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Business Profile

Trade Exchange

E*TRADE Financial Holdings LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 505 total complaints in the last 3 years.
    • 155 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 my company ESPP with E*trade. There are quarterly dividends that each shareholder gets every quarter.I choose to reinvest all my dividends using Dividend Reinvestment Program (DRIPs). Transaction history shows that in September and December 2022 I got the dividends, but they never been posted to my account. I contacted E*trade multiple times via chat and over the phone. I was told that they see that those dividends haven't been posted to my account and that the case was open to investigate. It's over a month since I first contacted E*trade, but never heard back from them

      Business Response

      Date: 05/22/2023

      May 19, 2023 
      To Whom It May Concern: 
      I am following up on your April 1, 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 detailed response was provided to *** *******, via Secure Message on  May 16, 2023. 
       
      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:03/22/2023

      Type:Product Issues
      Status:
      Unanswered
      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 has shut down my account due to NSF deposits. I understand that's their right but I have money in my account. I've reached out three separate times, about retrieving my money, and I also have one stock, what do I do about that stock? No one has been able to answer these questions and not only have they not been able to answer these questions they've been very unhelpful and rude. I was told to contact my bank and have the bank retrieve the funds from them. My bank has no idea what they're talking about. E-Trade has my money and I want it back since they have closed my account. I want someone from the company to call me on the phone and explain to me how I get my money back. And make sure it's not a rude person

      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 1, 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:03/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 opened a 401k and Roth IRA for my ****** business 10 months ago and do not have access to invest my funds because my account is restricted due to a missing signature on the original application. I have filled out new applications re-signed spoken to numerous customer service reps it has been elevated and escalated many times and I have written a complaint and physically mailed it to them. After months of trying to get access to my accounts and continuing to deposit money in them monthly, I still have no access to these accounts since I opened them at E*TRADE 10 months ago! There is no reasonable or understandable excuse for this to have been going on for this long uncorrected. I continue to call and explain the situation over and over again with no resolution. I have spent hours upon hours on the phone with their customer service department and there is still no resolution and nobody understands why. This should be illegal for a financial institution to operate in this manner

      Business Response

      Date: 04/13/2023

      April 13, 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  March 30, 2023. 
      A detailed response to your concerns was sent via mail by the Compliance Department on  April 6, 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

      Customer Answer

      Date: 04/16/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

      *************************

    • Initial Complaint

      Date:03/21/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 tried unsuccessfully to have Etrade link my ROTH IRA to my external account over a 3 month period. I provided multiple uploads of a letter of intent detailing the instructions and my passport, and spoke with Etrade agents both via chat and phone. Each time I was told it would be taken care of, but it was never resolved. I could not setup the external bank account link myself because I am at university in Canada and my mobile number there could not be used for the mobile identity check. I spent a lot of time trying to get this resolved with Etrade and when I was told again in March that they needed me to upload my letter of intent again for I believe the 4th time I finally had enough. I was trying to get a contribution made before filing my taxes and I lost faith that Etrade agents would be able to resolve this ongoing issue. I opened an account with Vanguard and initiated an asset transfer. I spoke with Etrade agents after initiating this transfer and was told they would waive the $75 fee due to all the issues I had. This is all documented in the chat sessions, in fact 2 separate agents said it would be taken care of and that they could see the instructions made to have this waived. When the account was finally transferred on 20-MAR I noticed that I was indeed charged the $75. I spoke with an Etrade agent on 21-MAR and she said unfortunately there is nothing they could do and that they could not waive the fee. This is extremely disappointing. 3 months of exhausting follow up with Etrade to try and get my bank account linked, failure time and time again by Etrade to handle this, and when I finally move my assets due to Etrade's incompetence, they still charge me the $75 transfer fee after telling me they would not. I would like this $75 credit back to me.

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 attached documents clearly show that a large distribution I made on Jan 3 2023 was accounted and reported as 2022 income, resulting in over stated distribution income from 2022 and a large tax hit if not corrected. While it may be possible that I can file correctly and explain this to the IRS, it would be much better for all to properly account this distribution. I did a similar distribution in Jan 2022 last year, and it was properly accounted. ETrade seems to have changed some of it's accounting procedures since being acquired by ****** ******* and is definitely giving long time customers poor service and inaccurate tax accounting. I have tried multiple times to get them to correct the error, and the flat out refuse. This is unacceptable.

    • Initial Complaint

      Date:03/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 been attempting to make a change to my account for weeks now and there is literally zero customer service available from ETRADE; all physical branches in the Bay Area have been closed and every time I call in to the customer service number I am placed on hold for over an hour and then automatically disconnected. I reached out to a service rep who helped me open my account via email but he refuses to answer my emails despite multiple urgent requests.

      Business Response

      Date: 04/04/2023

      April 4, 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  March 26, 2023. 
      A detailed response to your concerns was sent via mail by the Compliance Department on  April 4, 2023. 
      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Services at 1-800-387-2331. 

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:03/18/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      This company continues to freeze/lock my account, despite how many times I have confirmed my identity. Then, they made requirements that weren't previously disclosed. The last alert was around 4AM on 3/18/2023. They demanded copies of my drivers license and social security card after I already started funding the account and set up direct deposit. They didn't require this to open the account. Rather, they only started this when they learned that I was self employed and where I resided. At this point, they violated my rights and I want the brokerage, checking, and savings account to be closed and I want a full refund of any monies deposited. If I don't get what I want, I'm going to bring action under the MD Truth in Lending Act and MD Fair Credit Reporting Act.

      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  March 25, 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:03/15/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 new E*Trade customer and saw they offer $0 trades on their website, so I opened a standard individual brokerage account. I placed 3 trades shortly after opening the account and was subsequently charged $114 in fees. This brought my account into the negative. I called and the representative told me these were reorganization fees charged by the companies who's stocks I purchased, not by E*Trade. Upon further research I confirmed that this was not the case, but that the fees are in fact charged by E*Trade. The representative told me he could refund one of the fees (which would still leave me with a negative balance). This never happened. I have effectively lost my initial deposit the money I made from the 3 stocks I purchased, and now they are now threatening to send the balance. E*Trade does not have these fees clearly posted on their mobile app (where I created the account and placed the trades), but they are instead buried in some click-through type agreements.E*Trade has not been transparent about these charges and when asked, misrepresented who placed the charges. As a result, I am requesting they adjust my account balance and remove three $38 charges ($114 in total).

    • Initial Complaint

      Date:03/14/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We have been attempting to make a transfer of a retirement account from Etrade to ********. It has taken multiple attempts over the last 2 years. Most recently ******** got on the phone with Etrade and us to solve the issue and get it done. We did everything Etrade has required each time we've submitted the transfer paperwork. Each time it gets rejected for a different reason. At this point we are finding it impossible to get our money back from Etrade. Involving ******** directly in the transfer did not work. We are hoping you might be able to help. Their customer service has not been able to help us with hours on the phone with them. No one there seems to understand how to get a transfer completed from Etrade.

    • Initial Complaint

      Date:03/09/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 purchased 10 shares of stock in December of 2022 (GME) I have been trying to get those shares direct registered since Dec 2022 after I realized I could do this thing. They have not done it. They continue to not to it. I have called multiple times, they have called me at home indicating various reasons why this transaction has not occurred. Each time they have called me with a different reason and explained to me that they were going to take care of this transaction for me. Tired of telephone calls and the challenge documenting these bring, I uploaded correspondence to my account as suggested on their webisite. Their contact us page states "Due to an increased volume of inquiries and operational shift, a response may take 3-5 business days. We appreciate your patience and encourage you to see our online FAQs for fastest service." I submitted this written correspondence on 02/17/23. I have had no response written or otherwise, and the shares are still in my Etrade account. This feels like theft. Is this legal? I need some help, please

      Business Response

      Date: 04/10/2023

      April 10, 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  March 17, 2023. 
      A detailed response to your concerns was sent Secure Message from the Compliance  Department on April 10, 2023. 
      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Services at 1-800-387-2331. 
      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    E*TRADE Financial Holdings LLC is NOT a BBB Accredited Business.

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