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:08/20/2025

  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.

  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 *** ******************* you 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 LLC

• Initial Complaint

  Date:08/20/2025

  Type:Customer Service 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.

  These people, have gotten my personal information illegally. buying it from a third party. And are soliciting to me, like i am a current customer

  

  Business Response

  Date: 08/28/2025

  Dear *** ******************** you 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 LLC
  

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair 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.

  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 *** ****** *****,
  
  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, *****. 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 LLC

  Customer Answer

  Date: 08/20/2025

  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:

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

• Initial Complaint

  Date:06/10/2025

  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 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 *** was 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 *** *****, 

  Thank you for contacting Betterment LLC (Betterment or the Firm) via the ************************* (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 *************** Team 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 Bureau

  
  

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising 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 recently opened a checking account with **********************. 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 ********************** put 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 *** asking about a deposit/ stop payment. Turns out *** did 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 *** multiple 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 **** bank, our partner institution that processes all ACH transactions for Betterment Checking accounts. On May 16, 2025, **** completed 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 *************
  
  

  Customer Answer

  Date: 06/10/2025

  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:

  Betterment offers no opportunity to speak with anyone other than a customer service ***resentative. If the *** is unable to assist the only option is for the *** to 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,
  
  ******** *****
  
  
  
  
   
  

  

  Business Response

  Date: 06/16/2025

  Dear *** *****, 

  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 Bureau

  
  

• Initial Complaint

  Date:05/19/2025

  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.

  Betterment recently acquired ******** a subsidiary of *************************. During this time my ******** account was closed and transferred to Betterment. I had a **** *** account with ******** valued 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 ******** account. 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 ******** and 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 **** *** assets following Betterments acquisition of ********. 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 ******** clients, 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 **** *** funds, previously held with ********. 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 ************************* Custody Solution for Ellevest accounts that were not moved to Betterment. Their support team can be contacted at gs-*********************** for 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 LLC
  

  
  

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will follow up with *******************************************. 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 ************************* I will file an additional complaint.
  
  Sincerely,
  
  ***** **********
  
  
  
   
  
  

• Initial Complaint

  Date:05/12/2025

  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.

  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 **** 401(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 **** 401(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 **** and 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 **** and 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 LLC
  
  
  
  

  Customer Answer

  Date: 05/23/2025

  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:

  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,
  
  ****-**** *********
  
  
  
  
   
  

  

  Business Response

  Date: 06/18/2025

  Dear *** ********************** you 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 *** instead of a **** ***.

  Once the error was identified, we did not liquidate the investment and repurchase it. Rather, we transferred the already purchased shares from the Traditional *** directly into the **** ***. 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 ***. This ensured your **** *** received 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 Bureau

  
  

  Customer Answer

  Date: 06/18/2025

  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:

  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,
  
  ****-**** *********
  
  
  
  
   
  

  

  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# ********, 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,
  
  ****-**** *********
  
  
  
  
   
  

  

  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 *********************************** We 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# ********, 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,
  
  ****-**** *********
  
  
  
  
   
  

  Customer Answer

  Date: 07/15/2025

  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:

  [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,
  
  ****-**** *********
  
  
  
  
   
  

  

  Business Response

  Date: 07/16/2025

  Hello *** ********************* previous 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# ********, 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,
  
  ****-**** *********
  
  
  
  
   
  

  

  Business Response

  Date: 07/18/2025

  Dear ** *********, 

  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 **** and 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# ********, 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 **** and 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,
  
  ****-**** *********
  
  
  
  
   
  

  

  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# ********, 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 **** 401(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,
  
  ****-**** *********
  
  
  
  
   
  

  

  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# ********, 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,
  
  ****-**** *********
  
  
  
  
   
  

• Initial Complaint

  Date:05/07/2025

  Type:Order 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 purchased a bond fund on Betterment's website on Apr 1, 2025 and Apr 2, 2025. The bonds in the fund paid dividends on 5/6/2025 but there is no record of the dividends being paid into my account.

  

  Business Response

  Date: 05/20/2025

  Thank you for contacting Betterment LLC (Betterment or the Firm) via the ************************* (BBB) regarding your dividend payment. We are sorry to hear that your experience on our platform did not meet your expectations. 

  On April 1, 2025, you invested in the BlackRock Target Income Portfolio. On May 6, 2025, certain funds within that portfolio paid dividends. Your Betterment account reflects the receipt of those dividends, which were automatically reinvested on May 8th and 9th, consistent with your Betterment account agreement. ********************** provided confirmation statements, which are posted in the Betterment online interface and reflect the payment of dividends on May 6th and the reinvestment of such dividends on May 8th and 9th.  Your May account statement, which is the official record of your holdings and transactions in the account, will also reflect these transactions.  As you discussed with a Betterment customer service representative on May 7th, dividend reinvestment transactions can take up to three business days to appear in your account through the online interface.   

  If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help.
  
  

  
  

• Initial Complaint

  Date:04/10/2025

  Type:Order 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.

  A check for a pension rollover from ******** was accidentally sent to Betterment when it was supposed to go to ****** Betterment will not send the check back to me.

  

  Business Response

  Date: 04/22/2025

  Thank you for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding your *** ****** We are sorry to hear that your experience on our platform did not meet your expectations. 

  On March 10, 2025, we received a check for your benefit at our *** lockbox and, consistent with existing processes, the check was deposited. 
  
  Based on your conversation with our Operations Team, we understand that this check was sent to Betterment in error. On March 17, 2025, we confirmed via email that a new check had been mailed to the address you requested. We also noted that the estimated delivery date would be April 1, 2025. As checks are sent via **************************** (****) standard mail, we are unfortunately unable to provide tracking details.
  
  You contacted us on April 1, 2025, to report that the check had not arrived. In response, an Operations Manager confirmed that a replacement check would be issued on April 10, 2025. This date was selected to allow additional time for the original check to potentially arrive, as in many cases, original checks are delayed but ultimately deliveredrendering reissued checks uncashed.
  
  However, we expedited the process and reissued a new check on April 9, 2025, to the address you provided.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience throughout this process.
  
  
  
  Betterment LLC
  

  
  

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The issue has finally been resolved, but the business should have been more responsive, made better efforts to resolve in a timely manner, and resolve without constant follow up by me.  It took contacting many complaint organizations to get to this point and the business should review their customer service processes.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/09/2025

  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.

  On 07 April 2025, I initiated a withdrawal from my Betterment account to an external bank account. Prior to the withdrawal, I had successfully linked this external account to my ********************** account by verifying two micro deposits made by Betterment. Later on 07 Apr, I received an email from Betterment informing me that my electronic transfer of funds to the linked external account was put on hold because they could not verify that I was the owner of the external account. ********************** asked me to submit documents to verify my ownership and suggested a conference call with the external bank may be needed.What's the point of successfully linking an external account by verification of microdeposits? If Betterment believes this is not a valid method to identify ownership of an external account, why do they offer this service? I believe the true reason could be that Betterment did not want me to transfer funds to a competitor bank with a better interest rate. This is deceptive business practice. My funds did not earn interest while they were put on hold by Betterment.

  

  Business Response

  Date: 04/23/2025

  Thank you for contacting Betterment LLC (Betterment or the Firm) via the Better Business Bureau (BBB) regarding your withdrawal request. We are sorry to hear that your experience on our platform did not meet your expectations. 
  
  On April 7, 2025, you initiated a $25,000 withdrawal from your Betterment ************ account to your account at ******************* & Trust Company ending in ****. While this account was previously linked using micro-deposit verification, that method confirms access to the account but not ownership. Because of this, we sent you an automated email requesting additional documentation, such as a photo ID and a recent bank statement, to help us verify that the account belongs to you. For certain transactionsespecially those involving larger amountswe may request additional documentation to ensure the funds are being sent to an account that belongs to you. This is part of our effort to protect your account and comply with financial regulations.
  
  To avoid delays, the email also lets you know that the fastest way to process the withdrawal would be to redirect the funds to your already verified account at ******************** ending in ****.
  
  We appreciate your prompt response on April 8, 2025, to have the funds sent to the ******************** account. Later that same day, a member of our Operations team confirmed the redirection and sent the funds as requested.
  
  We want to be clearBetterment has no incentive to restrict where you choose to transfer your money, including to another financial institution. The hold on your transaction was solely due to the need for ownership verification, not because of the destination of the funds.
  
  We understand that this process may have been inconvenient, and we truly appreciate your patience and cooperation. If you have any questions or need further support, were here to help.
  
  
  Betterment LLC
  
  

  Customer Answer

  Date: 04/23/2025

  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:

  Betterment never informed me that the method of micro-deposit verification confirms access to the account but not ownership. Furthermore, Betterment never asked for photo ID or additional documentation when I linked an external account at the time of opening my Betterment account. I am requesting Betterment provide a 0.50% APY boost for 6 months for the entire current balance of my account. 

   

   

   

   

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

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  

  Business Response

  Date: 05/01/2025

  Dear *** ********************* Thank you for reaching out. Were sorry to hear that our initial response didnt meet your expectations.

  To protect our clients and comply with regulatory obligations, Betterment is required to collect and verify certain information.  We understand this may be an inconvenience for withdrawals, which is why we disclose our timelines for processing them in agreements and through our Help Center.  In particular, we disclose that withdrawals from a ************ account typically take 1-2 business days, but can take longer.  Here, your request was made on April 7th and we were able, based on your quick response to our request for additional information, to process your withdrawal on April 8th. We believe this one day processing is reasonable and consistent with industry practice and our disclosures.  We therefore believe compensation is not warranted.

  That said, we value you as a Betterment customer and as a gesture of goodwill, weve applied a 0.25% APY boost to your ************ account for the next three months.

  If theres anything else we can assist you with, please dont hesitate to reach out.

  Betterment LLC

  Customer Answer

  Date: 05/02/2025

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