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

    • 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/12/2022

      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.
      My mother opened a custodial account when I was a minor. I've been using this account sporadically for the last 25 years or so. I made a deposit last week and tried to make buy a stock. I was told because I'm no longer a minor (I turned 18 in 2001) I have to open a new account and close the custodial account. I don't want another account with etrade so I tried to transfer the money to my ******** account. Now the account is frozen for "suspicious activity". I'm being told the only way to access my funds is to open an etrade brokerage account and transfer the funds. I've used this account as recently as 2020 with no problems. All the sudden it's "standard procedure" to freeze the custodial account once I reach adult status. It only took them +20 years to realize I'm no longer a minor. The stock I was trying to buy on Friday went up 15% so I'm out several thousands of dollars in gains due to this delay.

      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 16, 2022. 

      A more detailed response to your concerns was sent via Secure Message 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

    • Initial Complaint

      Date:09/09/2022

      Type:Order 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.
      Etrade attracted me with a high interested rate. My nest egg has been with them less than a month and they are refusing to grant access to the funds or the account. I have provided documents and screenshots to an extreme that I wouldn't even do opening an account. They have the funds and have verified that they have had the funds for weeks with no issue. At this point, I need access to my money, so that I can change financial institutions! Please help!************************* ************

      Business Response

      Date: 10/03/2022

      October 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 September 15, 2022.  

      A more detailed response to your concerns was sent on September 28, 2022, by the Compliance Department via the online complaint portal for 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:09/08/2022

      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 have an account with E-trade that was opened as an employee stock purchase plan in 2015. At the time, I was 16 and did not set up the account and it was locked. On July 27, 2022, I provided E-trade with the necessary information and was told that the restrictions would be lifted within two to three business days. Approximately 10 days later, I called to inquire why the restrictions weren't lifted and was told that my request was in limbo and hadn't been picked up by an associate. After an additional call, I was assured it would be remedied within two days. Here we are 6 weeks later and I still don't have access to my account. To be clear, I am unable to trade my own securities, contribute additional funds or withdraw my money. They are holding it hostage. When I spoke to a representative today, I was told they could give me an estimated time line because they are back up. This is unacceptable.

      Business Response

      Date: 09/28/2022

      September 28, 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 12, 2022. 

      A response to your concerns was sent via Secure Message by the Compliance  Department on September 28, 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:09/08/2022

      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.
      ETrade Securities LLC (****** *******) claims I owe them money because an account with them (ending in ****) has a negative balance of $742.69. They have repeatedly threatened to refer this to a collection agency.I do not currently have, and never had, a business relationship with ETrade. I have sent them 4 certified letters clearly disputing their assertions and asking them to provide evidence validating their claim that I have an account with them with a negative balance. Here are the dates and tracking details relating to my letters to them:June 15 2022: **** **** **** **** **** July 6 2022: **** ******************* August 25 2022: **** **** **** **** **** Plus a certified letter to their CEO: August 25 2022: **** **** **** **** **** I have never received a response to any of my letters. Instead their latest missive aimed at me is a 'Final Notice' in the mail.

      Business Response

      Date: 10/03/2022

      October 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 September 12, 2022. 

      A more detailed response to your concerns was mailed by the Compliance Department on  October 3, 2022. 

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

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:09/08/2022

      Type:Order 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 an E-Trade account in July of 2022. In August of 2022, approximately 170,000 was wired to my E-Trade account from another bank. Those funds were represented as available for withdrawal. About two weeks later, I initiated a wire transfer for a portion of those funds to be moved to my bank account. I was informed by an ETrade customer service rep that the transfer had been approved and the money would be wired to my account by the end of the day. Later that day, I was informed that my account was frozen. I called ETrade and was informed that to unfreeze my account I had to provide a copy of my drivers license, a picture of me holding my drivers license, a photo of my social security card, and a statement from the bank that wired me the money. I refused these requests. I asked to withdraw the wire request. That request was denied. I asked to close my account. That request was denied. ETrade informed me that they had the right to request this per the Customer Agreement, but when asked to cite the specific section of the customer agreement, they were unable to do so. ETrade is now holding 197,000 dollars of my money hostage until I provide them with information that they are not entitled to and I did not agree to provide.

      Business Response

      Date: 09/26/2022

      September 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 September 12, 2022. 

      A response to your concerns was sent via mail by the Compliance Department on  September 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:08/30/2022

      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.
      Late last year (Nov) i rolled over a 401K into an etrade IRA. In April i noticed some transactions that i did not make so reached out to etrade and they tranferred me over to the fraud department which did confirm that my account had been hacked. At that point they added an extra layer of protection to my account that included an extra step for verification. This is when the stock market took a huge down turn. i did not log into my account until the end of July only to find my account at a negative $13K. i immedialy called etrade to find out what was going on to no avail. i have called countless times and have spent countless hours on the phone only to get the same run around. E trade csr will state that i have a negative balance that needs to be paid as the account has a restriction. i have tried to explain to them that their is a mistake my account should not be negative. I have explained that the last time i checked my account it was at well over $68K. t not seem much to e trade but to most working Americans this is a HUGE amount of money. I am praying that we can resolve this error as this is my life savings and no one should have to deal with the stress and heartache of seeing 35 years of your life gone. I have uploaded statement showing twice the amount of shares were sold on 5/24/2022.

      Business Response

      Date: 09/21/2022

      September 21, 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 5, 2022. 

      A detailed response to your concerns was sent via mail by the Compliance Department on  September 21, 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:08/30/2022

      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.
      E*Trade closed my account claim it was started with fraudulent information. They sent me a letter claiming if I opened the account to call them to verify information. I have sent them every document requested. And they tell me the release of my money will be in 1-3 business days. Every time I call they add more days to resolve it. This is not fair that they took my whole lifes savings without any resolutions.

      Business Response

      Date: 09/20/2022

      September 20, 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 5, 2022. 

      A response to your concerns was sent via mail by the Compliance Department on  September 20, 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:08/29/2022

      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 HAVE AN ACCOUNT AT ETRADE THROUGH MY WORK, AND WHEN I SALE STOCK I LEAVE THOSE FUNDS IN THE ACCOUNT TILL NEEDED. YESTERDAY I CHECKED MY ACCOUNT, AND FOUND THAT IT WAS $5000 SHORT, BUT TO BE PACIFIC THE AMOUNT WAS $4987.95. I CONTACTED ETRADE TO SEE WHY WAS MY BALANCE NOT CORRECT. I WAS TOLD THAT SOME GOVERMENT AGENCY ********** (********** ********** *********** ****) HAD GAINED ACCESS TO MY ACCCOUNT, FROZE IT, AND HAD A CHECK CUT FOR THAT AMOUNT. I HAVE NEVER BEEN TO CALIFORNIA NOR DO I KNOW WHO THIS IS, AND WHEN I CALL THE NUMBER THEY GAVE ME ITS JUST AN RECORDING. I TOOK THE REMAINING BALANCE OUT OF ETRADE, AND THEY HAVE BEEN NO HELP AT ALL ON THIS. I KNOW THAT THIS HAD TO BE A MISTAKE IN IDENTIY, BUT I WANT ANSWERS , AND A REFUND OF THE MONEY THAT WAS TAKEN BY MISTAKE.

      Business Response

      Date: 09/20/2022

      September 20, 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 5, 2022. 
      A response to your concerns was sent via mail by the Compliance Department on  September 20, 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:08/28/2022

      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 attempted opening a brokerage account with E-Trade. After they gave me an account number and it looked like I had an account I linked my external checking account and transferred 1000.00 into the account. Which they accepted. They locked the account and are holding my funds hostage. Not allowing me to transfer the funds back to my linked checking account. I want this account closed and the funds transferred back where they came from. And I also want to file a complaint on this matter, not happy with these practices. Neither are several others I noticed on social media. There going through the same issue. I attached to show others are going through the same. E-Trade account ****-**** Attached upload I sent them informing to close the account and refund which is yet to be done.

      Business Response

      Date: 09/26/2022

      September 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 September 4, 2022. 

      A response to your concerns was sent via mail by the Compliance Department on  September 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:08/24/2022

      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.
      The company online chat doesn't work and customer service # is wait time of over an hour. Impossible to talk to a representative for company

      Business Response

      Date: 09/15/2022

      September 15, 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 August 31, 2022. 
      A detailed response to your concerns was sent via Secure Message by the Compliance  Department on September 15, 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

    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.