Complaints

This profile includes complaints for E*TRADE Financial Holdings LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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E*TRADE Financial Holdings LLC has 14 locations, listed below.

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  E*TRADE Financial Holdings LLC

  671 N Glebe Rd Arlington, VA 22203-2120

• 

  E*trade Financial

  1525 Market Place Blvd Cumming, GA 30041-7935

• 

  E*TRADE Financial

  428 Central Park Ave Scarsdale, NY 10583-1042

• 

  E*TRADE Financial

  1001 Franklin Ave Garden City, NY 11530-2925

• 

  E*TRADE Financial Holdings LLC

  1405 4th Ave Seattle, WA 98101-2201

The 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:04/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Called E*trade to withdraw funds and close the E*trade account. Called on three occasions. Was told that another account had to be opened by my son and then funds could be withdrawn. E*trade refused to assist in withdrawing the funds and closing the account. Was told that an account had to be opened online by my son and then the first account could be closed and withdrawn. It does not make legal law statutute. There was an error on their website that an account could not be opened online. Called again to E*trade and the rep refused to close the account and send a withdrawal of the amount in the account. She also refused to assist with the error on their website.E*trade is illegally holding funds that a request for wothdrawal and a request to close the account has been made.

  Business Response

  Date: 05/01/2023

  May 1, 2023 
  

  To Whom It May Concern: 
  

  I am following up on your April 11, 2023, letter to ***** ********** requesting a  response to ******* ****’s complaint in the above-referenced matters.  

  Unfortunately, we are prohibited by Securities and Exchange Commission Regulation S P and Morgan Stanley’s internal policies from disclosing non-public customer  information to nonaffiliated third parties, including the Better Business Bureau. This  prohibition extends to any description of the customer complaint or its response because any meaningful discussion of the complaint would generally require the disclosure of  personal information about the customer, his or her finances, and investment objectives.  
  Please note that a detailed response was provided to *** ****, via mail on May 1, 2023.

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  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.

  E Trade new accounts have negligently or incompetently provided terrible communication for my new business brokerage account " EQUITY STRENGTH LLC" Long before Morgan Stanley purchases E Trade I've had more than 4 accounts at Etrade and been a customer over 7 years, most recently I've recieved 4 different lies of needing to fill out a check in a single box for margin, even though a whole application section for margin was completed, I also was told one week they just needed to know how I was gonna fund the account, today's new rejection is GET THIS...they don't know if I'm a US citizen....they sure knew I was a citizen for my 4 other accounts and Etrade banking account also. All the E Trade reps say the new accounts review team work remotely and can't be contacted direct.....so they work in steal mode...... I'm making this official complaint

  Business Response

  Date: 04/27/2023

  Attn: Dispute Resolution,

  The Firm's response is attached.

  Thank You,

  Customer Answer

  Date: 04/30/2023

  Complaint: ********

  I am rejecting this response because: ETRADE BY MORGAN STANLEY IS REFERENCING THE SEC AS REASIN FROM ADDRESSING MY COMPLAINT, I LL NOW CONTACT SEC FOR HELP
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  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 received a promotional email from ETrade asking me to re-engage with the firm, and offered a promotional bonus of $1000 when a deposit of $200,000 or more, ** October 2022. I opened the account in November 2022 using the provided link, transferred over $200,000 fund within a week, but never received the bonus. I called customer ******************** a few times, and uploaded the initial promotional email and provided all the requested information; however eTrade still refuse to honor the promotion and did not provide me with the credit.

  Business Response

  Date: 05/01/2023

  To Whom It May Concern:
  
  I am following up on your April 11, 2023, letter to ***** ********** requesting a
  response to **** **** complaint in the above-referenced matters.
  
  Unfortunately, we are prohibited by Securities and Exchange Commission Regulation S-
  P and Morgan Stanley’s internal policies from disclosing non-public customer
  information to nonaffiliated third parties, including the Better Business Bureau. This
  prohibition extends to any description of the customer complaint or its response because
  any meaningful discussion of the complaint would generally require the disclosure of
  personal information about the customer, his or her finances, and investment objectives.
  
  Please note that a detailed response was provided to Mr. ****, via Secure Message on
  May 1, 2023.
  
  Sincerely,
  
  Compliance Department
  E*TRADE Securities LLC

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The company closed my savings account in February 23. They continue to tell me they have mailed me a check with my funds, however, I have not received it to date and they are giving me the runaround. The amount is approximately $25,000. They are keeping my money from

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a trader and use the platform E*trade. This is not the first time that this happened. However, I get always discouraged to get hold on them, because there is a constant message in the screen " Due to the high volume calls... one should look for FAQ, instead of calling."(see file_1) On 03/27/23 while waiting to trade a stock, however towards the end of the day-trading close to 4 pm, the stock was showing the WRONG real-time value of the stock. I was about to sell for $2.7629, but it suddenly jumped to after hours and I did not understand why and at the same time showing after hours trading, (see file_2). Even though I noticed something wrong, I closed the screen and turned to another page listing the portfolio, to log off, when I saw that the actual closing price was not for $2.7629 but $ **** (see file_3). Since I could not take the time to resolve this and as, again, the call volume is always high and difficult to get someone, I left to do it around 4:30 am, my time. Then I got hold to someone, I sent the file, I explain I want to sell the stocks at $2.7629, and about the mistake of the platform. He said he would call me or write a message. HE DID NOT CALL ME! I understood that I would receive a message in my phone about actions. But none! Until I opened the site and saw my stock now at a much lower value, but was still expecting the answer and to me clearly they would agree with this. Since I got no call or message on my phone, I called around 10:30 am and the guy wanted me to explain everything form start. I asked for him to look for notes or case number... Until he took some time and returned that there was a message for me in the MESSAGE CENTER where I still to figure out how to find and seeing that my request WAS DENIED. With all of these, I lost at least $700.00, which I want to recover. This is my request that BBB contact the bank. In the file_4, you can see their answer, which is completely unacceptable, and that is why I took this time to write.

• Initial Complaint

  Date:03/27/2023

  Type:Customer Service Issues
  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.

  ETrade has been unwilling to allow me and my mother as successor co-trustees to marshal Decedent's accounts held in his trust. Initially we were told review of paperwork would take 10-14 business days. It has now been more than 30 days. They have been unwilling to allow us to take steps to liquidate risky stock holdings, have been unresponsive to our phone calls or requests for management involvement and have issued numerous contradictory document requests. ETrade admits that they unintentionally and wrongly destroyed customer identifying information to allow them to timely process the transfer of ownership due to the account holder's death, but have not provided clear or consistent communication to allow us to access the Decedent's account. My requests to speak with a manager who is capable of providing clear information has been ignored and my case manager has not responded to any requests for information. During this time the market has decreased causing a loss in value of the securities in the account. Case No. ********

• Initial Complaint

  Date:03/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 deposited $3010.00 into a recently opened savings and brokerage accounts with ETrade. The company has stated to me that it has decided to exercise it's right to refuse service to me, has closed my account without notice, and kept my money. This occurred after providing them with my social security card, drivers license and RE-verifying an already verified bank account in order to remove the funds that I quickly felt unsafe about trusting with them. Over two weeks passed since I initiated my account before I decided to deposit money. No "further verification" was requested during that time. Two days after depositing my money, my account is "restricted" and I am unable to access my money or do anything with it until I provide the additional docs they requested. My money was held hostage and then stolen. I was told when I was quickly booted from my account after attempting to transfer my funds back to the account they came from (external account) that my account was deactivated and transactions have been canceled & if I want additional information I will have to wait 5-10 business days to receive a letter IN THE MAIL that will likely state they had some right to rob me and how to deal with identity theft. They have violated me, my trust, my ability to feel safe and I want my money back! I regret trusting them and thoroughly wish I had never attempted to invest with ETrade, one month ago. Now I feel as if my whole identity is at risk and am $3010.00 poorer without ever making one trade or trying my hand at buying one stock. I wish to have all my documents deleted from their system, and my money back. I don't care if they keep my name. Or my applications. My personal information was taken from me only because my money was being held against my will. And then my money was taken too.... I have been violated.

  Business Response

  Date: 04/20/2023

  April 20, 2023 
  

  Dear *** ********:  
  

  On behalf of E*TRADE Securities LLC (E*TRADE), this letter is in response to your  correspondence to the Better Business Bureau (BBB) that was received by E*TRADE on  April 6, 2023. 
  A detailed response to your concerns was sent via mail from the Compliance Department  on April 20, 2023. 

  E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Services at ###-###-####. 
  

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC
  

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lived in ****** most of my life, in 2019 I moved to the US and worked for a US employer with an L1 visa, so I have an SSN. In 2021 I moved back to ****** and the work visa was canceled or revoked. As a person living and working outside the US I asked to certify to W8. I submitted all the forms they requested, went to a translation agency to translate an electric bill, filled some form that they asked. And in the last 4 months they haven't certified me. I work as freelance in ******, and they keep asking me to ask me to provide a valid L1 visa. I insist that I can't provide one, and they don't care. The end result is that for 4 months they haven't certified my tax situation. Before I moved to the US I used an ITIN number, since 2019 I use an SSN. The IRS instructs to keep using it (*************************-*****using-a-social-security-number-ssn-or-individual-taxpayer-identification-number-itin-when-filing-your-tax-return) to report my taxes. So I have an SSN but I need to certify with W8. And 4 months of unreasonable demand is enough, therefore I file the complaint.

  Customer Answer

  Date: 04/01/2023

  The reason for the complain is that eTrade fail certify me for W8. I tried to resolve it myself but after 4 months of discussions with their customer support they insist that I need to provide them with a valid US work visa. Which is ridiculous because I don't live, nor work in the US, so I can't provide any.

• Initial Complaint

  Date:03/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 qualified for and was credited for a $200 bonus E*TRADE offered. E*TRADE decided to close my account and confiscate my bonus. They had no right to do this.

  Business Response

  Date: 04/19/2023

  April 19, 2023

  Dear *** ***:
  

  On behalf of E*TRADE Securities LLC (E*TRADE), this letter is in response to your correspondence to the Better Business Bureau (BBB) that was received by E*TRADE on April 1, 2023.
  

  A detailed response to your concerns was sent via mail by the Compliance Department on April 3, 2023.
  

  E*TRADE appreciates the opportunity to address your concerns; if you still require assistance, you are encouraged to contact Customer Services at 1-************.
  

  Sincerely,
  Compliance Department
  E*TRADE Securities LLC

  Business Response

  Date: 04/25/2023

  April 25, 2023

  To Whom It May Concern:
  I am following up on your April 25, 2023 letter to ***** ********** requesting a response to **** ***’s complaint in the above-referenced matter.
  Unfortunately, we are prohibited by Securities and Exchange Commission Regulation S-P and Morgan Stanley’s internal policies from disclosing non-public customer information to nonaffiliated third parties, including the Better Business Bureau. This prohibition extends to any description of the customer complaint or its response, because any meaningful discussion of the complaint would generally require the disclosure of personal information about the customer, his or her finances, and investment objectives.
  Please note that a response was provided directly to *** *** via mail on April 3, 2023.
  Sincerely,
  Compliance Department
  E*TRADE Securities LLC

  Customer Answer

  Date: 04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  E*TRADE failed to pay me the $200 that they still owe me.
  
  In E*TRADE's response they failed to mention what specific terms of the promotional offer were not met. That's because I did meet all of the terms, and if I failed to meet any of the terms it was due to E*TRADE's actions. Of course the minimum holding period could not be met, due to E*TRADE's decision to close my account.
  
  In the statements that E*TRADE mailed to me, there is not even a transaction entry for the bonus confiscation. My account balance is still approximately $200 according to their statements, but they are refusing to refund it. Part of the balance includes interest payments. How do you have a right to steal that too, E*TRADE Compliance Department?
  
  E*TRADE also failed to mail me my tax document as they promised in their letter.
  
  Their entire recounting of events in the letter forwarded to *****, SEC, and KY AG is full of lies. ACH recall was never "suggested" to me, it was demanded.
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 created an E*Trade account online and transferred $100. US dollars into my E*Trade account. I left the funds there while trying to decide how to invest. Today, when I checked the account, every last penny was gone. In addition, their records will not even let me go back to view the date of funds transfer into the account with them. In other words, E*Trade STOLE my $100. They cannot claim that it was lost do to any investment because the money just say there. Now it is at zero. They are theives. I have not been able to reach them by phone. They have no email by which I can contact them. I also see now that they have hundreds of complaints. This is outright thievery. I would like my money refunded in full. I do not expect interest, just my $100. back in my bank account.