Consumer complaint received 2021-10-18
Company: Betterment LLC
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Thursday XXXX of XXXX I attempted to use my Betterment Debit Card, associated with my checking account.

The transaction was denied, 'please contact your bank '. ( this is the 2nd time this summer they they have frozen my card, without even a polite phone call to make sure it did not put me in a bind, like trying to buy fuel ) When I contacted them the next morning, customer service line, they informed me that they were 'suspicious ' deposits from XXXX and would I please tell them what they were about. I explained that my father was sending me money for a home improvement project through XXXX from his bank. They indicated they would 'pass it along ' and please allow 3-5 business days to get resolution.

I explained to them that 3-5 days was a bit of a burden as this was my only checking account. That did not matter. On Monday the XXXX I called to get an update on my account being 'unfrozen ' and when customer service was unable to help me in any way I asked to 'escalate ' to a supervisor. I was told that wasn't the way it worked. They would 'email ' their supervisor and they would be in touch ( literally this is a quote ) 'when they have time ' or when they can. Something very close to that. 
The call was recorded for quality so they know exactly what was said. 
I called the next day requesting an update so I could access my account. Nothing. 
I called on Wednesday the XXXX asking why no one could simply call me and tell me what was going on and why my account was still frozen. 
Customer services is very limited to what they can do. I told the representative that I was going to call back every two hours until I heard from someone. On Wednesday, XX/XX/2021 at XXXX XXXX  I received an email stating that they were closing my account and not to bother customer service any more, to ONLY communicate through this email thread. So they closed my account pursuant to something and then with out asking me transferred the balance, of just over {$1000.00} to a closed checking account that I no longer had access to. ( It was the initial funding account when I opened my Betterment account, but had been closed XX/XX/XXXX -XXXX  was being purchased by XXXX and I had opted out of the transition and asked XXXX XXXX close my account ). 
That weekend XXXX of XXXX was when the XXXX merger was taking place so there was no one to answer my questions until the next Tuesday the XXXX when XXXX confirmed that I had not had a checking account migrated to them and there was no money waiting for me from Betterment.

I relayed this to Betterment, through the requested Email Thread that day. I have not received ANY communication from they since then. I have emailed them daily with a polite request for an update on when and how they will be getting me my $ XXXX back to me ( I honestly don't know exactly how much. When they closed the account it went to {$0.00} ) I am completely flummoxed by two things ; their lack of communication and any attempt at. Transparency. As of today at XXXX Pacific I have not heard Anything from Betterment. Attached is the email thread.

Company response to consumer: Closed with explanation