@Betterment let me down In many ways this week.
- poor availability on phone support
- they removed their low risk portfolio option
- they use a “tax warning” popup that caused me delay in derisking my portfolio- costing me at least 10k loss
#robofail #fail
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1) Blackrock Portfolio is not visible - 20 min phone call w/ support was not able to tell me why 2) Used “call me back” option with support - took 3hrs for callback 3) Signed up for an advisor but no one available all tomorrow 4) why east coast hours during serious market crash?
,
I'm sorry you feel let down. New clients + tax time + market volatility has taxed (ha) our customer service team. Our CEO wrote a transparent discussion here:
Regarding our support and advisor availability, tax season + market volatility has lead to a surge in customer inquiries. This open letter from our CEO addresses our response times and steps we're taking to improve: https://www.betterment.com/resources/committed-to-customer-service-at-scale/ …. (2/3)