I closed my IRA with stash on 8/**/2020 for the total of $4000. Well my bank had returned the deposit, which is okay but when I called Stash Investment llc customer service they had informed me that they had unlinked my bank account and required a bank statement after doing that they proceeded to tell me that they could not find my $4000. Now this is unacceptable. 4000 doesn't just dissappear. There system alerted me to the return so where is my money

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We take our customer feedback seriously. We’ve reviewed the concerns and a detailed response was emailed to the customer on September 8, 2020. In order to protect our customer’s privacy, they have been advised that they have the option to share the response directly with you. If you or the customer has questions, please call us at ###-###-#### from 9:00 am-5:00 pm ET Monday-Friday, or via or self service tools, ask.stash.com, or via email 24/7. Sincerely, Stash Customer Service

The app itself is good for beginners who want to dabble or play in the market. The problem comes when dealing with customer service regarding any issues you may have. In my case, I just wanted to update my banking information. I tried online a few times but the app kept giving me an error message and insisting I call in. I called in and spoke with a supervisor after being told I needed to update the statement for the bank currently on file. The problem is that bank is a closed account so I don’t have access to those statements, I was receiving them all online previously. With the pandemic you can’t just walk into a bank branch, you have to make an appointment take time off work etc. etc. I had already sent over all the required information for the new account but for some reason they insisted that I verified the account on file by sending in a statement or even a close statement. It should not be this hard to update information. I spoke to Kayla the Supervisor who told me there is no one above her and there is no options. I have been a Director of Account Management and in a customer service related field for upwards of 20 years. There are always options. The app gets one star for the lack of assistance and inability to fix what should have been an easy problem.

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