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Business Profile

Trade Exchange

E*TRADE Financial Holdings LLC

Headquarters

This business is NOT BBB Accredited.

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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

    • 504 total complaints in the last 3 years.
    • 153 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:08/05/2022

      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.
      Discovered suspicious activity on my bank account on August 1 2022. Contacted the bank. The activity originated with e*trade.. on August 2, called E*trade in the presence of my banker. They said they would freeze my account and call me in the next day or two to do a full security profile with me. They have not called. Since reporting this, I have gotten a letter from them saying my request to change my personal information had been completed by them. I also got an email stating I had a trade confirmation. I had authorized neither. I have spent hours on hold with e*trade customer service trying to resolve this. I am not able to access my account. The customer service is appallingly bad. As of this moment, I have no idea where this situation stands.

      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 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

    • Initial Complaint

      Date:08/02/2022

      Type:Customer Service 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.
      I am trying to get in touch with anyone at E*Trade who can help me recover old documents, explain some issue to me on documents that I have, and possibly help me find out what happened to my Father's stocks. I have been in touch with FINRA and they explained to me that they can not force E*Trade to reach out to me. I have not been able to speak with anyone at E*Trade due to high call volumes and I can not get through.

      Business Response

      Date: 08/31/2022

      August 31, 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 5, 2022. 

      A response to your concerns was sent via mail by the Compliance Department on August  31, 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: 09/07/2022

      [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:07/30/2022

      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.
      For years (approximately 10 years) I've been getting a "annual notice customer updates".I'm not a customer now nor have i ever been. I ask them to stop mailing these to me and delete my name out of there mailing directory/database they don't.I called today again to ask them to cease and desist from mailing me anything and to delete my name and address out of there mailings database.It seems like e trade is concerned with the saving of trees and has a recorded message on the phone asking customers to go paperless so they don't need to send document just to waste paper BUT yet they send me and people that arn't even customers documents (just to waste paper) and when i ask to be removed they REFUSE.I demand a full investigation of the constant documents sent to non-customers.This in itself shows the unethical business practices and violation of SEC regulations.

    • Initial Complaint

      Date:07/29/2022

      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.
      My account was claimed fraudulent over a disability claim and now I'm having a hard time getting any kind of an answer to my liquidation. They're being very reluctant on giving me back my money.Original investment was $2800 This has been going on for close to a year now

      Business Response

      Date: 08/22/2022

      August 22, 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 1, 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 ###-###-####. 
      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:07/27/2022

      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.
      E*trade sent me a notification monthes ago that I have a negative balance on my account, I haven't used them in years. I have called multiple times to pay my balance because their website and app will not allow me to pay my balance due to a technical issue. They are not allowed to take payments over the phone and will now be falsely reporting me to collections. This goes against the FCRA. I have pictures, call logs, and text messages to back my evidence.

      Business Response

      Date: 08/12/2022

      August 12, 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 July 29, 2022. 

      A detailed response to your concerns was sent via mail by the Compliance Department on  August 12, 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:07/26/2022

      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 locked my saving account and stock trading account for no reason. I attempted to reach out however every call has a waiting period of over 1hr. After finally reaching customer service I was told to upload a bank statement and license, after loading the required files my account is still locked. Now I need to hold again and wait to speak to customer service to see what exactly is going on. My account has been locked for weeks and I can't access thousands of dollars and can not make any trade.

      Business Response

      Date: 08/11/2022

      August 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 July 28, 2022. 

      A detailed response to your concerns was sent via Secure Message by the Compliance  Department on August 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

    • Initial Complaint

      Date:07/25/2022

      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.
      Etrade locked my account without contacting me. I called customer service to figure out why they locked it, but I was told they don't know the reason. It seems they locked my account for no reason and no explanation. Then I was told to call the account activation department, which would never answer the call. I spent a whole day trying to call them and finally got answered. He still had no explanation of why they locked my account and asked me to upload documents to verify it is my account, which totally doesn't make sense to me. I was told this review would be real time and my account would be activated in no time. However, my account was still locked and I could never get my call answered again.

      Business Response

      Date: 08/10/2022

      August 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 July 28, 2022. 
      A detailed response to your concerns was sent via Secure Message by the Compliance Department on August 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:07/25/2022

      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.
      Full Name on Account: ****** ** ****** Account types: Brokerage and Savings Dates: 21-25 July 2022 Etrade Case Number: ******** Issues: Upon logging into my Etrade accounts, I received an automated notice that my account has been disabled due to "unusual activity" and that I needed to contact the account verification team at 1-800-293-1621 to resolve the issue. Since 21 July, I have spoken with three (2) customer service agents, and that all three informed me that they were unable to further assist and that someone from their accounts activation team will need to further assist. Since 21 July, I have called the number (1-800-293-1621) and have been placed on holds as long as 4 hours -- each day, until 25 July. I have even requested to terminate my account, and was told by a customer services representative that (he) was unable to close until after I speak with an agent from their accounts activation team. My end-goal: I would like to close all of my active accounts with Etrade, receive my reimbursement and then open with a new brokerage firm ASAP; and that I do not ever want to conduct business with any Morgan Stanley companies going forward. Thanks for your assistance! Best, ******

      Business Response

      Date: 08/19/2022

      August 19, 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 July 25,  2022. 

      A more detailed response to your concerns was sent on August 19, 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:07/25/2022

      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.
      My Dad passed away in January 2022 and since March 2022 I've been talking to the E-Trade Estate team to transfer his investments back to my family. They have never given me a date and often asked for additional documents. After sending all the documentation, it's been almost 3 months that I have had no updates. I tried calling many times and never got the *** and they won't even confirm if they have everything they need to proceed with the process. The last time I tried calling 2 weeks ago and was told that a call back would be given, surprisingly, nothing yet. It's disrespectful to make our lives even harder by not releasing something that it's our right to have. Two agents worked on this case (********): 1st: Tonya 2nd (current): Aaron H******** I never got a call from any of them. I always need to call, wait for 30 minutes on line, and not get an ETA or confirmation. Emails are basically not answered 90% of the time. I expect much more from ETRADE than this terrible customer experience.

    • Initial Complaint

      Date:07/23/2022

      Type:Product 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.
      etrade hold my money for over 3 weeks. i need my money back

      Business Response

      Date: 08/12/2022

      August 12, 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 July 25, 2022. 
      A detailed response to your concerns was sent via mail by the Compliance Department on  August 12, 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: 08/13/2022

      [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: ********

      My lawyer advised  me to have etrade send all documents  thru here as I'm not able to receive mail. I have provide information  and etrade is holding $830 that I want wired to my account

      Regards,

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

      Business Response

      Date: 09/01/2022

      August 30, 2022 
      To Whom It May Concern: 
      I am following up on your August 17, 2022 follow-up 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 we have mailed our August 12, 2022 response directly to *** ****** via the United States Postal Service.  
      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

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

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