My Letter to Aspiration and Radius Banks
Tom A. Thorogood
22

Hello again Thomas,

On behalf of everyone at Aspiration, I truly apologize you had a bad experience with our company. Our mission is to be the most customer-focused financial firm in the world. In your time with us, we clearly fell short.

When we were last in touch in November, I was, of course, hoping you would find improved interactions with Aspiration from that time forward. It clearly sounds as if that was not the case.

In reading your post, it appears that much (though not all) of the poor experience stemmed from a misunderstanding. Radius holds the depositor funds since they’re our FDIC-insured banking partner, but your account is with Aspiration and Radius is not equipped to handle Aspiration’s customer support. It does sound like there were several instances where you reached out directly to Radius — which, while I understand your thought process in doing so — may actually have accounted for some of the problems described in your post. It doesn’t excuse the events as they unfolded, but as an Aspiration account holder, the best possible outcome will always be to contact us directly. If we failed to communicate that effectively to you as a customer, we take full responsibility.

As we discussed in November, there is certainly room for improvement in terms of some of the features we are offer and the length of time certain banking activities can take. We are better than we were then. We’ll be better tomorrow than we are today. This constant striving to improve and offer the best is part of what makes us different.

We are disappointed to have lost you as a customer. Please rest assured that we will continue to strive for excellence, and hope to cross paths with you again in the future.

Kindly,

Tamara Goldstein
Director of Customer Engagement
Aspiration.com

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