDyou for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding your experience with our Estate process. We are sorry to hear that your experience on our platform did not meet your expectations.
After a thorough review of your case, we can confirm that all required estate claim documentation was submitted, and your request to proceed with the withdrawal was initially approved. However, during a temporary reassignment of your case, a miscommunication regarding account requirements resulted in an additional verification request, leading to an unintentional delay in disbursing the funds. Once the issue was identified, your original Operations associate collaborated with our Legal team to complete the necessary review, and the withdrawal was subsequently approved to the account we have on file.The funds were successfully transferred to your account on November 7, 2024, and confirmation of receipt was provided at that time. The matter has since been fully resolved.
We sincerely apologize for the delay and the inconvenience this caused during the estate settlement process. We appreciate your patience and understanding while we worked to ensure proper handling and release of the funds.
Betterment LLCCustomer Answer
Date: 11/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
REMOVED
Initial Complaint
Date:10/22/2025
Type: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.
I have asked Betterment on multiple occasions to cease contact with me via email, and I continue to get statements from them. I do not have any accounts with them and therefore shouldn't be receiving any statements. Please remove my email and other contacts immediately from your system and never contact me again.Business Response
Date: 11/03/2025
Dear REMOVEDyou for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB). We appreciate the opportunity to address your concerns regarding continued email communications and account statements.
According to our records, you opened a Betterment REMOVEDaccount in June 2025. Following the return of your initial deposit by your external bank, the account was locked and subsequently closed due to operational and security concerns. This action was communicated to you in June 2025 and, at that time, Betterment confirmed that you would no longer have access to services through the platform.
Upon receiving your complaint on October 22, 2025, we conducted a review of your account and identified that a remaining balance of $0.39 was still present. In accordance with applicable financial regulations, Betterment is required to issue periodic account statements for any account that maintains an active balance, regardless of the amount. This remaining balance is what triggered the continuation of statements.
On October 29, 2025, Betterment initiated a transaction to complete the account closure process. We can now confirm that your account is fully closed and that no further statements or communications will be sent to you.
Betterment LLCCustomer Answer
Date: 11/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED. Can you explain the $.39?
Sincerely,
REMOVED
Initial Complaint
Date:08/20/2025
Type: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.
Someone else was able to sign up for an account with my email address and their phone number. This should be impossible as they never even verified my email address, how did they get that far into the account setup?Business Response
Date: 08/28/2025
Dear REMOVEDyou for reaching out via the Better Business Bureau. We appreciate the opportunity to respond to your concern regarding the use of your email address in connection with an attempted Betterment account signup.
Following a thorough review, we can confirm that there is no active Betterment account associated with your email address. Our internal investigation determined that your email was used as part of an attempt to create multiple Betterment profiles. The perpetrator likely obtained your email address through public sources or other means. These attempts were unsuccessful in establishing functional accounts and were immediately flagged by our systems.
To address the situation, our team has taken steps to remove your email address from any incomplete or inactive profile attempts. This action is part of our routine effort to maintain the security and integrity of our platform. Please rest assured that this activity has no impact on your personal information or account security.
No action is required on your part, and you may safely disregard any signup emails you may have received. If you have any further questions or would like additional assurance, please do not hesitate to contact us.
Betterment LLCInitial Complaint
Date:08/20/2025
Type: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.
These people, have gotten my personal information illegally. buying it from a third party. And are soliciting to me, like i am a current customerBusiness Response
Date: 08/28/2025
Dear REMOVEDyou for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding the use of your email address in connection with an attempted Betterment account signup. We appreciate the opportunity to address your concerns.
Following a thorough review, we can confirm that there is no active Betterment account associated with your email address. Our internal investigation determined that your email was used as part of an attempt to create multiple Betterment profiles. The perpetrator likely obtained your email address through public sources or other means. These attempts were unsuccessful in establishing functional accounts and were immediately flagged by our systems.
Please be assured that your information was not obtained through any purchase or third-party acquisition by Betterment. Additionally, the activity in question does not pose a risk to your personal data or account security. Our team is in the process of removing email addresses from these incomplete and unusable profiles to ensure no further communications are sent.
No action is required on your part, and you may safely disregard any Betterment-related messages you may have received. If you have additional questions or require further support, our team is available to assist.
Betterment LLCInitial Complaint
Date:08/04/2025
Type: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.
Three months ago I attempted to add an external account to transfer money out of Betterment. Upon doing so my account was frozen and I was told I need to upload documents to verify my identity. I did so immediately and the system said it would take up to 3 days to validate the data. Its now been THREE MONTHS of my money being frozen and inaccessible. I've contacted the bank by phone and email dozens of times and gotten nowhere. Every agent just says the same thing "I don't know why its not been released, I'll pass it on to my ops team". Ive asked to speak with supervisors, the legal department, the ops team, etc with no success. I have no choice but to pursue legal action to get my money.Business Response
Date: 08/14/2025
Dear REMOVED,
Thank you for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding your account access. We are sorry to hear that your experience on our platform did not meet your expectations.
According to our records, you signed up for a Betterment checking account on June 10, 2025. Your application was approved following receipt of the required documentation submitted through our processing partner, REMOVED. However, due to a system error, your account remained locked despite the review being completed. We acknowledge your account has not been available for an extended time, and we apologize for the error. We recognize the importance of timely access to your funds and again sincerely apologize for the delay and any disruption this caused.
Please know that we continue to investigate the underlying system issue to prevent similar occurrences in the future. Additionally, we are reviewing our internal escalation procedures to reduce delays and improve communication between departments.
We sincerely apologize for this delay and the inconvenience it caused. As a gesture of goodwill, we are applying a Satisfaction Guarantee where your investment account will be managed free for 90 days.
Betterment LLCCustomer Answer
Date: 08/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:While Betterment has restored access to my account, they have failed to appropriately compensate me for damages incurred as a result of their failure to provide timely access to my funds as they obligated to under numerous industry rules and regulatory standards. Attached is a letter that I have sent their legal department seeking appropriate compensation.
Sincerely,
REMOVED
Initial Complaint
Date:06/10/2025
Type: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 deposited a flexible spending account check from my FSA via mobile deposit $2,396.22. The only confirmation I received was that my deposit has been initiated. It wasn't until hours later that I could see the deposit in my account and the availability of the funds date. According to Betterment account opening details, I should have received confirmation of the deposit, and I should have known the date it would be available prior to completing the deposit. I contacted customer service, and the REMOVEDwas unable to explain to me why this happened. I asked to speak with a manager and was told there is NO OPTION to have a manager call me, my ONLY option is to have my concern heard and responded to via email. This is completely unacceptable to only be able to send and receive emails when needing to speak with a supervisor. There is no reason for a check from my FSA to be held for several days.Business Response
Date: 06/16/2025
Dear REMOVED,
Thank you for contacting Betterment LLC (Betterment or the Firm) via the REMOVED(BBB). We appreciate the opportunity to address your concerns regarding the mobile check deposit to your Betterment Checking account and the lack of phone support.
On June 9, 2025, you deposited a Flexible Spending Account (FSA) check for $2,396.22 via mobile check deposit to your Betterment Checking account. At the time of submission, the deposit was marked as initiated, which confirms that it had been received for processing. Confirmation of the deposit status and estimated funds availability was subsequently made available in the Betterment mobile app and via email. The availability date was provided as June 16, 2025. This is consistent with our standard mobile check deposit timelines, which may include a hold period of up to seven business days depending on the nature and amount of the deposit.
We understand you were dissatisfied with the lack of immediate clarity regarding the funds' availability and sought to escalate your concern by speaking with a supervisor. As the agent communicated at the time, escalations to our Operations team are typically handled via email to ensure secure and documented communication. We regret any frustration this caused, especially given your preference for a phone conversation to discuss sensitive account information.
Shortly after your initial outreach, a member of our REMOVEDTeam responded to your inquiry via email with additional context about our mobile check deposit policy. Your request to escalate the issue to our Operations team was also honored, and we followed up accordingly.
We appreciate your feedback and are sorry that your experience did not meet your expectations. Betterment is committed to delivering a high level of transparency and customer support. Your experience has been shared internally to help improve our service going forward.
Betterment LLC
cc: Better Business BureauInitial Complaint
Date:05/20/2025
Type: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 recently opened a checking account with REMOVED. I had to report a withdrawal that I did not recognize. As a result of this I also asked for a supervisor call back. The day before the money was supposed to be placed back in my account REMOVEDput a restriction on my account and I couldnt access anything. I called on 5/20/2025 spoke to a representative and basically got no resolution. I received an email from someone named REMOVEDasking about a deposit/ stop payment. Turns out REMOVEDdid not properly state why he was reaching out, he was incorrect in asking about a deposit and/or stop payment it was the withdrawal that I had already given a through explanation for when I called about this initially. I explained that I dont do business regarding my personal finances over email and requested a call if there are questions. Despite call REMOVEDmultiple times this person has not returned my call or responded to my email that he will call me.Business Response
Date: 05/28/2025
Thank you for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding your Betterment Checking Account. We are sorry to hear that your experience on our platform did not meet your expectations.
On May 2, 2025, a withdrawal in the amount of $2,762.06 was initiated from your Betterment Checking account. On May 14, 2025, you contacted Betterment Support to report this transaction as unauthorized. During your call and subsequent interactions, you expressed a strong preference for follow-up via phone rather than email and raised concerns about delays in communication. We understand the importance of timely, clear updates and regret that your expectations were not met in this instance.
After receiving your report, our team escalated the matter to REMOVEDbank, our partner institution that processes all ACH transactions for Betterment Checking accounts. On May 16, 2025, REMOVEDcompleted its investigation and confirmed that an error had occurred. A credit in the full amount was issued to your account that same day. During this time, your account was temporarily restricted as a precaution while the matter was under review.
Per our suggestion and to address any security concerns, you updated your login credentials on May 20, 2025, and your account access was restored. Our team followed up to confirm that the credit had been applied and to offer additional support if needed.
While we are pleased that the issue was resolved and the funds returned to your account, we recognize there were aspects of the experience that could have been clearer. The processing of the dispute followed standard procedures through our banking partner, but we understand that the communication did not fully align with your expectations. We appreciate your feedback and are using it to assess how we handle time-sensitive matters, particularly when a customer requests a specific mode of communication.
If there is anything further we can assist you with, please dont hesitate to contact us.
Betterment REMOVEDCustomer Answer
Date: 06/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:Betterment offers no opportunity to speak with anyone other than a customer service REMOVEDresentative. If the REMOVEDis unable to assist the only option is for the REMOVEDto open a ticket which then someone will reach out to you via email. Betterment expects their customers to converse via email regarding personal financial matters which is unacceptable and not a secure way of communicating with any financial institution
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED
Business Response
Date: 06/16/2025
Dear REMOVED,
Thank you for sharing your concerns regarding Betterments communication protocols. We appreciate the opportunity to address your feedback.
At Betterment, the security and privacy of our customers financial information is our highest priority. While we understand the desire to speak directly with a representative beyond our Customer Experience (CX) team, our current process is designed to ensure that all inquiries are handled efficiently and securely. When further escalation is needed, our CX team opens a ticket so the appropriate internal team can review the matter and respond via secure email.
We recognize that email communication may not always feel ideal for sensitive topics. However, our responses are sent from secure systems and in compliance with industry standards, allowing us to provide detailed and documented support tailored to each case.
We are committed to improving your experience and will ensure your concerns are shared with the appropriate teams.Sincerely,
Betterment LLC
cc: Better Business BureauInitial Complaint
Date:05/19/2025
Type: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.
Betterment recently acquired REMOVEDa subsidiary of REMOVED. During this time my REMOVEDaccount was closed and transferred to Betterment. I had a REMOVEDaccount with REMOVEDvalued at $38,000-$40,000 depending on the day.I claimed my Betterment account and it shows that I only have one account with them valued at $0.67. I reached out twice to their customer support email address wondering how the process works with transferring retirement accounts from Ellevest and I am curious where my money is since I no longer have access to my REMOVEDaccount. On both occasions I received robo responses that did not address my issue, with no attempts to follow up with me. I am scared that my retirement investment was lost with Betterments acquisition of REMOVEDand was reassurance that my money is safe.Thank you!Business Response
Date: 05/23/2025
Thank you for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding the status of your REMOVEDassets following Betterments acquisition of REMOVED. We are sorry to hear that your experience did not meet your expectations, and we appreciate the opportunity to provide clarification.
As part of the transition process, account claim emails were sent to former REMOVEDclients, including yourself. These emails contained instructions on how to claim your new Betterment account and initiate the transfer of your retirement assets.
On May 17, 2025, you reached out to our Customer Experience team inquiring about the location of your REMOVEDfunds, previously held with REMOVED. You noted that after claiming your Betterment account, it reflected a balance of only $0.67.
In response, on May 19, 2025, a member of our team informed you that if your funds were not visible within your Betterment account, we recommend reaching out to REMOVEDCustody Solution for Ellevest accounts that were not moved to Betterment. Their support team can be contacted at gs-REMOVEDfor assistance in locating your funds.
We have not received any follow-up communication from you since that guidance was provided. We apologize that we were unable to offer more specific information at that time. Please know that we remain available and committed to supporting you should you need further assistance.
Betterment LLCCustomer Answer
Date: 05/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and I will follow up with REMOVED. It is still unknown where my money is and Betterment needs to do better in timely and human responses to help requests. Considering they acquired another financial institution you would think they would take the prospect of financial custodianship more seriously. This matter has not been resolved as I still do not know where my money resides. If a solution cannot be found by contacting REMOVEDI will file an additional complaint.
Sincerely,
REMOVED
Initial Complaint
Date:05/12/2025
Type: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.
On the 2nd of May I received an email (attached) from Betterment informing me that my contribution had been deposited to the incorrect account, namely to my traditional 401(k) in place of my REMOVED401(k).I contacted customer support inquiring as to how the correction would be made but unfortunately received an unsatisfactory response (attached). I would like a fully transparent description of how the correction will be made (as of 9th May the money has yet to appear in my account) to ensure that I have not been put at a financial disadvantage due to the "technical error" that Betterment describes.Business Response
Date: 05/23/2025
Thank you for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding your contribution. We are sorry to hear that your experience on our platform did not meet your expectations.
On May 7th, you received an email from Betterment informing you that your contribution from the April 17th pay period was mistakenly deposited entirely into your Traditional 401(k), rather than being split between your Traditional and REMOVED401(k) accounts as intended. You reached out to our chat support team on May 8th for clarification regarding the correction process. At that time, our representative informed you that the matter would be escalated to our Tier 2 support team for further review.
A follow-up was sent to you on May 8th, advising that your internal HR team would need to be contacted to assist in resolving the issue. However, we simultaneously escalated the matter to our internal 401(k) team for further investigation.
On May 12th, a representative from our 401(k) team reached out to explain that a payroll integration sync issue had affected Justworks users in April. This technical issue prevented certain payroll contributions from being correctly allocated to the appropriate 401(k) accounts. As a result, some REMOVEDand Traditional 401(k) contributions were misrouted.
Your employer was informed of the issue, and a mass correction was processed last week to address the affected accounts. Your account has since been successfully corrected, and the misrouted contribution has been properly reallocated between your REMOVEDand Traditional 401(k) accounts, as originally intended.
We sincerely regret the inconvenience caused and appreciate your patience throughout this process. If you have any additional questions or concerns, please dont hesitate to reach out to us directly.
Betterment LLCCustomer Answer
Date: 05/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:
The response does not address my complaint but merely describes the incomplete administrative procedure that was followed. Notably, I have not yet had a response to my follow-up email to customer service on 12th May where I outlined the nature of my complaint in detail.
To reiterate, the "correction" does not in fact serve as a correction because stock was purchased at the price on the date the correction was made rather than the date the contribution should have been made. The stock price was significantly higher on the date of correction and hence I have been financially disadvantaged by Betterment's error.
Furthermore, my contributions for the last two pay periods are not yet visible.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Business Response
Date: 06/18/2025
Dear REMOVEDyou for reaching out to Betterment LLC (Betterment or the Firm) through the Better Business Bureau (BBB) regarding your recent contribution. We regret that our initial response did not fully address your concerns and appreciate the opportunity to provide further clarification.
To explain the matter clearly, when a contribution is made, such as the one on May 2, our standard process is to invest those funds promptly into the market. In this case, your contribution was indeed invested immediately, but it was allocated to the incorrect account type, specifically to a Traditional REMOVEDinstead of a REMOVED.
Once the error was identified, we did not liquidate the investment and repurchase it. Rather, we transferred the already purchased shares from the Traditional REMOVEDdirectly into the REMOVED. This means your investment remained in the market throughout the correction process and did not experience a period of being uninvested.
In addition, when the correction was made, we ensured that the transfer included both the original net deposit and any earnings that had accrued while the funds were held in the Traditional REMOVED. This ensured your REMOVEDreceived the full market value of the investment, including gains.
We apologize for any confusion this may have caused and sincerely appreciate your understanding. If you have further questions or require additional assistance, please do not hesitate to contact us.
Betterment LLC
cc: Better Business BureauCustomer Answer
Date: 06/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:Many thanks for clarifying. The last issue I would like to clarify before resolving the complaint is why the transfer was made on 2 May 2025 as opposed to 30 April 2025? The preceding payments were made biweekly on 16 April/2 April/19 March/5 March.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Business Response
Date: 06/25/2025
Thank you for reaching back out. We're happy to provide additional clarity.
The delay was another consequence of the Justworks error that occurred on April 29th. Due to their delayed payroll submission on that day, the transaction date within Betterment was pushed, resulting in settlement on May 2nd instead of the intended April 30th.
If you have any further questions, please feel free to reach out to us directly via email. We value you as a Betterment customer and are always here to help.Betterment LLC
Customer Answer
Date: 06/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:Could I please have the precise details of the Justworks error that occurred and why that caused a delay in payroll submission?
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Business Response
Date: 06/27/2025
Hello,
We recommend discussing any payroll errors directly with your payroll provider.
Additionally, due to the nature of your inquiry, we encourage you to contact us directly at REMOVEDWe are unable to address client or vendor specific matters in a public forum, as doing so may risk disclosing sensitive client or third-party information.
Wed be happy to continue this conversation in a more appropriate setting. Our Customer Experience team has been notified of your inquiry and will be prepared to assist once you reach out.Betterment LLC
Customer Answer
Date: 06/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:Full details on the reason for the delay were not provided and I did not receive an adequate response the last time I reached out to customer support.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Customer Answer
Date: 07/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
The response from the business appears to be empty.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Business Response
Date: 07/16/2025
Hello REMOVEDprevious response was sent as an attachment. Kindly refer to the attached document for our final response.
Betterment LLC
Customer Answer
Date: 07/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Many thanks to Betterment for providing the response. In the attachment Betterment states that, "We have clearly stated that the issue stemmed from a payroll integration sync issue (a
syncing of records and payroll instructions between Betterment and Justworks)".Can Betterment confirm they are claiming fault for the late payment lay with Justworks and not with Betterment? I will close the claim as soon as this confirmation is received.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Business Response
Date: 07/18/2025
Dear REMOVED,
As previously communicated, the issue originated from a payroll integration sync between Justworks and Betterment. When a payroll provider (i.e. Justworks) connects to a third-party financial service (i.e. Betterment), this is typically facilitated via an API managed by an integration partner. In this instance, the integration provider made an update to its API that did not sufficiently differentiate between REMOVEDand Traditional payroll contributions.
Given that your accounts have been fully remediated, we believe the core concern has been addressed. We also want to note that repeated rejections require time and resources to address, which can impact our ability to focus on client service. We appreciate your understanding.
Betterment LLC
Customer Answer
Date: 07/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
The cited reason for the system failure, namely that, "In this instance, the integration provider made an update to its API that did not sufficiently differentiate between REMOVEDand Traditional payroll contributions." does not appear to explain why the payment was 2 days late? Could Betterment please elaborate and also provide the identity of the integration provider so that the party responsible for the late payment can be identified.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Business Response
Date: 07/24/2025
We are not comfortable disclosing the specific API provider.Customer Answer
Date: 07/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Given the business is not disclosing who was at fault for the late payment, I am rejecting the business' response. The price of QQQM and VUG jumped substantially from 30 April 2025 to 2 May 2025 and as such, I lost money due to this delay that was no fault of my own. Betterment registered the payment on 2 May 2025 but is not making any effort to disclose who was responsible for the delay so that I can follow up accordingly.
An additional issue is that my portfolio allocation split was 50/50 VUG/QQQM yet Betterment appears to have been investing in QQQM using my REMOVED401(k) account and in VUG using my Traditional 401(k) account. However, these investments are not in the allocation of 50/50.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
Business Response
Date: 08/08/2025
In accordance with our privacy standards, were unable to address account-specific inquiries in public forums. As previously stated, your account issue has been fully resolved. If you have further questions or concerns regarding your account, our Customer Experience team is happy to assist you.Customer Answer
Date: 08/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
The business did not address the points from my previous response.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
REMOVED-REMOVED
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