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:01/30/2023

  Type:Sales and Advertising 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.

  There was a Etrade promotion email last December. I opened a new account before deadline and put in $5000. Per their rules, I should have received $100 but it's been a year. It's been a year and I had multiple exchanges with Etrade but they still would not give me the $100 as promised in their promotion. Etrade made the fraudulent claims about the promotion by not honoring it. See rules I pasted from email I received below:"Valid for one new E*TRADE Securities brokerage account opened by 12/31/2019 and funded within 60 days of account opening with $5,000 or more.Cash credits will be granted based on deposits of new funds or securities from external accounts made within 60 days of account open as follows: $1,000,000 or more will receive $3,000; $500,000-$999,999 will receive $1,500; $250,000-$499,999 will receive $1,000; $100,000-$249,999 will receive $500; $25,000-$99,999 will receive $200; $5,000-$24,999 will receive $100. Once account deposits reach $5,000 your account will receive $100 within 7 days. "

• Initial Complaint

  Date:01/30/2023

  Type:Billing 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.

  E*TRADE never informed me of a transfer fee as I contacted them stating due to COVID-19 and my identity being compromised after my home was broken into I had to transfer my brokerage account to another provider.

  Business Response

  Date: 03/14/2023

  March 9, 2023 
  

  To Whom It May Concern: 
  I am following up on your February 2, 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 mailed to *** ******* on March 9, 2023. 
  

  Sincerely, 
  Compliance Department

  Customer Answer

  Date: 03/14/2023

  [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:01/30/2023

  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.

  (1) I recently transferred one of my accounts (account ending ****) to a new servicer. E*Trade required a phone call to process the transfer, which required that I sit on hold for over 30 minutes. When I finally got a person on the phone, he asked a couple of questions and then happily processed the transfer, never mentioning anything about a transfer fee. Nowhere did E*Trade disclose the transfer fee to me. I learned of it for the first time only after my transfer was complete. The fee is a flat $75, which is about 2% of the entire account balance. That's an outrageous amount for a clerical act, especially considering that it wasn't disclosed. I demand a full refund of the fee.(2) The account still has a cash balance of over $200 that ETrade didn't transfer. The account appears to be locked. ETrade is demanding that I call them (again!) before they unlock my account. But the wait time is now over 60 minutes! I can't sit on hold for 60 minutes. I want my balance released to me.

  Business Response

  Date: 03/14/2023

  March 9, 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 mailed to *** **** on March 9, 2023.

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC

  Customer Answer

  Date: 03/15/2023

  [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: In its private letter to me, E*Trade said little more than "this is our policy" and that the policy was applied appropriately. But my argument when I opened this complaint a couple years ago was that the policy, in light of all of the circumstances I presented, was patently unreasonable. E*Trade failed to respond.

  
  

  In any event, I have closed all of my E*Trade accounts, due in large part to my dissatisfaction with the way it handled this matter. It is apparent that E*Trade is not committed to customer service or to treating its customers fairly or reasonably. I hope BBB's ratings of E*Trade reflect that fact.
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair 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.

  I use the Etrade Securities Investment mobile application for stock purchases. I had a financial need to sell stocks and withdraw my cash. I have been unsuccessful withdrawing the funds and have only successfully been able to contact customer service once. My experience with customer service was unpleasant and the representative was unable to explain to me why my funds were not distributed and why the money was deposited into a Sweep account which I did not open. I was asked to upload supporting documents which I did and today received confirmation that my dispute was closed and still not resolved. I am currently on hold with their customer service waiting for them to answer and have been on hold for almost 2 hours and counting.

• Initial Complaint

  Date:01/25/2023

  Type:Billing 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.

  On 12/21/2022, I initiated a transfer using the E-Trade website to move $30,000 from my personal checking account into one of my E-Trade Brokerage accounts. The next day my personal checking account was overdrawn and all the checks I had written were about to bounce. When I checked, I learned that there was an error and E-Trade had done the transfer twice, once on 12/21/2022 and once on 12/22/2022. I called E-Trade and they indicated that they could not stop nor reverse the transaction. In a panic to cover my overdrawn account, I transferred $31,000 from E-Trade to my personal checking account. I chose a slightly different number so I could keep the transactions straight. I then contacted both E-Trade and my bank to resolve the issue and return any fees and funds incorrectly transferred. I'm waiting for that resolution. On 1/25/2023, I logged into my E-Trade account and was alerted with 'red flags' that there were account restrictions. I spent more than an hour on the phone with an agent, uploading documents and verifying my bank accounts connected to E-Trade. At the end of the call, the agent confirmed that the accounts were verified. And then when we refreshed the screen, the associated accounts disappeared and were missing. At that point the agent, unable to help, hung up on me. I called back the same day, and spoke to another agent. At this point I noted that an E-Trade brokerage account with more than $200,000 in it was now also missing and not displayed. The agent was unable to resolve it. I asked to escalate the matter to a supervisor. After waiting a long time, I was told a supervisor would call me back the same day. No one called. Now I am left with restricted accounts at E-Trade, missing accounts in excess of $200,000, removed data and bank information for accounts that were verified using the E-Trade verification process, and an unwillingness or interest to resolve the matter by the agents and supervisors. I'm stuck.

  Business Response

  Date: 04/17/2023

  April 12, 2023

  To Whom It May Concern: 
  

  I am following up on your January 30, 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 directly to *** ********* through Secure  Message on April 12, 2023. 
  

  Sincerely, 
  Compliance Department 
  

• Initial Complaint

  Date:01/25/2023

  Type:Billing 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.

  Give out **** tax forms late after April 18

  Business Response

  Date: 03/13/2023

  March 9, 2023 
  To Whom It May Concern: 
  I am following up on your January 30, 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 to *** ***** via Secure Message on March 9,  2023. 
  

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC

• Initial Complaint

  Date:01/23/2023

  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.

  August 2022 Refer a Friend promo initiated by ******. 2 parts to it. 1. Qualified for referral. New acct opened and funded. Bonus paid. 2. Referral to *********owed.  $50 ****** gift card. Not paid. - contacted E*Trade many times. Ignored or incorrect responses. 1/7/23 Called eTrade. Researched, denied but could not find clause in promo materials. ****** requested their legal dept review and site where current account holder was excluded from promo if added as a joint on new account. - ****** reviewed all promo materials, TCs and no such disclosure. - 1/23 no response from eTrade Still owed $ plus additional $ for misrepresenting the promo, lack of disclosure , lack of correcting this.

  Business Response

  Date: 04/17/2023

  April 13, 2023 
  

  To Whom It May Concern: 
  

  I am following up on your January 31, 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 13, 2023. 
  

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC

  Customer Answer

  Date: 04/17/2023

  [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:

  1.  Per eTrade's attached letter, there is no message in my account dated 4/13, therefore no response, therefore no resolution from eTrade.  I checked the app for Message Center and for Account Alerts.  Also did not receive the automated email notification that alerts of an eTrade message.

  > Action for eTrade - where is this message in my account?  provide exact steps to find it via app.

  2.  eTrade's letter repeatedly mentions an inability to disclose.  There is no PI in disclosing a response to a $50 giftcard for a promotion.  eTrade doesn't have to include PI to state the resolution
  
  
  Regards,
  
  
  
  ****** **** 

  Business Response

  Date: 05/10/2023

  May 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  April 30, 2023. 
  A detailed response to your concerns was sent via mail from the Compliance Department  on May 10, 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:01/23/2023

  Type:Customer Service 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 have been trying to close an account with them for over a year. I sold all of the stock but they will not close the account, which continues to draw brokerage fees. They closed the website account so I can no longer log into my account, which means I have to physically call them. I have been trying to call since October 2022. No one answers the customer service lines. Today I finally got a hold of them, and they said unfortunately they can't just close the account at this time and that it will continue to rack up fees. This is the biggest scam right now out there and I don't see how this is legal!!!! I have no more stock with them, yet they are refusing to close the account!!!! What can be done about this????

  Business Response

  Date: 02/10/2023

  
  To Whom It May Concern:
  
  I write in response to your January 29, 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 E*TRADE’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 sent via mail to Ms. **** on February 10, 2023.
  
  Sincerely,
  
  Compliance Department
  E*TRADE Securities LLC

• Initial Complaint

  Date:01/22/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 opened two education savings account with ******* *** which sold that branch of the business to ETRADE. I have been trying to get ETRADE to transfer the investment to *** ********* Savings FUND to no aail

  Business Response

  Date: 02/09/2023

  February 9, 2023 
  

  To Whom It May Concern: 
  

  I write in response to your January 26, 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 E*TRADE’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 sent via mail to *** **** on February 9, 2023. 

  Sincerely, 
  

  Compliance Department 
  E*TRADE Securities LLC
  

  Customer Answer

  Date: 02/20/2023

  [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: They claimed to have responded to my request in a letter dated February 9, 2023. Today is February 20, 2023 and I have not received such a letter. They should respond r resend the letter to me at the address below.
  
  Regards,
  
  **************************
  ** ***********************
  Staten Island, NY *****

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

• Initial Complaint

  Date:01/21/2023

  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 opened a checking account through online means on 1/12/2023. I was allowed to deposit and withdraw account funds and even received a debit card from the said company on the 20th. However, on 1/18, I've received a notification on my phone stating that my account is going to be suspended for "suspicious activity".I've recently become a ** citizen, and I have been unable to get my state identification to reflect my new name on it, however, I did receive a court name change document which states both my new and previous names, in addition to obtaining certification of naturalization which is almost always accepted as a legal form of identification throughout all the financial institutions I work with ********************** ******* ****** and **************** to name a few). I've contacted several representatives, throughout the Account activation department and many others, who have stated bogus claims such as stating that my account funds are restricted under ** Patriot Act and the only identification I can use is a ** Passport and/or State ID (which is incorrect, due to other financial institutions being able to verify my details). Since my account is restricted, I'm not only incapable to withdraw or deposit any funds, but I'm not even capable of closing my account. In short, my funds are confiscated without a valid reason unlawfully.I'd like assistance towards either being able to access my funds so I may close my account, or allow verification of my account so I may continue using the account.