We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Trade Exchange

E*TRADE Financial Holdings LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trade Exchange.

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 a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/13/2023

      Type:Customer Service 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.
      Order ****was executed significantly higher than current time and sales, additionally afterore than 10 years with E Trade mysteriously 3 weeks ago without my consent removed real time data, when I called in to complain someone who sounds like working from home said " oh because you also have an entity acct we have to charge you now", it looks like this unauthorized change and lack of transparency on real time account balances and real time quotes, would make an average retail trader easy prey, but I use other sources like trading view real time charts and *********. I see they just executed me nearly a dollar higher in price. Customer service is poor and chat is poor in getting some answers......by the way I was told to close my entity account if I wanted my account real time restored like it was for 10 years....well I closed it more than a month ago and my account is still displaying bogus financial quotes and untrue balances.......very poor interface.

    • Initial Complaint

      Date:02/08/2023

      Type:Customer Service 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've been trading with Etrade for over 10 years. I have a good amount of money invested with them. I always make deposits and they are available to trade immediately. Today, that changed, I went to make a trade and it says it wont be available for several days. I called and no one could give me a reason as to why it was not available. I asked to speak to a supervisor and was basically told that i could not get transferred. They said someone had to call me back and its been 4 hours with no such call back. This is lousy customer service and a total disrespect to a loyal customer. Meanwhile, the trade i was attempting to make went up 60%. Very distrubing.

    • Initial Complaint

      Date:02/08/2023

      Type:Customer Service 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.
      Hi,Etrade account number - ********* I received email from etrade stating account can't be accessed and they asked to call, so I called etrade customer service office 02/07/23 and tried to resolve the issue however I am not getting correct answers. They said they put account restriction on my account. All we try to do is to transfer the fund from my etrade account to my personal checking account for $9400. Also I need to include my dad "*************************************" as an authorized user for my etrade account. We both were on the call yesterday and I told them I am giving full permission for my dad to access my account. We called multiple times customer service yesterday as we don't feel confident in one person's answer and not getting proper answer from anyone. To include my dad as an authorized user, one person on the call says just upload a copy of the driver and SSN and the other person says DL copy as well as authorization letter required, and the third person says "Power of attorney" letter and ID proof required. This brokerage firm should give proper instruction on what details are needed to add an authorized user. This is wasting lots of our time as well as giving a bad image about this firm. This is the compliance issue, and this firm is not following business ethics and guidelines. Sent email yesterday but no response yet. Also, my dad is already included in the "Account preferences" trusted contact person list in my online profile. Please refer attached. All I need now is what information they needed to include my dad to have full access my account as well as what information they needed to remove account restriction and we shauld be able to access the account.

    • Initial Complaint

      Date:02/06/2023

      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.
      We attempted to do an Ira roll over and were sent to an internal fraud department. Etrade messed up and then wanted us to write them a "letter of intent" they explained why we want to use them.

    • Initial Complaint

      Date:02/06/2023

      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 requested January 19th that my account be closed and that the balance be transferred to my ***** ***** account. January 20th I received a notification from Etrade that the transfer was complete.  I received no further info until I contacted them on January 27th. The rep I talked to told me that I needed to upload a copy of my photo ID with a signed letter stating the reason that the transfer was returned (because unbeknownst to me ** had already closed my account with them).  As I kept asking questions and not getting satisfactory answers, the Etrade rep hung up on me.  I immediately uploaded the requested letter (typed with electronic signature) with my ID.  I initiated an online chat February 1st to ask why my account still had not been closed.  I was told that my uploaded documents had been rejected and that I should have been notified of this.  (I had not been notified.).  They used vague terms, stating for example that my documents were "not in good order."  I repeatedly asked clarifying questions which they refused to answer.  I was given confusing and contradictory instructions about what the problem and requirements were.  I was told the letter had to be handwritten (not just a wet signature, but the entire letter).  I submitted a new handwritten letter and was then told they were not requiring anything further and that a check for the balance in my account would be mailed to me within 2 days.  Again hearing nothing, I initiated another online chat today.  I was told that my photo ID was not legible.  When I complained that I had already submitted it multiple times, I was told the ID was ok after all.  Then I was told that I need to submit a bank statement from ***** ***** proving that that account was closed.  i asked why this was necessary and why I was not told of this requirement before.  They would not answer those questions and just said it's protocol.  The rules and requirements keep changing. There is no reason to require a statement from **.

    • Initial Complaint

      Date:02/06/2023

      Type:Sales and Advertising 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.
      My deceased father held an account with Etrade. I am the Executor of his Estate. Since I began trying to secure the asset for the Estate EVERY step of the way Etrade has disobeyed my directives and made each and every step an ordeal. My father's account was supposed to be closed and all of the assets transferred into an Estate account for me to administer. Instead, unlike every other broker, Etrade made me create individual broker accounts for myself and the other beneficiary, and then they made the distributions. This goes against both the Will, what was instructed by the Probate attorney and my directive. Since then, additional cash was deposited into my father's account, without notice to me. Etrade mailed statements to my father's old business address, which is no longer active, and on top of that, assessed the account paper statement fees that they withdrew. Last week I finally received one of the statements, after over 4 months. I called Etrade to have that money either sent to me, or transferred over to me. Of course this became another ordeal. The money is CASH. All they had to do was send a check, or transfer the funds, no, instead, they again split the money into partial cash, and split that among accounts, and then put the rest into dividends that are again needing to be somehow distributed and split. I have NEVER seen a more incompetent and ridiculous broker as this one.

      Customer Answer

      Date: 02/16/2023

      ---------- Forwarded message ---------
      From: ******************************* <********************>
      Date: Thu, Feb 16, 2023 at 1:25 PM
      Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania * in regards to your complaint #********.
      To: Better Business Bureau <[email protected]>, [email protected] <[email protected]>

      The matter has been resolved. You may close the complaint.

      Thank you

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

    • Initial Complaint

      Date:02/06/2023

      Type:Product 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.
      My mother made a custodial brokerage account for me, and I recently started the process of claiming the money since I am now 18. I have been calling ETRADE's Customer Support for over three weeks now, and they have been giving me the runaround and omitting information that would get the transfer done faster. I have now come to believe that they are stalling, possibly because of my age and are trying to take me for a ride. They asked me to upload my passport twice, and asked me to upload an extra form that I did not need [**, although I only needed **]. I am escalating this now and need them to process my money ASAP.

      Business Response

      Date: 03/01/2023

      February 24, 20233 

      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  February 16, 2023. 

      A detailed response to your concerns was sent via Secure Message by the Compliance  Department on February 24, 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:02/02/2023

      Type:Billing 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.
      On January 31 2023 a trade was made from my account that was not authorized by myself. I contacted customer service on February 1 2023 and inquired about the trade. I was told that my account had a negative balance due to some stock restructuring and that it is standard to charge the fees. I was not notified that these fees were charged to my account hence putting my account in a negative balance. The company never sent an email advising that if the negative balance was not taken care of by a certain date that they would sell my stock to cover that balance. I had a savings account with them that the money could have been transferred from instead of selling my stock. When they sold my stock without my permission I received an email. Though when fees from stock restructuring were charged to my account they sent nothing. When the account went into a negative balance they sent nothing. Also when the stock was sold they charged me a total of $13.90 in commission fees on the sale of the stocks. These practices are deceptive at the least.

      Business Response

      Date: 04/18/2023

      April 14, 2023

      To Whom It May Concern:

      I am following up on your January 13, 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 *** **** through Secure Message on April 14, 2023.

      Sincerely,

      Compliance Department
      E*TRADE Securities LLC

      Customer Answer

      Date: 04/20/2023

      [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:


      Regards,



      ******* ****

    • Initial Complaint

      Date:01/30/2023

      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 originally received an insufficient funds notice from E*Trade and I do not have an account with them. I then pulled a **** Systems consumer file and indeed had an inquiry from E*trade on there. I called E*Trade and they advised me that I do not have an account and that nothing exists. I then wrote a formal dispute to E*trade with the letter attached and the consumer file and have yet to hear back. Getting someone on the phone to help is very difficult as well because I do not have the account number in question. Please help me resolve this account and make sure that it does not impact my consumer file.

    • Initial Complaint

      Date:01/30/2023

      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 am trying to transfer my money from E*TRADE to my bank but am not able to do this due to E*TRADE internet problems. Its the same bank I used to fund the stock account. So I tried to close account and it will not allow me to do that. Then I tried texting and no response. Then I called several times and placed on hold for over an hour. I need my money ASAP due to an emergency and am very dissatisfied with customer service.

      Business Response

      Date: 03/14/2023

      March 13, 2023 

      To Whom It May Concern: 

      I am following up on your February 6, 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 response was provided via Secure Message to *** ******* on March 13, 2023. 

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.