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

  671 N Glebe Rd Arlington, VA 22203-2120

• 

  E*TRADE Financial Holdings LLC

  PO Box 2388 Merrifield, VA 22116-2388

• 

  E*TRADE Financial Holdings LLC

  11713 Gorham Ave Los Angeles, CA 90049-5008

• 

  E*TRADE Financial Holdings LLC

  125 S Wacker Dr Ste 120 Chicago, IL 60606-4434

• 

  E*trade Financial

  1525 Market Place Blvd Cumming, GA 30041-7935

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:09/28/2022

  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.

  E Trade very swiftly and easily collected a $6,000 deposit from my bank that I voluntarily deposited. It was no problem at all, deposited it and all was good.I want to withdraw the $6,000 back into my bank account and everytime I call E trade they literally, LITERALLY make me wait for an hour until someone answers the call. They continually tell me that they CANT deposit the funds back into my account until I provide them a social security card that I lost years and years ago. They called ********** and verified absolutely everything they could verify but yet they won't deposit the $6,000 back into my account without a social security card. How did they accept the money so easily without me showing a social security card to being with? Fortunately I am not in need of the $6,000, but what if someone who came upon hard times needed that $6,000 immediately? It takes almost a month to get a new social security card (maybe longer). E trade had absolutely no problem accepting the $6,000 but is making it the biggest hassle in the world to get it back. The customer service is abysmal to say the least and no one knows anything about anything. I simply want the $6,000 back NOW.

  Business Response

  Date: 10/14/2022

  October 14, 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 1, 2022. 
  

  A detailed response to your concerns was sent via Secure Message by the Compliance Department on October 14, 2022, Message ID ********. 
  

  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
  E*TRADE Compliance Department

• Initial Complaint

  Date:09/26/2022

  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 an individual brokerage account in July, and after becoming aware of thier terrible customer service, I decided to close my account. I liquidated all securities as required, and requested by phone, and twice by email for account closure and return of my remaining balance via ACH transfer back to the bank of origin. I have so far been refused.

  Business Response

  Date: 10/11/2022

  October 11, 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 September 28, 2022. 
  

  A more detailed response to your concerns was sent via mail by the Compliance  Department on October 11, 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: 10/18/2022

  [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:  my account is still not closed, and I have not received transfer of the remaining balance.

  
  

  One reason they give for not doing so is the claim that they need verification of my bank account.  I reject that claim because it was already verified when I opened the account.  I am sure they are not in the practice of accepting transfers from unverified accounts, therefor it is an unnecessary requirement used to make closing accounts more difficult.  In addition to this reason, I am asking for the refund to be done by ACH transfer back to the original bank account which they have on file.  If this were not my account under my control, there would be no way for me to profit from any suspected fraudulent activity. 

  
  

  For this reason, I reject their response, and their false claim of the possibility of fraud is invalid.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 11/01/2022

  October 31, 2022 
  

  To Whom It May Concern: 
  

  I am following up on your October 20, 2022 follow-up letter to ***** **********  requesting a response in the above-referenced matter.  
  

  Unfortunately, we are prohibited by Securities and Exchange Commission Regulation S P and E*TRADE from ****** *******’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 follow-up response was mailed to the complainant on October 31,  2022. 
  

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair 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.

  Got the promotion email to send money to the etrade account to be qualified for the promotion (transfer 5000 using the link and expect to get 75 dollar promotion money). Wait for over 6 months but still no promotion added into the account. Tried to call and hold for over 2 hours twice but no solution (they just said keep waiting). Really bad experience with this broker and hope they can finish the job to reward me expected amount.

  Business Response

  Date: 10/14/2022

  October 14, 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 September 28, 2022. 
  

  A detailed response to your concerns was sent via Secure Message by the Compliance  Department on October 14, 2022, Message ID ******** . 
  

  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:09/26/2022

  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 opened a trading account with E-TRADE in the spring of 2022. I transferred $1000 on April 2022 to fund my account using my regular checking account. I made 2 transactions and in August of 2022 while trying to keep an eye on my stocks, the phone app showed a message that I needed to contact E-TRADE for them to service my account. I immediately contacted them and was told that E-TRADE had made the business decision not to do business with me and had closed my account. I asked why but the response was always that it was a business decision without further explanation and that I needed to contact the account activation team. Once transferred and after waiting over 30 minutes, I was asked to send a copy of my bank statement showing the withdrawal of the funds via email. The first email was sent on 9/13 followed by emails sent on 9/16 and 9/19 asking for an update on my funds. Every time I call, I get told something different. One rep said the account was closed, another one said the account was restricted. One rep asked me to send a copy of my DL and social security card, while another completely refused to provide any information or update on whether the documents had been received and hung up on me. While all of this was happening, I finally get something in the mail dated 8/9 to my old address that my account had been opened fraudulently (which is incorrect) and was therefore closed and I was instructed to contact them on the same # if that was an error. Here were are on September 26 and I still have not received any correspondence or  my funds back, nor a call or email regarding the documents provided. I have called over 10 times and spent hours on hold trying to speak with someone only to have the call disconnected after a 30-40 minutes wait. What E-TRADE is doing is outrageous. At this point, E-TRADE is holding my funds hostage without any explanation or reason. ID, SS card, passport, bank statement have been emailed as requested to verify my identity. Please help

  Business Response

  Date: 10/10/2022

  October 10, 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 September 28, 2022. 
  

  A more detailed response to your concerns was sent via mail by the Compliance  Department on October 10, 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:09/21/2022

  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.

  September 21, 2022 On 3/18/22 and 3/21/22 several bonds were redeemed on my ETrade account ****-**** and the redemption price was recorded incorrectly. The bonds should be have been recorded at a redemption price of $100.00 and there should have been a separate transaction for the accrued interest on the bond. Instead, the accrued interest was added to the redemption price (see table below) and therefore has resulted in a capital gain. These transactions will be listed on my 1099 as covered and therefore I will be taxed for several thousand dollars in capital gains because of this error. Date CUSIP Redemption Price 3/18/22 ********* ******** 3/18/22 ********* ******** 3/18/22 ********* ******** 3/18/22 ********* ******** 3/18/22 ********* ******** 3/18/22 ********* ******** 3/21/22 ********* ******** I have contacted ETrade on the following dates and have tried in good faith to resolve the issue. I have never received a response from ETrade and they have not corrected the error. 6/23/22 John H*** – Etrade cost basis team 7/18/22 unknown representative - ETrade cost basis team 8/10/22 Doug (unknown last name) – Etrade cost basis team 8/29/22 Mark S******* – Etrade financial representative I am requesting that ETrade correct these errors so that the redemption price is recorded as $100.00 on all CUSIPS listed above.

• Initial Complaint

  Date:09/21/2022

  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.

  This pathetic company actually had the nerve to charge me a $75 to execute an account transfer out of their institution. One that was initiated by another broker. Not only did they complete botch my Estate Account conversion, but then they had the nerve to charge me a fee when I transferred my inherited account. I have NEVER seen a more disgusting business in my entire life

  Business Response

  Date: 10/07/2022

  October 7, 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 September 24, 2022. 
  

  A more detailed response to your concerns was sent via mail by the Compliance  Department on October 7, 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: 10/13/2022

  [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: Etrade are thieves.  Plain and simple crooks, on top of being incompetent
  
  Regards,
  
  *******************************
  

  Customer Answer

  Date: 10/15/2022

  I have no idea what you are looking for or why you are asking for emails from me.  Just handle the dispute

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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.

  Two weeks after opening accounts with E-Trade, all 3 are now frozen. I've called multiple times and no one is willing to help and the agents seem to not know what they want from me. They claim that my employer's (a state agency) check is fraudulent. The 1st and 3rd check (from the same employer) deposited are not fraudulent, but the 2nd one is. I asked why and how is it fraudulent and they couldn't give me an answer. Could it be the name on the check? Is a person with my name not supposed to deposit a $1000+ check ? I was told I needed to submit a letter of intent along with a picture ID. I did. Then, I was told I needed to submit them both on one file. I did. Then, I was told I need to submit proof that my employer issued me that check. Again, they accepted my 1st and 3rd check deposited since opening 3 accounts with them, but for the 2nd check I need to prove that my employer issued me it. So then, they asked to see a pay stub, which I don't have for that check because I don't keep my pay stubs. Why should I? I got paid what I was owed by my employer for the check's pay period so I have no need to keep it. So I instructed the agent for E-Trade to reject my check so that I may deposit it at another institution. She said they can't do that. So I asked her what will happen when my employer's check clears, just like the 1st one, proving that it obviously isn't a fraudulent check. She said that they still won't unfreeze my accounts. This is a betrayal of trust and I don't know what options I have.Now they have closed my accounts and blocked off all access because I can't prove to them that I earned the amount stated on my employer's check. Again, I don't have to prove that I earned the amount of the other 2 checks, of which the first one was accepted and the 3rd one is still clearing.

  Business Response

  Date: 10/05/2022

  October 5, 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 September 23, 2022. 
  A more detailed response to your concerns was emailed by the Compliance Department  on October 5, 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: 10/09/2022

  [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:

  
  

  This company offered no explanation as to why the act of depositing a check from my employer was deemed "unusual activity", nor did it justify the freezing and closing of my accounts, nor the thousands of dollars lost from having my assets frozen. I am exploring my legal options.
  

  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/18/2022

  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 have been contacting Etrade for nearly two months because I had numerous transactions on my account that I didnt not recognize. I have never heard of the merchants nor do I recognize the amounts of the transactions. Etrade has completely ignored my request. They did not do an investigation of any kind. They are already past the time frame allowed BY LAW to complete the investigation. I just received a letter from Etrade in the mail saying they are declining my request because it is outside the allowable timeframe. This letter claims I reported the dispute in aug 26th. This is insane how Etrade is so out of ******************* of all I reported this to Etrade in JULY and have reported it to them many times since then. I not only reported it to Etrade but I also uploaded it in writing to Etrade as instructed several weeks before aug 26th. Etrade should have followed the law and credited my account for the transactions within ten days THE FIRST TIME I reported this to Etrade. AND completed their investigation with in 10 days. If they needed additional time to investigate Etrade was required to notify me that they needed more time. Instead they chose to ignore it and not investigate at all! then decline to do so after 4th or fifth time I reported this to them. I even provided Etrade with an email from one of the merchants that said they had no record of me ever ordering anything from their online store and they advised me to report it to my bank. I have began the investigation my self and attempted to contact the merchants myself. However most of the phone numbers on the websites were not working numbers and I got only 1 email reply back to me. I feel like I have no choice at this point to report Etrade for their violation of consumer EFT laws and for violating their own customer agreement which clearly outlines what is done if their is an EFT error.

  Business Response

  Date: 10/18/2022

  October 18, 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  September 22, 2022. 

  Your concerns are currently under review by the Compliance Department, and a more  detailed response will be sent once the review has been completed. We appreciate your  patience. 
  Morgan Stanley appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service by telephone at ###-###-####. 
  

  Sincerely, 
  Compliance Department 
  Morgan Stanley Private Bank, National Association
  

• Initial Complaint

  Date:09/15/2022

  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.

  I opened E*Trade Morgan Stanley Private premium savings bank account on 8/1/22. I submitted my driver’s license and verified my external **** ** ******* account via test deposits. On 8/9 I funded the account with $100,000.00. On 8/12, my account was restricted. I called and was told the reason was my account needed to be re-verified. I uploaded my license again and social security card and was told the account restriction would be lifted within a day. I waited 4 days, the account was still restricted. On 8/16 I called and now informed I needed to upload a photo of myself holding my license under my chin. I did and was told all set, the restriction would be lifted within a day. I called many times after that as the account was still restricted and I was not able to use it. I was now told the reason was my external bank that I had already verified needed to be re-verified and the only way was by 3- way call with the bank. I called 4 times, each time told they couldn't get through. I asked how to get my money out. Told to have BofA do it on their side. BofA tried but Etrade Blocked them. On 9/2, the account was closed, I could no longer even view it. I called and specialist Porsche Ridley finally took the time to reach BofA and successfully verified the account and said I will have access for withdrawal only and would in a day call to confirm it was open. The next day I got a letter saying my account was closed because E*Trade suspected fraud in that someone opened my account using all of my personal information and deposited money from my external account BofA to fund it. I called as requested to inform this was done in error. I was told the account would be notated. I was also told it's very hard to get money out once an account is closed and my money could be held years. It has been well over a week. I have left many messages with no response. They keep changing reasons for holding my money. PLEASE HELP. I am a disabled retiree and need this money to survive.

  Business Response

  Date: 09/27/2022

  September 27, 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  September 19, 2022. 
  

  A more detailed response to your concerns was sent on September 27, 2022, by the Compliance Department via online complaint portals for the Consumer Financial  Protection Bureau and the Office of the Comptroller of the Currency. 
  

  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:09/13/2022

  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.

  Hello, This complaint is starting from April 15, 2022. I have spent over $400 in trying to recuperate funds from my account with E*Trade. I have flown to New Jersey only to be told that I could not go into there office and prove that I was ******************* with my identification. I have sent them information from my *******, my email, and two physical mailings. I have sent proof of my bank accounts. I have waited on the telephone for two hours to speak with 8 different representatives over an 8-year period. Each agent promised they were sending information to the managers who would not work with me. Please notice that ******************* is sending her account statement with the full number on the account. She went to the bank and the full number shows on the front page. Below is a copy of the last letter I sent to attempt to retain funds my hours working in this country as a native-born citizen earned. ******************* ******************************** Fort Lauderdale, FL ******* ***************** ************** ****************** Fort Lauderdale, FL ****************** July 13, 2022 Dear Etrade Customer Service Team: I spoke with ******************************* today. I may have misspelled his name. I am ******************* and here is a copy of my checking account with my first address (the primary address) listed above. The secondary address is address at times. It is my parents home. Anyway, here is where I want my account to go: *********************** Routing Number: ********* Here is a check to prove I am in control of my checking account. Thank you for accepting this letter. Sincerely,*******************

  Business Response

  Date: 10/03/2022

  September 30, 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 September 19, 2022. 
  A more detailed response to your concerns was mailed by the Compliance Department on  September 30, 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: 10/13/2022

  [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: This is a complete lie.  There is not any fraudulent behavior on my account.  I have sent my driver's license and all the information they needed 10 times plus, this time. 
  
  Regards,
  
  *******************