Customer service is terrible – Acorns: Invest Spare Change Review

I really like to concept of Acorns overall. The App is super easy to use. My biggest problem is customer service. Can you guys get more worse?! I’ve chatted, emailed, and spoken with customer service representatives and they’re all terrible. A week ago I inquires about transferring my 401k to my Later Acorns account. In the chat, the representative had bo clue what I was talking about. She “escalated” my request and the other representatives sent me an email asking for the same information previously requested (security protocol , I understand). Provided the information they requested. Waited about 24 hours andfinally got an email. Unfortunately , the wrong documentation was provided. I reached out again via chat, wen through the whole process of identifying myself (although I logged in with my thumb print) to get the same response… it was a literal copy-and-paste from Acorns website how to transfer funds (I researched that before hand but my current 401k had different instructions how to transfer funds). The representative I chatted with went with the same sequence I previously dealt with… so I requested a supervisor. She kept telling me my request was being escalated. During this time, I’m on hold to speak with a representative. I waited 40 minutes. When I finally got someone on the phone I identified myself told him I am inquiring about transferring my 401k to my Later Acorns account. He seamed to be reading from a script so I politely asked for a supervisor. He kept insisting what I was calling for, so I responded I’m inquiring about my Later account and like to speak with a supervisor… he replies with “sir, I need ti know what you’re calling for” I responded with, it’s in regards to my Later account and I would like to speak with a supervisor… he hung up on me. I do like the concept Acorns offers, but my patience is running thin. I’m currently waiting for an email response (for the third time) for the same request (transferring my 401k to my Later account). It feels like Acorns doesn’t want my business and if they fail to resolve my request, I’m canceling my account and transferring my funds to my current employer’s 401k program
Review by Chueybaca on Acorns: Invest Spare Change.