Reviews
This profile includes reviews for Equity Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 79 Customer Reviews
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Review fromfred n
Date: 01/05/2024
4 starsI agree the website can be diffcult to navigate..
Had to take my RMD last Dec. the customer service girl was very helpful and knowledgeable.
Equity Trust Company
Date: 01/11/2024
Hi ***** we are happy to hear our team was able to provide a friendly and helpful experience! Thank you for your feedback, we hope to give you a 5-star experience in the future.Review fromClient G
Date: 12/23/2023
1 starUnhelpful, unfriendly, unprofessional!!
Equity Trust Company, why are you so bad???
Cory, Sheila and others representatives switch to each other and Sheila likes to say " Why did they transfer you to me" and switch to robotanswer... You could deal with their hotline for more than an hour and get very poor, unhelpful service!
Dealing with Equity Trust Company is not nice at all!
If you'd like to talk to a real person you could call as a NEW client and ask for a manager.
Also, their web-online system does NOT work right and customer service says "I do NOT know why it does NOT work"
--Equity Trust Company
Date: 01/04/2024
We're sorry to hear about your experience and we value your feedback. Our teams are working diligently to serve our clients. Please reach out to us at ************ at your earliest convenience for assistance. Again, we apologize for your negative experience.Review fromBrandon S
Date: 12/20/2023
1 starOpened an account with Equity Trust in late December with a zero balance. I planned on funding the account in January. I subsequently received a bill to pay for an account fee of $50 for opening it and a $320 annual maintenance fee. On Equity Trusts fee schedule, at least $15,000 is required in the account for the $320 maintenance fee to apply. It also lists a $1 minimum for the lowest annual fee of $225. I emailed the account representative that I worked with to open the account (Christian C.) stating that I was more than willing to pay the account opening fee, but needed an explanation for the account maintenance fee. He responded with "you must pay the $320 fee" with no explanation. When I asked twice for an explanation due to the discrepancy versus the listed fee schedule, I received no response. I then asked to close the account and received a reply 7 minutes later from Christian confirming the account is closed. What a waste of my time. Now they will receive nothing from me.Equity Trust Company
Date: 01/04/2024
Hi *******, we appreciate your feedback. We regret to hear your experience with Equity Trust was not a more positive one. Please reach out to ***** ******** if there is anything we can do to assist you further.Review fromC. W.
Date: 12/19/2023
1 starIf you read thru the comments there is a visible trend. People putting money into Equity Trust are raving about the customer service. People wanting to pull money out are angry and frustrated. This is my experience as well. They were great up front, responsive to calls and emails, providing great information. Once I was onboard, I realized what a dumpster fire their website is and trying to get in touch with a human is next to impossible, I have yet to call them and not sit on hold for 30-45 minutes minimum and have been disconnected nearly every time I have called them causing me to start over again. I just tried to log into the website and found my access had been disabled and the reason indicated is that I owed fees. Well...what happened is my credit card expired and they are unable to manage this on their own ("updater" services are supported by all of the card brands to avoid such things). Their site redirects to a different domain asking for your ACH (bank account) information to set up payment. This was un-authenticated and poorly documented. It frankly looks like a scam...and as a cybersecurity expert, I was very concerned. So...now I sit on hold (40 minutes in so far at 2PM on a Tuesday), without access to my account balance or anything else. This company has GARBAGE customer service and their technology/website/security & privacy team(s) are a complete joke. I am going to immediately start looking for another company to transfer custody to as these folks are clowns. I would like to leave zero stars.Equity Trust Company
Date: 01/04/2024
Hi ******** we're sorry to hear about your experience and we value your feedback. We would like the opportunity to address your concerns. Please reach out to us directly at ******************com when you have a chance. Thank you, and we look forward to hearing from you.C. W.
Date: 01/04/2024
So…the response from ETC here is essentially “send us an email”? This is a ridiculous response. The issues which I described regarding customer service will never be resolved via an email from me and will require ETC to do basic performance management in this area…this is not hard, but it will impact your cost of doing business in order to improve. Secondly, I provided you the technical solution to expiring credit cards on file, this is also not difficult to fix if you had competent technologists on staff which is clearly not the case. Other technology issues associated with your website and back end are also fairly easy fixes but will require investment on your part and I am not providing you with solutions for free. ETC is a mess of a company and should be avoided.Review fromNancy B.
Date: 12/16/2023
1 starThis company is extremely hard to deal with. I began in May, 2023, to have investment funds transferred into my name as the spousal beneficiary after my husband died in April, 2023. This took several months and numerous phone calls (with long waits on hold) and never speaking to the same person twice, before the funds were finally transferred into my name. I have now been able to transfer these funds out with the help of my financial advisor. This process took 7 months to accomplice.Equity Trust Company
Date: 01/04/2024
Hi *****, members of our team have taken steps to resolve the issue. We regret to hear your experience with Equity Trust was not more positive. If there is anything else you need, please send your contact information associated with your account to *****************.com so a team member can reach out to assist you.Review fromHeather F
Date: 12/14/2023
1 starThe service at the company is despicable. The hold times for help are typically hours long. When a representative answer they are not helpful, document processing takes months, they do not contact to let you know if anything is needed for processing. There is NO avenue for escalation, they tell you someone will call and its just another representative that isnt helpful.Equity Trust Company
Date: 12/20/2023
Hello Heather, we regret to hear your experience with Equity was not a more positive one. Please send your contact information associated with your account to *****************.com so a team member can reach out to assist you. Thank you.Review fromDean P
Date: 11/18/2023
5 starsThe customer service agent I talked to answered my questions on fees very professionally and friendly.Equity Trust Company
Date: 11/22/2023
Dean, thank you for taking the time to leave a positive review! We are happy to hear our team provided you a positive customer service experience.Review fromJanet F
Date: 10/25/2023
1 starI have been trying to sell my shares, since 8/7/2023.
I have been given the run around for the last few months. Each time I have been told my transaction has been completed. But as of today, NOTHING has been done.
Was told to send forms at least 4:different times.
Meanwhile the value of my account has changed due to market.
I can never get an answer. My rep who was handling things, basically never returned calls. The other person who decided to help is out of office.
I am afraid they have done something incorrectly….and will not face me with news.
Again, i am on the phone trying to get this completed.
I would NEVER recommend this company.Review fromlynda R
Date: 10/13/2023
5 starsI have had great service with Equity. The customer service agents are knowledgeable and will help you through all transactions. I have no complaints.Equity Trust Company
Date: 10/24/2023
Hi *****, thank you for taking the time to leave a positive review. We appreciate your feedback!Review fromSamantha R
Date: 09/19/2023
1 starI received a email with an account number for an account I didn’t open. I’ve emailed their help three times and called twice. First phone call included a 25 minute wait and then the call was disconnected. The immediate callback included a 45 minute wait. Dennis answered and was helpful enough and offered a simple solution. The problem is that the account was initially opened without my consent or knowledge. I had no confirmation of its closure and I just received a bill for $150 for an account opening I didn’t consent to, was never funded and was closed as soon as I found out about it. This company is a total scam.Equity Trust Company
Date: 10/13/2023
Hi Samantha, we are sorry to hear your experience with us was not a more positive one. We have identified the issue and a resolution. Thank you for taking the time to leave a review, we value your feedback and hope to provide only positive experiences going forward.
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