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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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E*TRADE Financial Holdings LLC has 14 locations, listed below.

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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:11/20/2023

      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.
      Locked out of account and holding my money hostage.

    • Initial Complaint

      Date:11/18/2023

      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.
      I have holdings of ***** in my individual account that etrade system does not allow me to sell. Ive been contacting etrade customer service for months to resolve this but they have been ignoring my request.

      Business Response

      Date: 11/27/2023

      November 27, 2023

      To Whom It May Concern:

      I am following up on your November 19, 2023 letter to ***** ********** requesting a response to ******* *******’s complaint in the above-referenced matter.

      Unfortunately, we are prohibited by Securities and Exchange Commission Regulation SP 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 a response was provided directly to *** ******* son on November 27, 2023.

      Sincerely,

      Compliance Department
      E*TRADE Securities LLC

    • Initial Complaint

      Date:11/17/2023

      Type:Sales and Advertising 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.
      *********************, an E*Trade representative, offered to pay a $1,000 promotion if I deposited $250,000 with E*Trade. I confirmed, in writing, that I would be eligible if I deposited $233,000 in a rollover account and $18,000 in my existing E*Trade account. He confirmed in writing. Now E8Trade is not honoring their offer and their position is it all had to be in the rollover account. They reduced the promotion payout to $500.00. I have had multiple documented calls with E*Trade representatives and was told for months the case was being reviewed. Today a manager (***) called me and said they are not honoring the additional $500.00 and their rep made a mistake agreeing in writing. I feel this is a case of "bait and switch".

      Business Response

      Date: 12/12/2023

      December 12, 2023

      Via Email Only
      BBB serving Metro Washington DC and Eastern Pennsylvania
      Dispute Resolution Team
      [email protected] 

      Re:      BBB File Number ********

      To Whom It May Concern: 

      I write in response to your November 19, 2023 letter to ******************************* requesting a response to *************** complaint in the above-referenced matter. 

      Unfortunately, we are prohibited by Securities and Exchange Commission Regulation SP and E*TRADEs 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 detailed response will be sent via secure message to *******************

      Sincerely,

      Compliance Department
      E*TRADE Securities LLC 

    • Initial Complaint

      Date:11/09/2023

      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 opened an investment account with E-Trade on 10-16-2023. I used a check from my garbage company I'm not longer with which they gave me a check for $796.34 after I moved and closed my account with them die to me living an an apartment now the check was cut to me after an audit of my account being closed and they returned any deposit I had with them minus any monies due. They che k had cleared about a week after I deposited it with trade but since then etradehasnot let me do anything with it.anytine I try and do a trade or transfer or anything they freeze the account I then call and submit documents they request and they liftthe restrictions. Them again I do anything online with my account with them they freeze it again this has happened about 5-7 times. I've even tried closing my account with the which they will not let me do. So they wanted a 3 way call with the company andme which we have tried to do so 4 times but we keep getting put in circles with them. So E-Trade informed me to find the letter that came with the check and submit that as well as my id. Again and a written statement from myself and then they 3 way call would not be needed . I did so over a week ago. So I call and they say again we have to do the call so we try again and in the process had gotten disconnected. I just want to close my account and and receive my money from my account since they aren't allowing me to trade or anything. This has been going on for almost a month now

    • Initial Complaint

      Date:11/09/2023

      Type:Service or Repair 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 was i/d thefted on my old bank account *** bank. I had to open new account with ** Bank. E*TRADE now with Morgan Stanley refused at add my new account to transfer funds to or from etrade account. The reason is they started verifying yours and my identification by a cell phone number {only option}. NO EMAIL, NO MAIL, NO COPY OF DRIVER'S LICENSE id, NO USA PASSPORTS, NO UPLOADED SCANNED DOCUMENTS SENT TO THEM. My tact cell phone $15 a month does not subscribe to the required cell phone identification company they at Etrade demands. After many phone calls I had to sell all stock and request they mail me a check. The check for over $6000 is now missing. The company instituted a "cell phone only verification" with zero notice and absolutely zero other options. I think one could buy a cell phone in the name of someone else and easily i/d theft them because the cell phone knows the fake name issued to a criminal. Stupid Stupid policy causing my loss and made me angry **** ** ***** missing mailed Allegedly $6000 check. Mad a **** grrrr

    • Initial Complaint

      Date:11/09/2023

      Type:Service or Repair 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.
      Locked me out of my account. Illegally seized control of my account with out explanation or written notice. Very little help on the phone. Not sure how and when i will be able to access my assets nor if my assets are still there.

      Business Response

      Date: 01/04/2024

      January 4, 2024

      BBB
      serving Metro Washington DC and Eastern Pennsylvania
      Dispute
      Resolution Team
      [email protected]

      Re: BBB File Number ******** 

      To
      Whom It May Concern:

      I
      write in response to your November 9, 2023 letter to ***** ********** requesting a response to **** ******* complaint in the above-referenced
      matter. 

      Unfortunately, we are
      prohibited by Securities and Exchange Commission Regulation SP and E*TRADE’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 detailed response was sent via secure message to *** ******* on January
      4, 2024.

      Sincerely,

      Compliance
      Department
      E*TRADE
      Securities LLC

    • Initial Complaint

      Date:11/07/2023

      Type:Product 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.
      Etrade is giving the run around. I'm being scammed. I electronically deposited a paycheck on October 19th. I uploaded my driver's license and social security card. Etrade closed my account on October 27th, for their reasons. I went through their policies to return my money back. I was only told to, which I did, upload my ID, Pay stub and a Letter of Instruction I believe on November 2nd. They was supposed to call in two business days to let me know when my account became active again, *just for withdrawal purposes*. I called on November 7th. They continue to give the run around talking about I have to upload more stuff again. They had my money for 2 weeks without me being able to trade. An additional week for check clearance is not factored in. I'm emotionally and physically drained. Please help. Since they chose to close my account they are not making it easier to withdraw my hard-earned money. Easy to deposit, hard to withdraw.

    • Initial Complaint

      Date:11/07/2023

      Type:Product 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.
      On September 19th I sent in the required paperwork to have my stocks transferred in kind from my ETrade account to my *********************** account. Today is November 7th and the stocks still have not transferred.I have called to inquire at least 8 times and have tried to escalate the issue 3 times. I am being told a that they transitioned to *********************** systems and the automated transfers arent working. They have to do it manually but they dont have a contact at *********************** to help them. They keep telling me they are escalating it but nothing has happened. They keep promising to call me back but have only actually returned 2 of my many calls.

      Business Response

      Date: 11/21/2023

      November 16, 2023

      To Whom It May Concern:
      I am following up on your November 8, 2023, letter to ***** ********** requesting a response to **** ***** in the above-referenced matter.
      Unfortunately, we are prohibited by the Securities and Exchange Commission, Regulation ***, 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, the customer’s finances, and investment objectives.
      Please note that we have emailed our response directly to Mr. White on November 16, 2023.
      Should you have questions regarding the above, please feel free to contact me at ###-###-####.

      Very truly yours,

      Vice President
      Morgan Stanley Wealth Management
      Legal and Compliance Division

    • Initial Complaint

      Date:11/07/2023

      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 brokerage and bank accounts with ETrade. Recently, a $100+ debit via an ATM card was charged to my account, and then credited/refunded back on the same day -- all without any action or activity on my part. I never used my cards, and no one else EVER has had access to them. So I called ETtrade trying to inquire what happened, and how a charge could have been made to my account when NO ONE ever has had access to my card numbers. Instead, I was put on hold for more than an hour by Customer Service, and in the end, none of my questions were answered. I tried to escalate to a supervisor, and wasn't able to reach one on the phone.

    • Initial Complaint

      Date:11/07/2023

      Type:Product 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 opened a savings account at etrade . On 6/22/23 there was an extraction of $119.27. Since then I sent several requests to etrade to investigate the withdrawal transaction. E-trade keeps cancelling the investigations and does not provide further information, where the money went. Etrade told I will be reimbursed, which never happened. Some one has had access to my account and that is very dangerous, it is more dangerous that e-trade is disregarding this. And not let me know where this money went. Etrade should have information of the bank account this money was transferred. It has been a nightmare, as they disregard many phone calls and request for investigations . I would like etrade to provide the results of the investigation, where the money went and reimburse me for that.

      Customer Answer

      Date: 11/08/2023

      name is ***********************************

    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.

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