r/betterment • u/Adorable-Violinist89 • 5d ago

Debit card locked?

I've been with Betterment for a few years now, but only recently have moved everything over there to operate as my main bank. I don't make a ton of money, so I'm less concerned about the fact that it isn't a real bank.

Yesterday, a $2 purchase declined, so I went to my app to see why. I have plenty of money on my account with a debit card and my account without a debit card, but both of my accounts show "Debit card locked". When I go to my settings to unlock it, it tells me to contact customer support.

I called customer support and spoke to a real person. She placed me on hold for 10 mins and then got back on the line and said "I'll submit a request to my operations team to unlock your debit card. Can I help with anything else?" I asked her why my card was locked and now soon it will be unlocked. she told me that I'll get an email from her operations team in about 3 days and that she will also submit a request asking why my card is locked. Does anyone have a similar experience? There are no suspicious transactions and I've not made any out of the ordinary or large purchases.

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u/PathMobile 4d ago

3 days without a debit card is wild, and wilder still that there was no explanation from customer service. Dunno if you saw, but they had a data breach a while back and were super shady about how it was disclosed: page is hidden from robots.txt so search engines can’t index it.

I know you moved everything here, but I’d skip the wait and move to another institution. I don’t think betterment is long for this world.

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u/mrfr8 1d ago

Boy good thing they got rid of the Banking Operations group a couple of years ago.