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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

    • 507 total complaints in the last 3 years.
    • 156 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:07/07/2023

      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.
      My mother passed away in Feb 2023. I have been trying to have the money in the two accounts she owned transferred to me. The transfer was explained as being a little complicated because one was a trust and IRA she inherited when Dad passed. Today is July 7. Etrade continually asked for the same things I'd already sent (Trust document for example, and they wanted me to sent the ORIGINAL---no way). This went on for months, usually at 3 week intervals, so nothing was timely. They set up an account which both would be transferred to, but apparently 1 had a margin balance. The account they set up, I was asked if I wanted margin. I said no. Whoops, they can't transfer an account with a margin to an account with no margin. I replied to the update "Here is my permission to open a margin on the new account." Two weeks later: "We need your ID". No telling me WHICH ID, where to sent etc. I send a picture of my license. 2 weeks later: we can't open this account with a PO Box. We have NO STREET MAIL DELIVERY in my town. They also need information about where I work, etc, to open the margin, because I guess it;s like a credit line. I don't WANT a margin account, I just need it to transfer the money. They gave me no other alternatives, like just paying off the margin with a check (there's no cash in the account, I'd have to sell stock). This is where I'm at now. It's 2 weeks later (again) and after speaking to yet a DIFFERENT person in the beneficiary service division, nothing was solved. I have had an etrade account 25 years, you'd think they could just transfer the stock there, but noooooo. I cannot wait to close every account I have at etrade. For a settlement I would like Etrade to GIVE ME MY INHERITANCE, NOW!

    • Initial Complaint

      Date:07/07/2023

      Type:Billing 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.
      After recieving A letter that ****** ******* would be taking over Etrade I tried to log into my IRA account (*********) that I just sent a $2,770 check to deposit before hearing about the change and learned that Etrade/******* had amended access so that I can no longer get into the account with changes made by ******* and after talking to Etrade agents several times and being put on hold for an hour and lied to, it has become obvious this is some kind of take over of my account and the few hundred dollars left in the account because they are not giving me access. I have been robbed by wallstreet again.

      Customer Answer

      Date: 07/19/2023

      ---------- Forwarded message ---------
      From: *********************** <******************>
      Date: Sun, Jul 16, 2023 at 5:08 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]>

      Thank you for the reply. 

      The complaint # ******** with Etrade has been resolved and my access has been restored.

      Please inform me how to close case ********

      Thank you again for your help with this issue.

      *****

    • Initial Complaint

      Date:07/06/2023

      Type:Billing 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.
      Client *************************** Morgan Stanley Bank, N.A. Account No. ********** ****** Morgan Stanley Private Bank, National Association I have been notified that my deposit has been put into the Morgan Stanley Sweep Bank(s). This client has repeatedly requested that the account be closed and that the money be released to myself. There is no reason why I should not be allowed to close this account. The liquid assets should then be returned to me at ***************************** *********** Box *** Somerton, AZ *****. I need a swift resolution to this problem.

    • Initial Complaint

      Date:07/05/2023

      Type:Service or Repair 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.
      My E*Trade brokerage account. On or about May 22,2023, I notified them that I had a new phone number, please change it so I could log into my account. I preformed all the requirements for the change, Three times in fact. Still today- I cannot log into my account because they are still using my old phone number to send the validation code to me. This is and has, costed me money. How could it possibly take 8 plus weeks to change a phone number???

    • Initial Complaint

      Date:07/05/2023

      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 would like to collect my investment from this company since they have made it difficult to be contacted. Apparently I have had an account with them for a number of years but there is no working phone number or direct contact with the agency. I know this since I have tried to login to the site and also ****** their phone number to no avail. Therefore I would like to request a refund for $292.97 (as shown on the photos). Once this is finalized I require no further contact from the company.

    • Initial Complaint

      Date:06/30/2023

      Type:Billing 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.
      My wife recently passed away. She has a stock account with e*trade. She has willed 50% of her account to me, her husband, ****** ** ****** and 50% to our son, ****** ** ******. I called e*trade on June 7, 2023 to inform them of her passing. They requested a copy of her death certificate and a letter stating their permission to transfer the stock and cash balance accordingly. I did so via email and confirmed that they received it on June 7th. My son and I each opened our own accounts on June 7th. Ever since then we have been calling for status updates only to be told that there were errors, the transfers have been rejected with no specific reasons why. I called them on Wednesday 6/28 and they told my my transfer had been moved out of the pending stage and would be receiving the transfer in "a day or 2". My son has been calling them daily and getting nowhere. Today he was told that my account has been rejected and his would be going through "in a day or 2". He called back and asked to speak to a manager (*** ***** ***** ###-###-####). *** ***** was not helpful, rude, yelled at him and hung up. I called *** ***** back twice but got his voice mail and he has not returned my call. This account is worth nearly $400,000 and as you can imagine, I am getting quite nervous about this situation. Please contact me at **********@*****.com or by phone ###-###-#### or my cell # ###-###-#### Your prompt attention in this matter will be greatly appreciated. ****************************

      Business Response

      Date: 07/24/2023

      July 24, 2023

      To Whom It May Concern:

      I am following up on your July 10, 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 detailed response was provided to *** ****** on July 17, 2023.

      Sincerely,
      Compliance Department
      E*TRADE Securities LLC

      Customer Answer

      Date: 08/21/2023

      This issue has been resolved.  As per our telephone conversation on Wed. Aug. 9th, no further action is required.  

      Thank you,

       

    • Initial Complaint

      Date:06/27/2023

      Type:Order 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.
      Hello, Upon my Mother's passing on 12/22/22, I informed ETRADE and the accounts were then moved to the ETRADE Estates group to setup the transition. My Mother's assets are part of a trust, and this trust is now setup with a Federal EIN Number. Over the last six months, Etrade Estates has been provided the most current information and continues to hold the account in "processing" status where it cannot be accessed by the trustees of the trust in order to distribute the assets to the trust beneficiaries. Calls and emails go with long delays and no response. The issue was escalated within the department. Our case number with Etrade Estates is 29504459. We have not been able to get a response. The most current information has been with ETRADE since 6/13/23 with a follow up on 6/23 indicating we would file a complaint with the BBB. We would like the BBB to help provide incentive to Etrade Estates to get this account setup complete so the trustees can complete their job for the beneficiaries.

    • Initial Complaint

      Date:06/27/2023

      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.
      Etrade Case # *******. I have several etrade accounts ******** and ******** are a couple. I have had a horrific experience dealing with an account at etrade for a year. Acct. # *********. Probably way over 20 phone calls. It is a comm. property account with my husband. He passed 2/1/2012. I am the court appointed personal rep.and have sent that to etrade. Also sent the IRS EIN number for the estate, original death certificate and completion of probate court documents. I would like it transferred to ********. I have spent so much time on the phone and have submitted all docs and have been told it would be transferred within a couple weeks multiple times by three different reps in the last 6 months. ********** is a community property state and the account was set up decades ago.I have been locked out of the account for possibly a year, so can't change any investments, etc. I want etrade to unlock the account and make it not restricted and transfer it to ********. I have completed the transfer request from ******** and also an account application from etrade they told me I needed to do. Thank you so much for helping me with this.

    • Initial Complaint

      Date:06/26/2023

      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.
      My Dad had an account at ETrade. As his executor, I’m working on getting the funds pulled out of ETrade. ETrade says that they first have to create an ‘Estate Account’ and transfer the funds to that account, and then I’m allowed to pull the funds out of the Estate Account. On 6/9/23 I received an email from ETrade saying that the estate account had been created and the funds would be transferred in ‘a few days’. I called back on 6/14/23 and was told it could take as much as another week. I called today, 6/23/23, and was told it should probably be another 3-5 business days. It’s already been two full weeks since the point that I was told it would take ‘a few days’. Taking WEEKS for ETrade to transfer money from one ETrade account to another, especially when they say they ‘take special care’ when dealing with the passing of an account holder, is outrageous, and the incompetence is over the top.

    • Initial Complaint

      Date:06/22/2023

      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.
      Starting in February of this year I have tried to roll money out of my IRA that was being run by E-trade into my IRA run by my employer. I have submitted all the paperwork that has been requested from me and have called them repeatedly since then. Every time I call and talk to a representative I'm assured that everything is moving along, or that I need to submit something else which I do. Every time I call this is repeated, until I call back and something else is wrong. They have strung me along all this time. I have called and went through this process over and over again to the point that calling them doesn't seem to be doing anything.

      Business Response

      Date: 07/17/2023

      July 17, 2023

      To Whom It May Concern:

      I am following up on your July 3, 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 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 detailed response was provided to Mr. Robbins via mail on July 17, 2023.

      Sincerely,
      Compliance Department
      E*TRADE Securities LLC

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

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