Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:01/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried on multiple occasions since January 2024 to get a hold of the company to close the account; however, they have never answered the phone and have never returned the voicemails. The chat feature in their portal has always been unresponsive (no one has ever answered it).
There are no features and/or options in their portal to close the account.
The company charged my credit card for account maintenance in both January 2024 and January 2025. I want both fees returned to me and the account balance refunded to me.
Business Response
Date: 02/12/2025
Hi,
We have a note on file from 1/31 saying the closure fee has been waived, as well as the 2025 Custodian fee when closing documents are received.
Our Client Relations Manager confirmed that he spoke with you as well and you two came to an agreement.
Due to this, we believe the matter is resolved.
Thank you,
IRA Financial
Initial Complaint
Date:01/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Will not return $44,200.Business Response
Date: 01/31/2025
Hi,
We've been attempted to contact you to proceed with your request.
Please give our Outgoing Funds team a call at **************.
Thank you,
IRA Financial
Initial Complaint
Date:01/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
IRA Financial is attempting to charge me a $250 per account fee to close accounts. Their customer service is extremely difficult to get contact. Last November i requested that they close one of my accounts and put the other on hold to avoid any more quarterly fees. I filled out the required closure form and received a closure confirmation document. At the beginning of this year, they charged me annual subscription fees for both accounts after telling me 5 weeks earlier that the accounts would be closed and all fees would cease. It took me two weeks to contact customer service because they would not answer the phone, or respond to emails or voicemails. When i finally did get to talk to someone, they told me i would now be charged $250 to close one account, so they would be keeping the erroneously billed 2025 subscription fees to pay for the $250 account closure fee. This fee was never mentioned when i was closing the accounts two months ago.Business Response
Date: 01/22/2025
Hi,
We were under the impression that this issue had been resolved. If anything else needs to be done, please let us know and we will be able to look into it.
Thank you,
IRA Financial
Business Response
Date: 02/12/2025
Hi,
Our records indicate that our Director of Operations, ****, has reached out to you and confirm that the account closure fee will be waived.
He also reached out again on 2/4 and has been waiting for a response.
Due to this, we believe that the matter has been resolved.
Thank you,
IRA Financial
Customer Answer
Date: 02/14/2025
Complaint: ********
I am rejecting this response because:
IRA Financial has only partially addressed my complaint. The IRA Financial Director has yet to address whether or not I will in the future be charged an account closure fee for the one account that must remain open to receive settlement funds over the next two years.
Sincerely,
******* ******Initial Complaint
Date:01/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
IRA Finantuacial is the SD IRA provider and I have an account that is established few years ago with them. I am trying to reach them for the last few weeks and have not been getting any response to my email, phone or chat messages. The chat has been turned off and the voice messages left is not retruned.
I had a invesment at a third party (Acre Trader) that was dissolved and had to account that s per the regulations by end of the year and the third party had also tried to contact IRA financial several times, but received no response.
I am concerned that if the trust is in business or not, but i see the automated fee deuctsion getting charged to my credit card periodically.Customer Answer
Date: 01/06/2025
The business responded to my email today aftre the wait of 2 weeks, so please cancel this complaint
Thank you
****
Initial Complaint
Date:12/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
- I had entrusted retirement funds with this firm several years back.
- This firm had mismanaged personal information that lead to the loss of retirement funds of some of its customers.
- Because of this, I removed all of my funds and requested my account be closed on numerous occasions.
- Given I have no funds with this institution, no services have been offered.
- Though no services have been offered, I have been billed a $300 charge that has been sent to collections.
- I am requesting the removal of this invoice, as no services have been provided.Business Response
Date: 12/20/2023
Unfortunately, we couldn't close your account due to having funds in your LLC account yet. Now that we've received all the appropriate paperwork to process the remainder funds from your LLC and the LLC dissolution paperwork as of 12.18.23 we will be able to close your IRA account. We've adjusted the fees on your account as well. Thank you for your cooperation with processing your account closure request.Initial Complaint
Date:12/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am hoping this will clear some things up quickly. I will be happy to change this review if I can get some answers and gain access to my acct. I have an email with screenshots sent to Trisha at IRA Financial Trust and hope to have a quick remedy - I will be happy to update this afterward.
The main reason for my arriving at BBB is that in June 2021, I was told to move my money into a fiduciary bank - They used *********** and have some "umbrella acct" housing all the Solo 401k's and Solo IRAs -- I am saying that because since the wire transfer, my IRA Financial Trust acct reads ZERO with an asterisk saying "cash held at ***********" I have been all over the IRA site and am not able to find anything about the wire transfer, the *********** acct housing my wired funds, I have never been contacted by *********** about establishing my acct in a manner allowing me to gain access to it. I had been told I would gain access through IRA Financial, but the acct there is zero'd. The wire transfer info doesn't indicate the acct # it was sent to. I need to see, use, and access my retirement (it's my life savings), and it appears to be lost in some cyber wire transfer.
Things to note, I opened an acct in 2020, which was supposed to be a one-time fee -- the rate changed. Then I was charged two annual payments, 1 for $*** and one for $*** - I was told this was an error and it was only a $*** fee if I wanted consulting... It is an uncomfy feeling to be out of touch with my life savings; log into what you think is a Financial Trust acct and see 0's -- Terrifying doesn't do it justice. I have not used any consulting. I will keep you posted with updates.Business Response
Date: 01/20/2023
Business Response /* (1000, 5, 2023/01/03) */
Your account at *********** is a ************** Checking account which is managed by IRA Financial therefore you don't have full access to view the account, we are more than happy to send you screenshots of your balance, we can also give you a copy of the account number so you can call *********** as well. A customer support specialist will be contacting you within 24 hours to explain how the solo accounts work. For future customer support needs please call ************ or email us at **************************
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