Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the basic paid membership, I don't remember what it was called, but it was approx. $280-300. Since then I have received non-stop junk email (one per day, sometimes more) from them asking me to upgrade to much more expensive plans. These emails have no 'unsubscribe' button. I have contacted support multiple times and have been assured I have been removed from the database, but the emails keep coming. I can't completely block Zacks on my email provider because it would prevent me from receiving the emails from the membership I actually paid and intended to use.I even reached out on ******** to a Marketing VP or something. The website also has no option to modify your email preferences on your profile.All the things a legitimate business does to help their customers get the information they want and not get what they don't want - Zacks doesn't do any of those standard industry practices so they can continue to spam your ******** help. I believe this is a violation of the CAN-SPAM act, which requires an unsubscribe button or other easy way to remove yourself from the mailing list.

  

  Business response

  01/17/2025

  Dear Jonathan ********:

  Our system reflects you took the proper steps to be unsubscribed from other product offerings. If you continue to receive offers at *************************************************. Please forward so this matter can be further investigated. As it stands, our system reflects you are unsubscribed from email offers.

  If you have additional questions, feel free to contact our customer support team Monday through Friday 10EST to 6EST at ************************. 

  Thanks.

  Customer response

  01/22/2025

   
  Complaint: 22784890
  
  I am rejecting this response because:
  I am no longer receiving the emails, however, only the complaint to the BBB solved the problem. I have 18 emails sent to ********************************** between 20Oct24 and 26Nov24 to try to get removed from their spam list. During that time I was told twice that I had been removed from their list. I continued to receive emails, sometimes 3 per day up until the day they saw my complaint to the BBB.
  
  Their emails did NOT have an unsubscribe option and maybe the 'alert preferences' option on My Account is new because I sure looked for it and was unable to find it.

  This is definitely not what I would expect based on what they charge for their service.

  The complete text from one of their emails is pasted below. No link.

   

  
  
  
  I'm Closing the Doors at Midnight
  ********,
  This is my final email on a very timely matter.
  In my 20+ years at Zacks, I've never seen a better opportunity for our members.
  Benefit for benefit, dollar for dollar, its the greatest value we offer. It literally gives you lifetime access to all of our trading and investing services at a fraction of their worth.
  Heres why I encourage you to get back to us before the deadline of midnight tonight:
  1. This bull market shows no signs of slowing. Q4 is historically the best quarter for stocks, the long-awaited rate-cutting cycle is underway, personal incomes are near all-time highs, and the economy keeps growing. These all serve as powerful catalysts for the market to continue surging higher in 2025.
  2. The ** boom is poised to be a multi-year phenomenon for investors. ** is shaping up to be just as transformative, if not more so, than the personal computer, the internet, and the mobile phone. And the boom is real it's supported by real earnings, and real growth potential.
  3. You'll be connected with an academy of celebrated experts as they apply one of the worlds most successful strategies to their stock recommendations. Since 1988, even though four recessions and multiple corrections, the Zacks Rank stock-picking system has averaged an astonishing gain of +24.1% per year.
  That performance is better than gold, better than bonds, and even better than the S&P 500.
  4. The highest level of membership at the lowest price available. A deep discount on your one-time membership payment. And there will never be extra fees or add-on charges.
  5. Lifetime access to all Zacks' private portfolio services which closed 212 double and triple-digit winners this year alone. Past gains reached as high as +121.0%, +200.3%, +263.2%, and even +812.0%. While not all picks will be winners, just one of them could more than cover the cost of your membership.
  6. Permanent access to Zacks Premiums powerful research, tools and analysis. Including the Zacks #1 Rank List, Equity Research Reports, Zacks Earnings ESP Filter, Premium Screener and more.
  7. Download Zacks Exclusive Special Reports. They brief you on transformational trends like ***************** Lithium, Internet of Things, EVs, and more with stock ideas that have gain potential similar to *****, ******, and ***** in their early days.
  8. Money-Back Satisfaction Guarantee. No need to hesitate. If the service has not exceeded your expectations, you can cancel up to 90 days after your payment and receive a full refund for it.
  9. Unprecedented Money-Back 3-Year Performance Guarantee. If we dont help you beat the market, well refund your subscription.
  Click the button below to see todays unbelievable savings and all the benefits Zacks Greatest Investment Value has to offer.
  It's your final chance to use the predictive power of the Zacks Rank system to the utmost, for pursuing and sustaining life-changing wealth.
  Don't wait, the deadline to take advantage is Monday, December 16 midnight tonight. There will be no further extensions.
   Take Advantage Now
  All the Best,
  
  ***** ******, EVP
  
  
  The results listed above are not (or may not be) representative of the performance of all selections made by Zacks Investment Research's newsletter editors and may represent the partial close of a position. Access grants you a comprehensive list of all open and closed trades.
  Past performance is no guarantee of future results. Inherent in any investment is the potential for loss. This material is being provided for informational purposes only and nothing herein constitutes investment, legal, accounting or tax advice, or a recommendation to buy, sell or hold a security. No recommendation or advice is being given as to whether any investment is suitable for a particular investor. It should not be assumed that any investments in securities, companies, sectors or markets identified and described were or will be profitable. All information is current as of the date of herein and is subject to change without notice. Any views or opinions expressed may not reflect those of the firm as a whole. Zacks Investment Research is not a licensed securities dealer, broker or US investment adviser or investment bank. The Zacks #1 Rank Performance covers the period beginning on January 1, 1988 through November 4, 2024. These returns are from hypothetical portfolios consisting of stocks with Zacks Rank # 1 that were rebalanced monthly with zero transaction costs. These are not the returns of actual portfolios of stocks. The S&P 500 is an unmanaged index. Visit ********************************************************************** information about the performance numbers displayed above.
  This email is to keep you informed about your Zacks Premium membership including service updates and other information about your account. To contact customer support email **********************************.
  Zacks Investment Research
  *********************************
  *****************
  
  

  
  Sincerely,
  
  ******** ********

  

  Business response

  01/28/2025

  Dear ******** ********:

  As a Zacks customer, you have a number of ways to unsubscribe from our email offers:

  1. You can de-select any and all email communications from the alert preferences tab found on the "my account" page via **************************. Please be sure to click the update button to ensure your changes are saved. 

  2. You can also contact your account manager to complete request. You can find the contact information for your assigned account manager in the "my account" section on **************************. Please be advised your account manager recently reached out and waiting to hear back from you. 

  3. We are also required to include an unsubscribed link for all promotional emails which is place. 

  4. We also updated our process related to lifetime offers. Each email now includes the following language: To be removed from future emails of this nature contact customer support at ************************************ This additional step gives customers an additional way to unsubscribe. 

  If you have additional questions or concerns, please contact our support team Monday through Friday 10CST to 6CST at ************************. 

  Thanks. 

   

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Keeps sending marketing emails. Horrible and unprofessional respect to consumers. They are embarrassing themselves.

  

  Business response

  11/15/2024

  Dear Mr. ****************** have no record of email address, ***************************, in our customer database. Please confirm the email address that's receiving emails from **************************. If possible, please forward a sampling of the emails received to help aid in getting this matter resolved.

  Thanks.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Zacks Investor Collection 10/8/2021 $1495 and later upgraded to Zacks Ultimate 2/22/2022 for an additional $3500 and later added Zacks Research Wizard 11/27/2022 for $2995. Each of which came with Satisfaction and Performance Guarantees. Due to the lack of performance I was able to obtain using their suggestions and tools I have reached out numerous times to many different people (contact for research wizard, my account manager, and the general support email) and have had nothing but silence in trying to obtain some sort of refund.

  

  Business response

  07/15/2024

  As the customer states, he has had these services for roughly 2 years. He is still eligible for a full refund under our performance warranty (which covers 3 years). He reached out to his RW rep but did not mention the performance warranty or underperformance. Instead, he said that he and his family moved their funds into a managed account and no longer needs the service. He also reached out to his *************** rep mentioning the same. We reached out to the customer after receiving this notice and reminded him of the performance warranty, which asks for the customer to send in their trades depicting underperformance. He has not submitted those trades yet. We look forward to working with this customer. Once he sends it in, we are more than happy to provide a full refund if the warranty provisions have been met and the trades have underperformed.

  Customer response

  07/18/2024

   
  Complaint: 21932255
  
  I am rejecting this response because:

  I am working with the business but since I only have 7 days to respond and previous communication with the business was non-existent until I opened this case.  It is true that I stated I moved my funds to a managed service but that was due to performance issues, if I had better performance I would not have moved my funds.  I am in the process of gathering all the documents they require for the warranty and am also waiting for information in terms of how they calculate S&P 500 performance, if we consider each year separate or the entire warranty period.  So knowing how to present my documents and how to do proper comparison would be appreciated.  Once I have the documents I know where to send them.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/22/2024

   

  We have received the customers recent email with his questions. A rep is working with him. He is still eligible for a full refund under our performance warranty. Once he sends in the documents, we are more than happy to provide a full refund if the warranty provisions have been met and the trades have underperformed.

  
  

  Customer response

  07/22/2024

   
  Complaint: 21932255
  
  I am rejecting this response because: I am still waiting for answers to how and what to provide, what format, do I need to provide the date of the Zacks recommendation as well, and lastly how the S&P 500 performance is calculated so that I understand how to compare.  The response I have was first "Good questions.  Let me get the specifics and get back to you" and when I asked for an update I was given "I dont know the exact details but have asked for the specifics.  Ill send them over via email but I have not seen that info come over yet."

  Looking forward to the answers.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the Principal of a Registered Investment Advisor Firm and was looking for a company to help with research on investments for my practice. I found Zacks and signed up for a trial of the service to see if it would work. I couldn't not navigate the site or use it's potential, so I reached out to my contact, ******************* and he simply ignored me. I tried multiple times to get help to no avail. I asked **** for the contact information of his supervisor and he refused to give it to me. I ended up asking about 5 times for his supervisor's contact information and he never gave it to me. I need a service like Zacks, but need to know how to use it! I did everything I could to use their service, but cold get no help or responses. Before filing this complaint, I sent one final email to **** demanding his supervisor. I got a call this morning from Zacks and the man was belligerent and I didn't catch his name. He said he was ****'s direct report and he was rude, hateful, and when I asked for his name numerous times, he ignored the request for his name, then yelled at me, "We are not doing business with you!" then he hung up. I've never been treated so poorly in my life, I'm not sure why they don't want customers or why they pick and choose who to help, but they refuse to help, refuse to train, refuse to simply respond to an email, refuse to let you speak with management, then when they call, they yell at you, tell you they won't do business with you and hang up. I don't know where else to turn, so I'm filing a complaint in hopes that a member of senior management that actually cares will contact me and resolve the issue. Again, I need a service like theirs, but need to know how to use it and need to know they care about the customer.

  

  Business response

  09/27/2023

  To Whom It May ***************** wish this person the best. However, our understanding of the events is quite different than what he describes. This person did take a trial to an institutional product. But his assigned rep offered numerous training opportunities which were declined or never attended. A different rep was then assigned who reached out with training offers. But to no avail. On the day he wrote the complaint, he spoke with a manager. But it was an unproductive call. We regret this persons unfortunate experience. But it was an unfortunate experience on both ends. It should be noted that the trial was initiated in June. And has since long expired. The call he made to us in September, along with the complaint (more than 2 months after the trial had expired), is peculiar. We wish him the best.   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a $1.00 trial version of the company's service.There was NOT a disclosure of automatic renewal in 30 days.As I understand commerce the company providing services are required to disclose an automatic renewal process and how to avoid that process.Zacks did NOT do this.

  

  Business response

  09/12/2023

  Dear Customer:

  Please be advised a ********************** representative cancelled and refunded your account on 9/06. Allow up **** days for the refund to appear on your credit card account. 

  I also want to share a couple of excerpts from our marketing pages that states customers will be charged $299 per month once their 30-day trial expires. See below:

  What happens after my 30-day Zacks Ultimate trial is over?

  You'll be notified at least seven days before your trial ends. You can choose to:
  Simply walk away and owe us nothing. We'll be sorry to see you go, but we mean it when we say beyond $1 there is no obligation.
  Let your Zacks Ultimate membership continue for only $299 per month.
  Join one or more of the individual portfolios.

  No obligation beyond $1. Cancel at any time or let your Zacks Ultimate membership continue for only $299 per month.

  Please also be aware the Zacks Ultimate membership included a satisfaction guarantee which allows you to cancel up to 90 days after your $1 trial is over and if the service has not exceeded your expectations, then your money will be refunded - including the $1 you paid for the trial.

  If you have additional questions or concerns, please contact our customer support staff Monday through Friday 10am EST to 6pm EST at ************************. 

  Thanks.

   

  Customer response

  09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************

• Initial Complaint

  08/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/15/2023, ZACKS, a US based investment firm stole my email address and passwords, phone number, user names and personal information was sold and publicly shared to online forums. These actions are totally reprehensible, and this is one of multiple complaints towards this investment research firm . This information was brought to my attention through the *** security App installed on my device.

  

  Business response

  08/08/2023

  To Whom It May ***************** take our protection of customer data seriously and we would never put our customer lists on the dark web. Unfortunately, we are not immune from the relentless attacks of cyber criminals, and we experienced a data breach. While no financial or credit card information was in any way compromised in the breach, customer data, such as names and e-mails, as well as some unencrypted passwords were compromised.  Given the nature of the breach, we provided notice to our customers in three ways, by e-mail, mail and our website. How a customer received notice could depend both on state-specific requirements and what information, if any, was accessed related to the customer. While most of the password information accessed was encrypted/protected, we have recommended that customers change their passwords on zacks.com and any other site where they use the same password. We have responded directly to this customer with more information including about his account. 

  Thanks.

  Customer response

  08/08/2023

   
  Complaint: 20429245
  
  I am rejecting this response because:Zacks has not contacted me in any form as to any kind of security breach. I dont even know who they are or what they do.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/25/2023

  To Whom It May ***************** email regarding the data breach was sent to customer 6/14/23. Attached is a copy of the email communication. 

  Please also check spam folder if email was not delivered to primary inbox. 

  Thanks. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leak of All my computer information to the dark web!

  

  Business response

  07/11/2023

  Dear Whom It Concerns:

  We take our protection of customer data seriously and we would never put our customer lists on the dark web. Unfortunately, we are not immune from the relentless attacks of cyber criminals, and we experienced a data breach. While no financial or credit card information was in any way compromised in the breach, customer data, such as names and e-mails, as well as some unencrypted passwords were compromised.  Given the nature of the breach,we provided notice to our customers in three ways, by e-mail, mail and our website. How a customer received notice could depend both on state-specific requirements and what information, if any, was accessed related to the customer. While most of the password information accessed was encrypted/protected, we have recommended that customers change their passwords on zacks.com and any other site where they use the same password. We have responded directly to this customer with more information including about his account. 

  Thanks. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed for the $1.00 charge but never agreed to the monthly subscription. I never used any of it nor did Iknow I wasbeingcharged $299 a month for four months until I reviewed charges on my credit card for the *** report and found it. I complained to my credit card company and they responded that since I did not complain within 60 days ***** would not refund my money. Of course, they overwhelm you once your email is theirs but at no time did I agree for a further subscription or these charges. Those months of illegal charges should be returned if **** wants to do right

  

  Business response

  05/03/2023

  On 4/1/2022, the customer took a ****** trial for $1. On the order page it was explained the person could cancel at any time within that 30 day period.Otherwise, it would be renewed into a $299 monthly subscription. That was conveyed in the confirmation as well. And in the emails prior to the $299 renewal. It also states that the person can cancel at any time within the first 90 days and get a full refund. After month 4, on 9/2022, the subscription did not renew. The customer opened the majority of emails during his subscription,including the failure to renew email in September 2022. However, more than 12 months after the initial trial and 8 months after the subscription ended, and without any prior emails or calls from the customer requesting to cancel or asking for a refund, we were notified of the BBB complaint. As the customer writes, he contacted his credit card company and they acknowledged that too much time had elapsed for a refund. We have a very generous and easy to use refund policy. But this is all happening 1 year after the start of the trial,and 8 months after the end of the subscription without any refund or cancellation request ever being made.
  
  Nonetheless,we have since refunded customer.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased software from ZACKS.com on Jan 30, 2023 in the amount of $2495. There is a 90 day return policy. I have contacted the person responsible for billing/refunding named Tyler Tigges but they have not returned my calls. I spoke to a customer svc rep Jack DeRose who then sent me an email claiming my refund would be processed but I have yet to receive it.I was told by DeRose that he would contact a manager who would contact me named John Schaeffer (sp). He has not responded.My request is within the 90 days.I have not even used the software as it does not perform the operations it claims properly. I am disabled on a fixed income. This is unacceptable. I tried to contact them on their facebook page and got no response. The telephone number on their facebook page is out of service. I need help. This company owes me a refund. Tyler Tigges the one responsible for issuing the credit called the salesman who sold me the software named David Bright. Bright called me very angry when he found out I was cancelling/requesting refund. Why didn't Tigges contact me, yet he contacted the salesman.These people have only been responsive when selling or attempting to upsell me (in this case $8,000) but they disappear when I attempt to get my email. I have screen shots of facebook page, the email from DeRose stating my refund will be issued. Please help ******* ******* 

  

  Business response

  02/28/2023

  We reached out to this customer and refunded his purchase. This was an unfortunate misunderstanding. And miscommunication. We explained to the customer that the product purchased did not have a 90-day return policy, but instead a performance warranty. The customer was shown that the program did work properly. Nonetheless, it was clear the customer was not interested in using the program so we happily refunded it.

  Customer response

  02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19453795, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  * *******

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a $1 monthly trial which came with the option to cancel anytime before the end of the 30 day period. I signed up on 1/15/2023, and have been trying to cancel my subscription before the deadline so that i am not charged a $299 monthly subscription fee. This company has a website with a link to cancel my subscription, however it doesnt link to a place to cancel; rather, it is a continuous loop that asks for payment information. I have emailed to try to cancel, and my messages have not been returned, nor has a confirmation of my cancellation been issued as of today, 2/14/23. I have wasted considerable time trying to get this issue resolved before I am charged and fall into the same trap others have apparently been stuck with. I believe this company is deliberately attempting to mislead people with the $1 trial deal with no clear or easy way to cancel before the deadline so they can continue to charge for their monthly service. It looks like I am going to have to put a stop on my credit card to avoid being charged tomorrow.

  

  Business response

  02/16/2023

  Dear *****************:

  Our records indicate you contacted on support team overnight 2/15/23. A refund was processed the next day.

  If you require additional assistance, please contact our support team Monday through Friday 10am-6pm at ************************. 

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩