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 has 14 locations, listed below.

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  E*TRADE Financial Holdings LLC

  671 N Glebe Rd Arlington, VA 22203-2120

• 

  E*TRADE Financial Holdings LLC

  1405 4th Ave Seattle, WA 98101-2201

• 

  E*TRADE Financial

  428 Central Park Ave Scarsdale, NY 10583-1042

• 

  E*TRADE Financial

  1001 Franklin Ave Garden City, NY 11530-2925

• 

  E*TRADE Financial Holdings LLC

  PO Box 2388 Merrifield, VA 22116-2388

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:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 June 1, 2023, an RMD withdrawal was made from my IRA account by check. This check was not authorized by me and I DID NOT receive this check. I am told that it was cashed on June 6, 2023. I have been calling to report this as fraud on my account but Etrade customer service keeps putting me off. I have asked for information as to whom cashed the check and where the check was cashed but all I am told is that they are "checking into it." The last time I was called, I was finally told that it was referred to the fraud department and that they would be contacting me in a couple of days from Nov 1, 2023. It has now been a couple of days and still no response. Since this withdrawal is showing up on my account, I will get a 1099 for an amount that I did not receive but I can't seem to get Etrade to help or respond to me.

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  $2,000.00, was recently sent to E*Trade at *** ****** ***, Jersey City, NJ, 07311, USA, for a 401K business account, that had $5.00 in the business account. Provide, account number, account statement, USER ID and PASSWORD to allow access, for USA, stock market investments.

  Business Response

  Date: 11/27/2023

  November 27, 2023

  To Whom It May Concern:
  

  I am following up on your November 11, 2023 letter to Brock Williamson 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 *** ********* on November 27, 2023.

  Sincerely,
  Compliance Department
  E*TRADE Securities LLC

• Initial Complaint

  Date:10/29/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 somehow deposited extra cash into my R IRA account without my knowledge at some unknown date. On 10/18/23 somehow they realized they had made a mistake, without notifying me, they sold some of my stocks to cover their mistake and charged me broker fees and margin fees. The stocks they sold is lower price than I bought, therefore, I lost money. I don't have a margin in this account. How they can charge me Margin liquidation fee!? I have always use the cash in my account to buy stocks. They move money in and out in my account without notify me - Is this legal? If it’s their mistake, shouldn’t they pay for it? After discovering the problem, I called E*TRADE 3 times but no one could help me. Finally on 10/19/23, I insisted talk to a manager, one named ******* from trading department talked to me. I told him what’s happened in my R- IRA account. He said he need time to look up into my account and call me back the next day. But he didn’t call me back. In short, I called again on 10/27/23 asked to speak with a manager. Then who answered my call saw a note in their computer system that ******* had talked me before, then ******* came to the phone told me "it’s our system put extra cash in your account. We sold some your stocks to cover it because in your account don’t have enough cash. After your call on 10/18/2023 , we have corrected our system and it will not happen again. That’s it. I will not refund you any money. I said this is unfair, why did your company make mistakes, you used my money to pay for it? I’d like to talk to another manager who knows better and put customers benefit first. ******* said he was the only manager to make decisions. He’s already logged it on their system. So if I keep calling, all calls will going to him. No one will handle my case. It’s ended. Now I can only ask your help! I need BBB to help me get justice, so I can get the money they wrongly charged me back. In fact, ******* said E*TRADE have corrected the problem after I first call. But I continued got over $1,000 cash in my account several times last week on different days. Once I saw it, I took photos as evidence to show the truth. In the future, If I got tricked again by them or their system- could be in different ways, again then they may have another chance to charge me fees and sell my stocks as their want?? It’s unacceptable! Now I doubt E*TRADE *******’s work ethics. Someone must to stop his behavior!

  Customer Answer

  Date: 11/27/2023

  It’s has been 30 days, I still not heard from E*TRADE. Most important is my R-RIA account still continually has over $1000 cash showed up in my account( I just checked my account, it’s over $1000 cash in it that not belong to me. I only have about $500 belong to me) . If I didn’t pay attention and used the cash again, the old story will happen again and again. I will be the only victim not only lose a lot of money, also get charged fees as E*TRADE wanted. I will have no peaceful days and always worry what could happen to my R-IRA account. 
  Please let me know if you have discussed my case with E*Trade and if I will get a response soon. Thanks a lot. 
  
  I am looking forward to hearing from you soon. 
  

  Customer Answer

  Date: 12/11/2023

  It's has been more than a month. I have attached more information last month. Now I have not heard anything from you. Could you please let me know if there's any progress. E*TRADE did not contact me for this matter at all. Thanks!

  Customer Answer

  Date: 01/07/2024

  E*TRADE continue doing what they were doing wrong as at the beginning. If I do not pay attention every day, I could do something wrong again, and they could continually charge me and sell my stock without notifying me. That is totally wrong! 

  I was wondering its been 3 months.  If E*TRADE dont respond you (BBB ) requests at all, would you give up and no more help to me? 
  I am looking forward to hearing from you! Many thanks!

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 opened a Roth IRA with E*trade after leaving my employer to work as a self employed individual. The account was opened and funded. I tried to place a trade and was told the account was restricted. I called and gave them the information they asked for - which was my change in employment. They told me the restriction would be lifted in a few days. It’s been over a month, 4 phone calls, 1 email, 1 chat later and I still have no trading access with no explanation why. I also tried to take a distribution to just cut my ties and get the money back - they restricted that too. I tried to transfer to another brokerage account - which would cost me money - they have also restricted me from doing that. Essentially I have a useless IRa that I can’t invest with, can’t withdraw from, and can’t transfer. They will not give me any answers and continually tell me they are looking into it. This is a terrible business practice - it’s my money and if I want to withdraw it or take it somewhere else - I shouldn’t have to jump through hoops to do it. They also won’t tell me why I still have a restriction.

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 October 5th, the initial wire of funds from the sale of my stocks was completed. I never received my money. I called on October 11th inquiring about the funds and was dismissed because of an international wire. On October 16th, I received an email that my bank transit and address were not included in the wire and were returned. My transit and address were confirmed on the 16th, and I was informed that a new wire would be sent the same day. On October 20th, I called again to inquire about the wire. They cannot provide me with an explanation or even the wire number, as they see that it was amended. The lady on the phone said maybe you did not get your funds because it was only amended? But she couldn't confirm if that was true or not. It's been well over two weeks since I requested my funds. I have since bounced a few payments. Acquired additional charges because of that. I just want the funds in my account; I don't understand why they are not being sent to me. I have never had this issue in the past 8 years with stocks.

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 hope this letter finds you well. I am reaching out to express my concern and dissatisfaction regarding certain discrepancies observed in my E*TRADE account Account Number: ********** On October 12, 2023, my account reflected a purchase of $33,000 in US treasury bills with a net amount displayed as $32,725.62. The following day, October 13, my account balance indicated $3,274.53, from which I withdrew the entire amount. On October 16th, to my surprise, subsequent to this withdrawal, my account showcased a negative balance of -$3,000. I promptly reached out to your customer support. The feedback received from your support representative was both vague and unsatisfactory, leaving me with more questions than answers. They stated that they did not know why I had a negative balance but that they would investigate and follow up with me. For further clarity, on October 18, I called E*TRADE support and interacted with **** at 3:59 PM PST. Our conversation led to *******, who further escalated my case to ******* ***********. During this conversation, which took place at 4:54 PM, **. *********** hinted at a potential "system glitch or system error." Moreover, on the very same day, on October 18th, a trade action was triggered, resulting in the sale of 559 shares of (FRCB) at a unit price of 0.0046. This action, which I believe was triggered by an erroneous cash call, disrupts my plans to declare this stock as a worthless asset in my tax filings. The consequence of this forced sale, stemming from an alleged software glitch, might lead to significant financial implications for me. In light of these events, I kindly request: A thorough examination of the alleged "system glitch or system error" which enabled a withdrawal of $3,274.53 on October 13, when my accessible balance was only $274.53. A reversal and expungement of the October 18th trade action related to (****) in my account. Adequate compensation for the potential financial repercussions stemming from these anomalies.

• Initial Complaint

  Date:10/13/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 September 19, 2023, I requested a DTC Transfer of stock shares with a value of $50,000 from my *** Account to my ETrade Account using the DTC Code provided to me by an ETrade Financial Advisor. The number provided was incorrect due to the purchase of ETrade by Morgan Stanley. On September 20, 2023, the correct DTC code was made by ***. As of today, the shares are still not in my Account and despite making multiple calls totaling over 6 hours trying to see why the shares have not yet been transferred I am no closer to getting resolution. To make matters worse the quarterly dividend was to be issued today. Every time I have contacted ETrade I am told they are working on it and even have their top account managers involved (so they say). Next week it will be over a month since they technically lost my $50,000 in stock shares. ETrade is blaming Morgan Stanley saying they are just too busy to make the transfer. Do the sensitive I cannot attach any documents to this claim as it would jeopardize the security of my account.

  Business Response

  Date: 11/20/2023

  November 7, 2023

  To Whom It May Concern:
  I am following up on your November 4, 2023, letter to ***** ********** requesting a response to ******** ******** in the above-referenced matter.
  

  Unfortunately, we are prohibited by the Securities and Exchange Commission, Regulation S-P, and Morgan Stanley Smith Barney’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 *** ******** on November 7, 2023. 
  

  Should you have questions regarding the above, please feel free to contact me at ###-###-####.
  

  Very truly yours,

                           , Esq., Vice President
  Morgan Stanley Wealth Management
  Legal and Compliance Division

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 deceased mother has an account with Etrade. I called Etrade to let them know of her passing and to close the account. This was 9/21/23. I was told to do docusign and upload a death cert, along with executor sheet. this was completed that day and was told to call back monday. i called monday and said to call back again 10-14 days. i called back 10/9/23 was told to resend paperwork. that was completed and was told log in information would be sent by Friday 10/13/23. The woman i spoke with said it cannot be completed due to "Recertification of executor sheet needed". 1. there is no expiration date on an exectutor sheet. once someone is deceased and someone has this sheet that is it. She could not provide any explanation and i do not live anywhere close to the probate office to get a new "certification" im pretty sure "****** ***** from customer service " must be new and not understand a thing. This is ridiuculous and instead of being bounced from person to person with different answers id like to have this resolved. all paperwork was submitted and should not take 3 weeks - and still ongoing.

• Initial Complaint

  Date:10/11/2023

  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 been a resident of the United States for the past 11 years and had previously used Etrade as my trading platform for over 5 years while employed at ********* ********** *********. Recently, I've transitioned back to Etrade via my current employer, ****** ***., to manage my Employee Stock Purchase Plan (ESPP). Despite my consistent residency in the U.S., Etrade has mistakenly flagged my account as being based out of India. As a result, they've been withholding taxes on every trade I've conducted. To address this, I have repeatedly submitted the W-9 form for tax certification. However, the issue persists. On numerous occasions, I have reached out to Etrade's customer service. Each time, I am reassured that my account has been correctly certified and that the error is on their end. I am consistently promised a resolution within a few hours, yet no solution is ever implemented. Furthermore, each interaction with their representatives seems to introduce a new form or process, adding to the confusion. Given this series of events, my trust in Etrade's platform has significantly eroded. I am concerned that they may mishandle my tax documentation, potentially leading to financial losses on my end.

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 is being held hostage with Etrade telling me to do the same thing over and over that has already been done, multiple times.