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 Holdings LLC

  1405 4th Ave Seattle, WA 98101-2201

• 

  E*TRADE Financial

  75 Rockefeller Plz Ste 1700 New York, NY 10019-6927

• 

  E*trade Financial

  1525 Market Place Blvd Cumming, GA 30041-7935

• 

  E*TRADE Financial

  428 Central Park Ave Scarsdale, NY 10583-1042

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:03/07/2023

  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.

  Hello,I am writing this letter out of concern. I have attempted to reach out several times to customer support for a remedy but a satisfactory remedy has not been reached. I have always had my Dividend reinvestment or **** for *********** (TWO) turned off. Not once, in my history of the account has it ever been turned on. I must stress, that the precedence is that it was turned off. I noticed however, for some reason that without my permission or without my doing, **** was suddenly turned on for TWO. This was for the most recent Dividend Distribution in the amount of $*********. I quickly reached out and asked that it be turned off multiple times. I manually turned it off myself, yet it would simply turn itself back on. I called, chatted and emailed and demanded that it be turned off. Unfortunately I was told, that **** was Hard coded in the back office systems and the request to un-enroll me was submitted (Reference 22142515766881).I asked that my money be distributed at the original balance as if it were not reinvested as it has lost considerable balance since then. Customer service, said the best it could do was sell the **** at an incredible loss. I am counting on these funds for my tax return and will absolutely not sell the amount for a loss. If the amount had not be re-invested as I had asked and has always been the case, this would not be in issue.I have reviewed the customer agreement (************************************************************) and no-where does it state that I am responsible for a mistake of a dividend reinvestment against my wishes by the fault of Etrade. This must be rectified immediately.I did not enroll it in **** and asked several times for it to be un-enrolled. This is a serious ethical and fiduciary violation. So in Summary, We have my account being enrolled in **** (Even though it never had before) and my money being reinvested, even though I specifically asked, several times that it not be, both written and over the phone. I believe E-trade did not act appropriately and due to an error on Etrades end, my money was re-invested against my will. I ask that my accout be credited the original balance of *********.

  Business Response

  Date: 04/05/2023

  April 5, 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 16, 2023.
  

  A detailed response to your concerns was sent via Secure Message by the Compliance Department on March 21, 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:03/07/2023

  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.

  On 2/25/2021 I purchased a Call Option for **** with a $130 strike price and 3/17/2023 expiration date. I paid a $24.05 premium. On 3/6/2023, I went on the E*Trade online platform to evaluate exercising the option to take possession of the 100 shares. I was unsure what path to take on the online portal, so I called into the Customer Service line. I spoke with ******************* and was walked through the process at which point I received an error message, which read stating that there was still time value remaining on the contract. ***** executed the trade while I was on the phone with him and at no point did he forewarn me that the listed purchase price for the 100 shares would be anything other than the $130 strike price in the contract. We actually discussed on several occasions during the call the I was in the money! As soon as the transaction posted, while still on the phone I told him that the price was incorrect ($154.0551/share). We navigated to the orders tab and he advised that it showed $130/share there and to call him back in some time if it did not fix itself. I called back over an hour later after the pricing was not changed and spoke with another representative. She could not locate the date that the option was purchased, nor the premium which was paid and I had to provide that information from my own personal accounting records. I expressed my believe that I was misguided and she put me on the phone with her Supervisor. He said he would listen to the call and get back to me. He called me back this morning and expressed regret for their system not working when I looked to execute the trade, admitted that there was an opportunity for training and that misinformation was given, but did not make any attempt to make me whole other than to say that he would talk to *****'s supervisor regarding training to avoid the misinformation to the next client and pointed blame at me. All conversations were recorded on the E*Trade hotline.

• Initial Complaint

  Date:03/03/2023

  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.

  Date of transaction Jan 15, 2023 - Jan 19, 2023 I made a deposit totalling $49,000 within those period to my etrade accounts, and shortly after my account was restriced even when the money was been drawn from my ***** ***** account which i made the transfers from. i was asked by etrade to provide documents which i have done everytime they have asked going to over a month, one time i called them, i was told to recall the funds back from my ***** ***** account and i followed the advice and did that, i called ***** ***** and filed a dispute, and 9-10 days letter i got a letter from them saying the dispute was denied because the transaction was not unauthorized by me so there was no way they could file to get the money back and i had to contact the merchant directly, they also had my ***** ***** account being scheduled for closure on the 02/23/2023. I went back to etrade after the letter and told them all that had happened and yet the requested i sent in more documents to put my account in a withdraw only status or sent the funds back, right until now etrade still gives me the run arounf and today 03/03/2023 I've been told theres nothing they can do and i had to go back to ***** *****. even when i told them specifically that i already did and it was denied and my ***** ***** account had been closed, they refuse to send the money back to my account before it was closed or via a check like one agent on the phone said they would, they've held the money with them for more than a month without any attempt to return it back to me even when they denied my from using their services and told me they could not disclose the reason(s) for that

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 have an IRA account. Etrade froze the account. Despite spending more than 7 hours with customer service, I cannot gat them to unfreeze the account. As there is no possible for me to access my funds, I am requesting my entire IRA balance.

• Initial Complaint

  Date:03/01/2023

  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.

  Etrade has stolen 5000 dollars from me I opened an account transferred 5000 in the account then they immediately put a restriction on the account so I can't buy stock or take my money back out it has been a week and they just keep making ******** excuses

• Initial Complaint

  Date:02/28/2023

  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 submitted POA  documents to Etrade on January 10, 2023 on behalf of *****************************, Etrade account *********. As of February 28, 2023 the documents have not been processed and I am unable to sell securities to protect the value of the account. ******************** is 86 and Etrade allowed her to buy at least 11 low priced securities, aka penny stocks, on margin and maintain a margin balance. There are 11 low priced securities in the account, out of 22 holdings. I have contacted Etrade multiple times requesting that review of the POA documents be expedited to no avail.

  Business Response

  Date: 03/23/2023

  March 23, 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 9, 2023. 
  

  A detailed response to your concerns was sent via mail by the Compliance Department on  March 15, 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
  

  Customer Answer

  Date: 03/27/2023

  [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: ETRade customer service was not helpful, provided inaccurate instructions, delayed processing documents for weeks, and never once initiated contact with me.  I do not recommend their services and give them a failing grade.  Avoid ETrade.
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:02/24/2023

  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 have a Traditional IRA retirement account with ETrade. I have deposited $9500 in this account in 2020. My account got restricted because I changed my last name. Since I deposited the money I couldn't make any investments because of the restriction. I called eTrade several times, I provided all the needed documentation to get this restriction lifted but nothing changed. I continued to call and the last time I talked to an agent at ETrade was 10 days ago. He said the restriction will be lifted in the next few days but there is no change to my account status. My complaint is that ETrade keeps my funds "hostage". I can't trade, I can't move the money out from this account because of the restriction. I find this practice unacceptable. In addition: - Wait time to talk to an agent is more than 60m - Their contact page does not work (points to ***********************************************) I appreciate any support I can get to resolve this matter. Thank you *********.

• Initial Complaint

  Date:02/22/2023

  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 received an incorrect 1099 from etrade and cannot get the problem resolved. I was issued 1099 for 850k when the total balance of the account never exceeded 240k Furthermore the account is an ira and the funds are not taxable due to rollover laws. I have called several times and they keep telling me just have my CPA handle. I have uploaded the documents clearly showing the account never exceeded this amount

• Initial Complaint

  Date:02/22/2023

  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.

  After transferring my entire portfolio (which included a margin balance) from a different broker, I was immediately assigned a margin call. I decided to transfer my portfolio out of E-trade because of the immediate margin call. I initiated a transfer with the new broker on 2/13/2023. On 2/13/2023, the new broker informed me that E-trade rejected the transfer. I called E-trade on 2/13/2023 to inquire about the rejection. The E-trade representative told me that my portfolio could not be transferred because of the margin balance. I informed the E-trade representative that I initiated a transfer that would include my margin balance. The E-trade representative confirmed that this was the case, put me on hold, returned saying that my margin balance needed to be paid prior to the transfer (even though the margin balance was included in the transfer). I informed the representative that I have a margin call on 2/17/2023 and would like to have the matter resolved prior to 2/17/2023 so I could decide if I want to pay the margin call or liquidate a position. I requested a phone call from a supervisor. The E-trade agreed to have a supervisor call me prior to 2/17/2023. No one from E-trade contacted me and I found out that E-trade liquidated one of my positions. I called to resolve the matter on 2/22/2023 however I was informed that I have no recourse in this situation. E-trade held my portfolio hostage by rejecting the transfer (that was initiated prior to the margin call) and subsequently liquidated my position.

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service 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.

  My wife and I each tried to open an e*trade account. They instantly verified my and opened my account without me providing any information beyond their application. My wife, however, has been asked to do multiple steps of additional verification. The latest step that they asked for was for her to write a handwritten letter and mail it in. This is ridiculous considering she is better qualified than I am. This process that they are putting through clearly intends to make it difficult for her and suspiciously seems like they are trying to turn her away. The company has also refused to tell her why her account has been "flagged." Given she has already turned all her personal information over to this company it she has a right to know what's going on. They asked her for a copy of her license, which she provided only to get instantly asked for more things. Her appearance should have no effect on her ability to open a trading account. I didn't have to do this.