Earn Rewards: Sign up now and earn a special reward after your first deposit. See offer details



Save, invest, retire

GET — On the App Store


Concerned about market volatility? We've got answers and guidance for you. See videos


On Hold? We’re Here. Promise.

Read the open letter from our CEO to learn how Betterment is addressing the increased servicing demands of a growing customer base.

Articles by Jon
By Jon Stein CEO & Founder, Betterment Published Feb. 05, 2020
Published Feb. 05, 2020
2 min read

Thank you for being a member of the Betterment community.

Our goal is to delight customers with our service, and we know our response times have been missing the mark over the past couple of months. I’m sorry if you had to wait for a response, and I appreciate your patience as we work to improve our Customer Support hold and response times.

You might be wondering, how did you let this happen? What are you doing to fix it? The short answer is, customer call volume grew faster than ever, and we’re racing to hire to get ahead of it.

We’re a smart money manager, meaning we have a lot of automation and self-service tech, and most customers never call us. When you do, we pride ourselves on the live, quality support we offer to our customers. We strive to answer every phone call in under 3.5 minutes. We exceeded our goal in mid-2019, freshly staffed up to handle additional inquiries from the introduction of Betterment Everyday™.

But, as we entered the new year, call volume continued growing. We underestimated the popularity of our new products, and therefore the volume of customer inquiries, which has been hitting record highs almost weekly. Our hold and response times grew longer as we grappled with a backlog.

We’re not out of the woods yet, but we’re running fast. To ensure that we continue to provide the excellent live support from qualified reps on which we pride ourselves, we’re hiring even more Support Associates in NYC, Philadelphia, and Denver to continue to serve you quickly and expertly. I’m sorry that, for the last few months, we are not living up to our standards of service and your expectations of us.

I appreciate your patience with us as we scale up. We are committed, as always, to serving (and delighting) you for decades to come.

Jon Stein's Cursive Signature

Recommended Content

View All Resources

What is a 401(k)?

The employer’s guide to 401(k) plans.

How to Use 2018’s Market Volatility to Your Advantage

The latter half of 2018 was a period of increased volatility. We view this as an opportunity for every investor.

Is Betterment Worth It? Estimating the Added Value of a Robo-Advisor

Based on our estimation, using Betterment’s retirement recommendations could earn you 38.8% more after-tax money in retirement compared to investing on your own.

Explore your first goal

Cash Reserve

Our high-yield account built to help you earn more on every dollar you save.

Safety Net

This is a great place to start—an emergency fund for life's unplanned hiccups. A safety net is a conservative portfolio.


Whether it's a long way off or just around the corner, we'll help you save for the retirement you deserve.

General Investing

If you want to invest and build wealth over time, then this is the goal for you. This is an excellent goal type for unknown future needs or money you plan to pass to future generations.

See details and disclosure for Betterment's articles and FAQs.