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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:07/22/2022

      Type:Billing 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.
      I have been locked out of my account since 7/19/22. Told to call customer service. Called multiple days waiting over an hour with no answer. Still none. Now i received mail noting sell of $405k in stock that was not autorized and no way to access account or reach company.

    • Initial Complaint

      Date:07/20/2022

      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.
      I opened a retirement plan and sent all documents required by E-Trade. After multiple submissions of forms and documents, finally, the account was opened and I deposited $205,000 to the account. But E-Trade suspended my account and asked for additional documents. I have submitted whatever they wanted more than 10 times, even if they asked exactly for the same documents they asked weeks earlier and they have received the documents before. I have spent more than 100 hours calling customer services and talking to them. Most often I was on hold for 1-2 hours until someone talk to me and review the documents and let me know what is happening. I am a physician and it is very difficult for me to contact E-Trade when I am in the clinic. In the last 2-3 times I called them, even though they don't have any idea why my account is on hold and they told me, that either the restriction will be removed in the next few days, or someone calls me the next day. This company block my money for months, with no explanation, I lost many opportunities to invest my money and nobody is responsible in the company.

      Business Response

      Date: 08/09/2022

      August 9, 2022 

      Dear *** ********: 

      On behalf of E*TRADE Securities LLC (E*TRADE), this letter is in response to your  correspondence to the Better Business Bureau (BBB) that was received by E*TRADE on July 24, 2022. 
      A detailed response to your concerns was sent via postal mail by the Compliance  Department on August 9, 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:07/19/2022

      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.
      My fathter past away and left me $100 in etrade as the beneficiaty . after etrade had lost the initial copy of the death certificate I send to them, I was hesitant to send another copy, but I did on july 16 ,2022.After that the communication has gone sparce, I think I have been phising email, since these documents are precious and should be treated like your social secirity nunbber / card. Anyone can do malicious things with a death certificate.It is very simple, Im the beneficiary, give me my money. etrade wants me to open an ira account which i do not want to do with them. I think they are steal information , thats why the lost the initial copy Just give me my money.,

      Business Response

      Date: 08/05/2022

      August 5, 2022 

      Dear ******* **: 

      On behalf of E*TRADE Securities LLC (E*TRADE), this letter is in response to your follow-up  correspondence to the Better Business Bureau (BBB) that was received by E*TRADE on July  24, 2022. 

      A detailed response to your concerns was sent via Postal Mail by the Compliance Department on  August 5, 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:07/19/2022

      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 opened a etrade account. Etrade closed it for fraudulent activity. I submitted the requested documents they asked for my ID social security card home address and banking information. No one can tell me the fraud activity and they said they are keeping all my money and closing my account. I have been calling for 3 months to get this resolved and the last person I spoke with said their decision is final and I will not be given access to my funds. I have had this account since March 2020 with no issues. I have not moved or changed my name. So to close my account due to fraud I am shocked. I feel like they are stealing my money. They will not give me any proof they have for this fraud and its my bank account and everything

      Business Response

      Date: 08/09/2022

      August 9, 2022 

      Dear *** *******: 

      On behalf of E*TRADE Securities LLC (E*TRADE), this letter is in response to your  correspondence to the Better Business Bureau (BBB) that was received by E*TRADE on July 24, 2022. 
      A detailed response to your concerns was sent via postal mail by the Compliance  Department on August 9, 2022. 

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

      Sincerely, 
      Compliance Department 
      E*TRADE Securities LLC

    • Initial Complaint

      Date:07/18/2022

      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 deposited my mothers life insurance death benefits check into a E*trade account and they refuse to refund me my money after they closed the account. I have contacted the account activation services department and submitted multiple documents such as drivers license (selfie holding the DL), bank statements, certified copy of the death benefits letter, hand written note asking to release my funds and still no answer. Im asking the BBB to please help me regarding this situation. E*trade account #*********** $11,000 estimate funds being held.

      Business Response

      Date: 08/08/2022

      August 8, 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 18,  2022. 

      A more detailed response to your concerns was sent on August 8, 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:07/14/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been working with beneficiary services for over 6 months now to try and close out an account of a deceased loved one. Looks to be a pretty common complaint against this company as they have slow played this all the way We have sent documents multiple occasions each time we spend hours on the phone to try and talk with the customer assistance just to be told to send the same information over we've tracked it all we've showed to them that we've sent this information and sent it again and now after 6 months instead of closing the account out and sending the money they have finally transferred the money into a trade account our name Rather than just closing the account and sending us the money as requested. They are obviously doing everything they can to slow down the return of the money and in the process the account has lost thousands of dollars while waiting on this company for its release. Seems like a pretty standard complaint that it's really easy to give them your money but it's real hard to get it back from them. We would like to company to quit messing around be responsible and perform the services they have been asked repeatedly to perform. Which is close out the account and send the money so that it may go into the estate trust account. Please quit wasting our time and quit continuing to put us through this aggravation while we're already dealing with what is obviously a tough situation. The E-Trade folks have certainly made the situation worse than it was..

      Business Response

      Date: 08/01/2022

      August 1, 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 18, 2022. 
      A detailed response to your concerns was sent via Secure Message by the Compliance  Department on August 1, 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:07/14/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i received a note from e-trade saying "Due to unusual activity in your account(s), certain functionality may be temporarily disabled until we are able to speak with you. Please contact E*TRADE Account Activation Services at **************, Monday through Friday 24 hours and 8 a.m. to 6 p.m. ET on the weekends. Outside of business hours, please call 1-800-ETRADE-1 for assistance. From outside the U.S. ***************". The unusual activity was only me trading more actively than usual. I have been trying to contact their Account Activation department for 2 weeks - since June 29th 2022 - to unfreeze my account. I have been on hold for as long a 1 hour with no one picking up the call. When I contact the general number they connect me internally to the Account Activation department but the same thing happens, No one ever picks up. When I speak to the general customer service rep they say they have no control over the wait times and there is no way they can help. I HAVE CALLED 2 TO 3 TIMES PER DAY with no success.my account has been frozen sine June 29th and i have been cut off from my account, the money in the account, trading capability, everything.

      Business Response

      Date: 08/01/2022

      August 1, 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 18, 2022. 
      A detailed response to your concerns was sent via Secure Message by the Compliance Department on August 1, 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:07/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I opened an account with etrade on September 2021 for $1000. From the start I was unable to move the funds to any stock. I contacted etrade customer service and was instructed to upload certain documents. I uploaded the docs. But the issue remained. Now my account is on hold due to suspicious activity and imim instructed to contact customer service. I called several times. Each time it took over an hour wait up to 1hour and 45 min. I still haven't been able to get a hold of a representative. At this point I just want to withdraw my money. Thank you

      Business Response

      Date: 08/01/2022

      August 1, 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 18, 2022. 
      A detailed response to your concerns was sent via Secure Message by the Compliance Department on August 1, 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 Financial Holdings LLC is NOT a BBB Accredited Business.

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