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:08/23/2022

  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 have 955 shares of *** stock on my 4570-5560 and have 511 shares on my second account. On August 22, I was supposed to get 955 shares of APE stock **** president of *** Issued preferred shares for retail Investors which began trading on August 22. On August 22, 2022 E trade has put 955 shares of preferred stock on one account and 511 shares on second every sing was fine. Today August 23 I wake up and E trade stole my money and adjusted my shares to 172 and 92 on the second account. I called to complain spend an hour with manger and a stupid representative and at the end he open a case and told me to wait 48 hours complaint number ************** his response was there was confusion my shares where part of fully paid Landing what kind of c*** was that I don't Understand I know one thing on both accounts money was stole by E trade and they are giving me a run around. Mean while I could of sold the shares at $7,60 cents today instead I am suffering a loss of loss of shares and not able to trade them. I am want my Entitled preferred shares back in my account Immediately and I want to be compensated for the loss I suffered on both accounts. This letter will be also send to corporate ****** of *** and ****. If nothing will be done I don't get shares back and don't get compensated I will be filling a law suite.

  Business Response

  Date: 09/13/2022

  September 13, 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 13, 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: 09/14/2022

  [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:08/22/2022

  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.

  My Etrade Account Number: ********* 'please read!.jpg' is the official message/complaint that I sent to etrade in their secured message server on 8/1/22.'90day_2.jpg' is my Etrade account screen when I log into etrade via web browser. It clearly says that my account is restricted for 90 days until my account is above $25,000 -OR- 90 days pass.Date of Transaction with Etrade: 12/14/2021 (over the phone, called etrade @ **************)Nature of Dispute:My account went over the allowed 3 days trades in a 5 business day rolling period, and my account was put in a 'PDT' or Pattern Day Trader account restriction, this was in mid December of last year, 2021. Not having this happen before, I called Etrade and they said I can use one exception to remove this restriction, and if this happens anytime after using the exception, that my account would be restricted from further day trades for 90 days. I decided to use my one time exception. Then around early may of 2022, I made the same mistake and my account was restricted again. After 90 days were past, I called etrade because my account did not appear to have the PDT account restriction lifted- Etrade told me over the phone that they are no longer going to honor that 90 day auto-removal of the PDT restriction! even though I mentioned that I was told over the phone on 12/14/21 that if this ever happened again that I would not get another 'one time exception' and would have my account restricted from daytrading for 90 days. I also mentioned that my 'Balances' tab on my account in Etrade says it is restricted for 90 days- Ian Y***, who I was speaking with at Etrade, told me that he will put in my request in his suggestion box at work, and hopefully they one day remove the 90 day restriction that I see on my browser. I told him that's not what I want! And that I want my account restriction lifted- he said that will NEVER happen with my account, with no reason why! I want my margin account back! This is unacceptable!!! Help!

  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 30, 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
  

  Customer Answer

  Date: 09/17/2022

  [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 'detailed response' is nothing more than the same automated garbage response I've already gotten! Still zero accountability on their end! Apologizing for giving me 'misinformation' is simply not good enough! My account STILL displays a message saying that everything will be unrestricted in 90 days... it's been been almost 180 days now!!! I don't care if your policy has changed! MAKE AN EXCEPTION... AFTER ALL, IT IS YOU THAT MADE THE ERROR IN THE FIRST PLACE, THEN GAVE ME WRONG INFORMATION BY WHICH I CHOSE TO USE MY ONE TIME EXCEPTION BASED ON THE WRONG INFORMATION THAT YOU GAVE ME... SO DO SOMETHING ABOUT THIS! THIS IS ENTIRELY YOUR FAULT!!! NOW RESOLVE YOUR ERROR BY MAKING THINGS RIGHT FOR ME! LISTEN TO THE PHONE RECORDINGS FROM MY PHONE CALLS! ACTUALLY DO SOMETHING!!!
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/20/2022

  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.

  Opened and linked a new brokerage account. Linked a bank account to make initial deposit (passed small deposit verification). Also transferred 6000 from another brokerage. Etrade locked my account because the bank account is new. No withdrawals, just 700 in deposits. The brokerage account is new. Of course the bank account is new. Called customer service. Ask to upload bank statement and ID. Told that rep was not authorized to clear issue because I was using internet bank (****)--needs higher clearance. Use this acct without issue with Vanguard, ********, **, ****** and **********. Account still locked. 6000 in assets locked. Call times are absurd.

  Business Response

  Date: 09/08/2022

  September 6, 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 22, 2022. 
  

  A detailed response to your concerns was sent via Secure Message by the Compliance  Department on September 6, 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:08/20/2022

  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 (************************) am writing in in conjunction with ***************** ************* ****************** **********************************************, Phoenix, AZ  *****) regarding a transaction that I made to his account and is now held with no reasons by Etrade Financial.- I (************************) have been a client of Etrade Financial for over 14 years - account opened around 2008 (Account # **********- I transferred $3,500 to *****************'s Etrade Account (account number ********** on 6/03/2021 Etrade reference # ***************.- ***************** account is about 3 years old. After the transfer the funds have not been used or moved until May of this year when Etrade decided to close *****************'s account with no reasons. Further holding the funds without reason and not returning the funds to the origin as they had said (origin being me)- One of the associated informed ***************** that the account was closed because it had no activity for over a year, but they still have the funds on hold with no reasons. - We have gone through several verification requests from Etrade and they are still holding the funds. Please see the docs attached. Many are the requests etrade requested. - A letter for me to write to them.- The transaction date.- My IDs etc etc.Please resolve this as soon as possible ************************ ********** ************************ Phoenix, AZ *********

  Business Response

  Date: 09/13/2022

  September 13, 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 29, 2022. 
  A detailed response to your concerns was sent via mail by the Compliance Department  on September 13, 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:08/16/2022

  Type:Sales and Advertising 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.

  On August 5 I notified E*Trade of a potential security threat to my account. They locked the account while I addressed the threat. After doing so, I called back in to E*trade 3 times the following week as in their lock down efforts they had failed to provide a viable way for me to reset my own password. Each time I was left on hold for an extensive period of time only to have my call fielded by someone too incompetent to help me in resetting the account that they had had no trouble shutting down. Unfortunately I missed the first Incompetent's name but the second was Edward A**********, Employee #*******, and the third was Phillip E**********, who declined to provide is employee ID#. All three Incompetents assured me that someone from their more competent customer service team would be calling me back "in a few days." That window has come and gone and I am still unable to access my account and more specifically, I am unable to pay back a Line of Credit that is currently accruing interest. Given E*Trade's failure to serve me as the customer based on what I assume are poor hiring decisions, I would request 4 items in order to feel that this is properly addressed: 1. Termination of the Incompetents 2. Waiving all interest fees accrued on my line of credit in the month of August 3. A phone call back: ************** with someone who is competent enough to unlock my account w/o asking me to spend any more time listening to their trash email 4. A written apologize articulating the organization's embarrassment at such a poor display of "service"

  Customer Answer

  Date: 08/30/2022

  ---------- Forwarded message ---------
  From: ********************* <***************************************************>
  Date: Mon, Aug 29, 2022 at 9:29 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  Team BBB - thank you all, as always, for your diligence and efforts here. This issue has been resolved. 

  
  

  ****

• Initial Complaint

  Date:08/16/2022

  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.

  My account was put on restricted in 12/2021 due to fruad. Investigation was complete and account was supposed to be returned to normal. I have sat on hold for hours 3 separate times and they told me it the restrictions were removed all 3 time when they werent. I have since sat on hold for hours multiple calls over the pst few months and no one ever answers. I cannot access my money. I want to close my accounts but cannot speak with anyone. Called a local branch and they advised thwy could not do anything and gave me the same number Ive been calling. All of the branches are closed due to covid again while everyone else is open.

  Business Response

  Date: 09/09/2022

   Attn: BBB,

  Please review the attached.

   

  Thank You,

• Initial Complaint

  Date:08/15/2022

  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.

  After my mother's death in 2017 her estate was held up in the probate courts for 4 years. The estate was settled in the spring of 2022 and distributed to the heirs as stocks and bonds via the court appointed attorney's broker. It is not a large amount of money, just over 100k. My share was transferred to an Etrade account which I opened solely for this purpose. Etrade immediately locked the account claiming fraud and has denied me access to my funds. I have spent over 15 hours and 2 months with Etrade customer service with no luck. They cannot tell me why the account was locked or what is necessary to unlock it. I keep getting the runaround with empty promises of help. I have supplied them with my mother's death certificate, her will and the court order disbursing the estate. Each time I call I must start the process from scratch, getting no resolution. Just promises that someone will get back to me. As a senior citizen with a terminal illness I honestly need this money to get by. Housing, food, medication. Please help me.

  Business Response

  Date: 09/06/2022

  September 6, 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 22, 2022. 
  

  A detailed response to your concerns was sent via Secure Message by the Compliance  Department on September 6, 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:08/12/2022

  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.

  On 8/1/22 I discovered unusual activity in my bank account. I contacted my bank and found the activity originated with e*trade. My banker and I called E*Trade to report this. They said they froze my account and would call me in the next few days to do a complete security profile with me. It has been 8 business days and no one has called me. I am unable to get into my account. I have no way of knowing what is going on with my account. I have called repeatedly with no result. On one call I was on hold for an hour and 45 minutes with no answer. Since making the initial call with my banker, I have received communication of trades and changes in my personal information that I did not authorize. This is appallingly bad customer service. I want a response from E*Trade.

  Business Response

  Date: 09/19/2022

  August 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 August 13, 2022. 
  A detailed response to your concerns was sent via mail by the Compliance Department on  August 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 

• Initial Complaint

  Date:08/07/2022

  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.

  E*TRADE closed my account after they said they attempted to reach me several times. Which they did not I never received it voicemail email or anything. They close my account due to inactivity sent my $5000 to find massmoney.com. Ive called several times to both places no one can tell me where my money is or when I will get it and its been almost a year itll be a year this October I just want my money back and thats all

  Business Response

  Date: 09/02/2022

  Attn: BBB,

  Please review the attached.

  Thank You,

• Initial Complaint

  Date:08/06/2022

  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 had a Rollover *** account with Etrade, used to roll over a 401K from a previous employer. The account was set up in April 2022. The money was successfully transferred and the account set up. We took two (2) early withdrawals into our bank account and everything was fine. At the beginning of June 2022, Etrade locked the account due to "suspicious activity" on the account. We called them, and they said I had to verify my identity by uploading to their system a picture of my driver's license and social security card. We did that. We uploaded a picture of the driver's license, and a digital scan of the social security card. They said the pdf scan was unacceptable and it had to be a jpg picture of the card. I informed them I would have to order a new card because the card has since been lost. In that time, they decided to close the account. They sent us an account termination letter dated June 29, 2022. The letter did not say how my remaining funds ($6,000) would be refunded. I called them again, and since the account was closed I was instructed to email them the identify verification documents they requested. I did that, and I had asked for them to confirm receipt. 2 weeks go by and we hadn't heard anything, so I sent a follow-up email requesting an update on this issue by the end of the week (Aug 5, 2022). I didn't hear back, so I called today (Aug 6, 2022). I was informed that there was nothing they could do since the account is closed. I asked to speak to a supervisor or anyone there that could fix this problem. I got absolutely nowhere. This has been a complete waste of my time over the past couple of months and it is obvious they have no intention of releasing my money ($6,000). To me, this is theft. I need help to force them to relinquish my funds which are rightfully mine.

  Business Response

  Date: 08/30/2022

  August 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 August 13, 2022. 
  A detailed response to your concerns was sent via mail by the Compliance Department on  August 22, 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: 09/01/2022

  [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:
  
  In their response letter, they have indicated they are seeking proof of identity. The information they requested has been sent to them....twice already. It was first uploaded through my account to their system. After the account was closed, it was emailed to them at the email address that they provided to me specifically to do so. That email was sent on July 16, 2022, and I followed up via email 2 weeks later on August 2, 2022. Their representative informed me on the phone (when given the email address to send the information to) that once they received it they would then confirm the account funding from the bank, which would take a couple of days, and the issue would then be resolved. They have no basis for their continuing to withhold my funds, as I have provided everything they have asked of me. 

  
  

  This situation has placed a considerable strain on me and my family financially as well as emotionally. I have also filed a complaint on this matter with FINRA as well as the Attorney General's office and may be seeking damages if this issue is not resolved soon.
  

   

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