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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

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    Customer Complaints Summary

    • 507 total complaints in the last 3 years.
    • 156 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:10/25/2022

      Type:Customer Service Issues
      Status:
      Unresolved
      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 frozen all my accounts and will not transfer my stocks out to another brokerage firm. They asked for a bank statement for my account with them and a letter of intent in order for me to get my cash money out my brokerage account into my checking account. They also refused to help me dispute an unauthorize charge of $191.64 on my checking account on 9/3/2022. I also never got the $75 bonus. I am trying to fix my checking account and cut ties with them regarding my brokerage account. I feel like they are holding me hostage.

      Business Response

      Date: 11/18/2022

      November 18, 2022 
      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  November 3, 2022. 
      A detailed response to your concerns was sent via Secure Message by the Compliance  Department on November 18, 2022. 
      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at 1-800-387-2331. 
      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

      Customer Answer

      Date: 11/24/2022

      [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 made me lose 169 *** stock by rejecting my transfer of stock to ******. I was making that transfer to satisfy my margin call. I had no knowledge of my account being restricted. I didn't get a letter or written notice. I want E-trade to give me 169 *** stock or I proceed with filing a lawsuit against them. 


      Regards,



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

    • Initial Complaint

      Date:10/24/2022

      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.
      Last month, *********************** helped me to transfer my IRA and then set up Roth IRA, with the intention to meet $1 million goal to get $4000 promotion. He assured me he would be the POC and help me with account issues. After I was unable to reach him for 1 week, he called to tell me he was having family issues but would try to catch up. When I didn't hear from him, I called Etrade and asked that another person cover for him and answer my email and phone inquiries. Nobody called me back, so I tried a second time, and then a third time listing my questions and concerns, still nobody calls back. I also tried to reach the Houston office, no answer, then ******* *****, forwarding my emails to ***** ***** to him. Still no help. When I asked to file an oral complaint, they refused.

      Business Response

      Date: 03/10/2023

      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 via mail to *** *****’s on March 9, 2023.

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

      Customer Answer

      Date: 03/11/2023

      [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.  I have and do give permission to Etrade to share my complaint information with BBB. 

      2. Please resend the letter by US MAIL as I have not received a response from ETRADE>



      Regards,



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

    • Initial Complaint

      Date:10/18/2022

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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.
      In my Sept. 2022 Statement ETrade reflected the accurate total account value of $102,956. Oct. 7, 2022 - ETrade emailed me to confirm unusual activity in my account had occurred and they would be shutting down certain account features "for my security." Oct. 13 - ETrade, after being on record acknowledging fraudulent attempts had been made to access my money, agreed to transfer $75 to an exterior account that I had never transacted with nor had I opened despite ETrade's alleged concern for my security Oct. 18 - I spoke with ETrade as my account dropped from $102,956 to $23,643. ETrade has no record of this transfer. The mouth breathers they employ were not competent enough to ID where my money was, where it had been transferred, who authorized the transfer, who lifted the previous restrictions or any other data points that would be expected of an FDIC-approved institution. I am calling for the termination of anyone assigned to my account as I suspect the fraud was supported by the incompetence of ETrade as well as immediate rectification of the funding that ETrade either lost or stole.

      Business Response

      Date: 11/09/2022

      November 9, 2022 

      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 October 24, 2022. 

      A detailed response to your concerns was sent via Secure Message by the Compliance  Department on November 8, 2022. 

      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at 1-800-387-2331. 

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

      Customer Answer

      Date: 11/16/2022

      [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: the problem is still not solved. Not only could ETrade not keep my money in my hands, they are now claiming they can no longer support me in transferring my assets out of my account into a different banking entity with whom I already have an account. It creates an amazing disparity when I see the ease with which they let my money got to a malicious hacker and the extreme hurdles they have created to prevent me from leaving their trash service. 

      Regards,

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

    • Initial Complaint

      Date:10/17/2022

      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.
      I have been trying to get them to release my money every time I call I'm put on hold, about 1hour and 40 mins. now. I was told that my account would be released by today(10/17/2022) it still is not. They were very willing to transferred my money, now that they got it they have found alot of excuses why the account is "frozen". So I cannot traded or do anything else. Now all I'm trying to do is get the money I tranferred back in my bank account that it was transferred from and cann't do that .

      Business Response

      Date: 11/09/2022

      November 9, 2022 

      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 October 24, 2022. 

      A detailed response to your concerns was sent via mail by the Compliance Department on  November 9, 2022. 

      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at 1-800-387-2331. 

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:10/14/2022

      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.
      We recently opened a premium savings account, with e trade. Online. While the account was opened with only 1 name, a joint checking account was used to transfer funds. After funds were received. The account is frozen. Not able to discuss issues, with anyone.

      Business Response

      Date: 11/03/2022

      November 3, 2022 

      Dear ******* & ****** ******: 

      On behalf of Morgan Stanley Private Bank, National

      Association (Morgan Stanley),  formerly E*TRADE Bank (E*TRADE), this letter is in response to your correspondence submitted to the Better Business Bureau (BBB), received by Morgan Stanley on October  21, 2022. 

      A more detailed response to your concerns was sent to the account holder on November 3, 2022, by the Compliance Department via Secure Message with reference number ********. 
      Secure Messages can be accessed through the Message Center of your online account. 

      Morgan Stanley appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service by telephone at 1-800-387- 2331. 

      Sincerely, 
      Compliance Department 
      Morgan Stanley Private Bank, National Association

    • Initial Complaint

      Date:10/14/2022

      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.
      Trying to contact someone with questions about CDs. I went to ETrade's Bond Resource Center and called both numbers listed, and I was put in a voicemail loop and couldn't speak with anyone. I then called ETrade's main number and they transferred me to the bond resource desk and back to the voicemail loop. In addition, no hours are posted on this page. According to the person I spoke with at the main number the office is open. Not happy with the service provided.

      Business Response

      Date: 11/03/2022

      November 3, 2022 
      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 October 21, 2022. 
      A detailed response to your concerns was sent via Secure Message by the Compliance  Department on November 3, 2022. 
      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at 1-800-387-2331. 
      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:10/07/2022

      Type:Billing 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.
      (1.) My E*Trade Beneficiary Services Case Number is ******** (2.) My wife passed away on 9-12-2021, I requested to transfer all her E*Trade IRA account assets to my Beneficiary IRA account. Originally, E*Trade only agreed to transfer half the assets to my Beneficiary account (which they did) because of my wife’s account primary beneficiaries are shown myself and my two daughters. However, as a California resident, California Community Property Law specifies without spouse’s agreement, spouse is the sole IRA assets beneficiary. I did not agree my daughters should be primary beneficiary and there is no documentation of my consent to add my daughters on the primary IRA beneficiary. (3.) After several phone calls, E*Trade finally understood the California Community Property IRA Primary Beneficiary Law and agreed I am the sole primary beneficiary of my wife’s IRA assets, however they still asked me to write a email about my disagreement of my two daughters as co-primary beneficiaries. The email is not necessary but I did on 6-13-2022. (4.)The remaining of my wife’s IRA assets is currently frozen. I continue to write emails to E*Trade asking to transfer the assets from my wife IRA account to my Beneficiary Account, but E*Trade is still holding the transferring without progress.

      Business Response

      Date: 01/06/2023

      January 5, 2023 
      To Whom It May Concern: 
      I am following up on your October 9, 2022 letter to ***** ********** requesting a  response to ******** ***** 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 January 5,  2023.  

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC


      Customer Answer

      Date: 01/08/2023

      [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:10/07/2022

      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.
      Hello,I'm writing to complain about Beneficiary Services at E*Trade. I've been assisting my mother who lost her husband (my Dad) in June 2022. We reached out to E*Trade in July to begin the process of transferring their Joint Account into an Individual Account in my mother's name (keeping assets at E*trade by the way).Here we are October 7, 2022 still with no resolution. We've been constantly ignored, stonewalled, and generally treated like a bother. We've provided all the requested information and some progress has been made, however, it again stalled and I can not get in touch with anyone (again). I've reached out via phone call, email, and ********* We keep getting the same form responses with no progress. I was hopeful when a case manager was assigned, but I now have been unable to reach her. No family should have to go through this when grieving. We are very organized and there is no reason for delays as we've provided all information as requested. If it helps the case number is: ******** Thank you.

      Business Response

      Date: 10/27/2022

      October 27, 2022 

      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 October 9, 2022. 

      A more detailed response to your concerns was sent via mail by the Compliance  Department on October 27, 2022. 

      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at 1-800-387-2331. 

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

      Customer Answer

      Date: 11/01/2022

      [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:10/07/2022

      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 opened a Brokerage account with Etrade. I funded my account from another external account of mines via *****. Aftermaking a transaction my card was blocked and my account was restricted. After two(2) months of calling I finally get a representative to assist me. I was told that a specialist would be in contact with me. I received an email informing me that I need to upload a selfish holding my identification card and social security card, a bank statement from the funding bank and do a three way call with Etrade and the funding bank to verify that it was my account and that the funds were available at the time I transfered them. I did these things. The specialist that was assigned to my case then in turned emailed me and said ," I could call in and have the funds transfered". I called in and am getting the run around. I have to keep sending in my identification card. I had to do a letter of intent. I was td my wire was approved and I would have my funds the next day. Now it's the next day and I have to send in my identification card again. I keep getting the run around. I have had two representatives tell me they would call me back to no avail. This is an inconvenience for me.

      Business Response

      Date: 10/26/2022

      October 26, 2022 

      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 October 8, 2022. 

      A more detailed response to your concerns was sent via mail by the Compliance  Department on October 26, 2022. 

      E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at 1-800-387-2331. 

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:10/03/2022

      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.
      Although call recordings are not available to clients, it does not excuse or exempt E Trade Financial Corporation or ****** ******* from the fraudulent activities that occurred on August 26th 2022. As stated in my original complaint, there was not a trade inquiry but failure by E*Trade to execute a simple request by its representative *************************** at 9:36 am on this day to liquidate the account due to an unfair day call the account was put into due to improper information given by one of your clients previously. It has been proven over these past several weeks that there are a series of scams being operated by E Trade including but not limited to not showing correct margins on the traders end forcing them into day calls, unexpected syncing during crucial trading moments, incorrect balances being displayed on the margins, inability to close out positions when requested by customers and giving falsie information when asking about E Trade practices and procedures. I asked *************************** to close me out of all positions and she instructed me it could not be done when it could. As a result, it has caused my account to be under almost $6k. As I discussed in previous conversations, several supervisors including you have cited the false information I was given and you have not taken accountability for your actions. You agreed that I should be given my funds back because its about the principal but you dont have the authority too. **** ************* also has witnessed these actions that your margins are not correct. She informed me that its not recycling or showing the correct balances. They defrauded me a total of $6k by willfully giving me false information by its representatives. They are scam artists and crooks.

      Business Response

      Date: 12/13/2022

      December 13, 2022 
      To Whom It May Concern: 
      I am following up on your October 7, 2022 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 December 13, 2022. 
      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

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

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