E*Trade Financial Corporation

Review: ETrade has reported "Account Abuse" to Chex Systems on my behave. This report is false and inaccurate, I never had an account with this company and therefore do not owe, have never owed them any money.Desired Settlement: I would like ETrade to remove this inaccurate information with Chex Systems.

Business

Response:

Dear [redacted]:

On behalf of E"TRADE Securities LLC ("E•TRADE" or the "Firm"), this letter is in response to your correspondence to the Revdex.com ("Revdex.com"} concerning information reported on your Chexsystems (also known as "eFunds"} consumer report

A review of Firm records confirms that Individual brokerage account XXXX-[redacted] was opened under your name and Social Security Number ending -[redacted] on May **, 2012.

E*TRADE received a Compliance Data Center Alert on May **, 2012 regarding your relationship with another financial institution. Consequently, E"TRADE exercised discretion to close the account in accordance with the terms set forth in the E"TRADE Securities Brokerage Customer Agreement You were notified of E"TRADE's decision to close the above-referenced account by letter dated June **, 2012 (copy enclosed}.

If the account was fraudulently opened, E•TRADE requires that you complete the following in order to remove the information reported on your Chexsystems consumer report:

1. Contact one credit bureau to have a fraud alert placed on your credit report. The contact information for the major credit bureaus follows:

• Equifax

• Experian

• TransUnion

2. Submit a Notarized Fraud Affidavit from the Federal Trade Commission ("FTC"). The form can be found on the FTC website at [redacted].

3. Obtain a police report from a local jurisdiction or an FTC complaint number.

Please mail the required documentation to the following address:

E*TRADE will submit a request to update your ChexSystems report upon receipt of the required documents.

Sincerely,

Review: ETRADE locked my account due to suspicious activity on July [redacted], 2013. I was notified of this by a phone call from an 800 # from someone claiming to be from ETRADE. They proceeded to ask me information that would reveal confidential information about me and my accounts. I denied to answer these questions and hung up. I then called ETRADE from an 800# displayed on their website and proceeded with the account restoration. To restore my account ETRADE asked me to go to some RANDOM website and download a virtual token. I denied this request and asked them to FEDEX me a real token.Desired Settlement: If ETRADE suspects unauthorized account activity they should not use a phone call to confirm this activity of the account holder. ETRADE needs to use some other method that customers' can trust. ETRADE should not expect customers to go to a random website that the customer has no prior interaction with and download a token. For suspicious activity I suggest ETRADE send an email and/or text alert to emails/phone #s stored in my account profile, then perhaps I then click on it and am challenged to answer certain questions. I am not giving someone confidential information via phone that I don't know/can't confirm their identity.

Business

Response:

Dear [redacted]:

On behalf of E*TRADE Securities LLC ("E*TRADE"), this letter is in response to your correspondence to the Revdex.com ("Revdex.com") concerning your customer service experience.

Please accept E*TRADE's apologies for the service you feel you have received and for any inconvenience you experienced. A security restriction was placed on the above-referenced account on July **, 2013 because an IP address used to login to the account was out-of-pattern with usual logins. This was done to protect the account and E*TRADE from possible fraudulent activity.

A Financial Services Representative contacted you at the telephone number of record on July **, 2013 regarding this matter; however, you stated that you would contact Customer Service at another time. A Smart Alert was also sent to the account on July **, 2013 to request that you contact Customer Service regarding the status of the account The account activity was verified with Customer Service and the security restriction was removed from the account on July **. 2013.

You may elect to receive Smart Alert notifications at your email address of record by logging into your account and clicking on the My Info sub-tab located under the Accounts tab. Click on the Edit Smart Alerts Settings link located under the Express Links on the right side of the page.

E*TRADE account holders that experience a potential fraudulent event are required to utilize a Digital Security ID token for the lifetime of the account. You have the option of requesting a token online by logging into your account and clicking on the Customer Service link. The link to order a Secure ID Token is located under "Submit Online Requests".

Please contact Elite Customer Service at ###-###-#### or log into your account at [redacted] upon receipt of the Digital Security ID token to complete the token activation process.

E'TRADE appreciates the opportunity to respond to your concerns.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding E*Trade Financial Corporation has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I opened an account with etrade and they were supposed to transfer my other account to them but did not. Then they closed my account. I was told I would have to apply to open an account again, which I did. So I opened account #[redacted] again and all I get are robo calls to call customer service. But when I call the 800 number I am just given a bunch of options (make a trade, get a quote, etc ) because it says it matches their information. I tried to send a secure message (one part of the website says I can) but then it says my account is closed so I cannot. I am not sure who to talk to or what they want. They say I can be a customer but then do not provide customer service. When I get some one on the phone they seem to be out of country and have no clue of what is going on or what to do.Desired Settlement: If Etrade wants me to speak to a human being then they need to provide me a valid person, extension and/or phone number so I can follow up to resolve what ever issue they have. If they do not want me to have an account then they need to explain in writing why not. If I can have an account then work with me to resolve whatever issue they have.

Consumer

Response:

At this time, I have been contacted directly by E*Trade Financial Corporation regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They received the requested information in August 2012 as stated on their own website. The problem is that they keep closing my account, then playing games when trying to reopen it. None of the information has changed. They also refuse to let me speak to anyone of authority in the US, only call service people out of country who read scripts. There is no conversation, just dictation on their part. They refuse to provide any written explanation or documentation as to why they accepted the same documents less than 1 year ago but now refuse to do so, even though they are all still valid and contain the same information. Etrade simply wants to waste the clock so they do not have to honor their new account offers and so they can close accounts on baseless grounds.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]:

On behalf of E•TRADE Securities LLC ("E•TRADE"), this letter is in response to your follow-up correspondence to the Revdex.com ("Revdex.com") regarding the opening of the above-referenced account. The Compliance Department previously addressed this matter by letter dated March **, 2013. A copy of that correspondence is enclosed.

A copy of your valid (non-expired) drivers license or government issued photo identification and a copy of your Social Security card are required to complete the new account activation process. The documentation provided In 2012 does not satisfy this requirement. The account will be activated upon receipt of these documents.

Very truly yours,

Review: In March of 2011 Etrade sent a letter saying there was a lien release sent to the County to release the mortgage. In October they sent another letter confirming the same. Despite multiple calls, emails, a fax and a written statement requesting the "Satisfaction of Mortgage" document sent to the Recording office, Etrade has yet to complete this small task. We have been working on refinancing since November of 2012. We have been unable to proceed due to Etrade not sending the appropriate paperwork to the Recording Office. We erroneously assumed that a mortgage company would hold up their end of the contract when the debt was paid off. I spoke with Etrade today and they again assurred me that they sent the right paperwork after speaking with the State recording office on ** of June, 2013. However, the Bureau of Conveyances (BOC) has no record of any new documentation from Etrade. It takes about three months to process any paperwork, the BOC said; we should check back with them in September. We will call them for the third time. I suspect we will find "no record from Etrade." We only found that there may be an outstanding lien on a property after attempting to refinance. This is despite working with a title company, a new mortgage company and a past mortgage company. The last should have better business practices. I requested a copy of the Satisfaction of Mortgage document. The representative said I, as a consumer, would not be able to receive this document as it is only for the County. I contacted BOC, they said it takes three months of processing and I should contact them in September to determine the status of the lien release. Currently, there is no record on file from Etrade. Since, there has been no verification of any actual lien release from a mortgage that has been satisfied over two years ago, I am starting the process to make a complaint.Desired Settlement: Etrade to send the Satisfaction of Mortgage so that it can be recorded and we can move on with the refinancing. If we are unable to finance at the same rate that was previously approved for months ago (pending the lien release) that is a complaint for another day. Thank You

Consumer

Response:

H

At this time, I have not been contacted by E*Trade Financial Corporation regarding complaint ID [redacted].

Sincerely,

Review: I called E Trade to speak with a customer service representative about two accounts that were opened under my name and social security number. I spoke with one representative and told him that the accounts were fraudulently opened because I didn't open them and I have been a victim of identity theft. He insisted that he could not close them and list them as fraudulent unless they had a letter and a copy of my photo ID stating that, I informed that they do not need this information and I have been dealing with this for almost two years now and I know that information is not needed. He was insistent that they were helping me and would then in turn remove the flags.....I told him that the flags were placed there for a reason and that I will not be removing them. I asked to speak with a manager and he placed me on hold and then hung up on me. I called back and spoke with yet another person who also insisted that I provide them with that information. When I questioned her further about how not one but two accounts were opened under my name and social security number when all my credit bureaus are lock and have fraud alerts on them she also hung up on me. When I called back a third time to speak with a customer service representative was very helpful and stated that I indeed didn't have to send in a letter stating that I am a victim of identity theft with my photo ID. He took care of everything and eventually put me in touch with a manager.Desired Settlement: To inform me of the actions taken against the company

Business

Response:

Dear [redacted] :

This letter is in response to the letter of complaint that you sent to the Revdex.com regarding E*TRADE Bank ("E*TRADE") accounts ending [redacted] and [redacted] that were fraudulently opened in your name.

A review of the records associated with accounts ending [redacted] and [redacted] confirms that the accounts were opened on June **, 2013 and restricted on June **, 2013 due to identity theft concerns raised by the ChexSystems report received by E*TRADE when the accounts were opened. The accounts were reviewed and closed the same day; "no further business" letters were mailed to the address of record for the account. You contacted E*TRADE on July *, 2013 to advise that you received the "no further business" letters and to report the accounts as fraudulent. It appears that there was a misunderstanding during the telephone conversation , which resulted in an E*TRADE representative advising that you must provide a letter of instruction and copy of your driver's license in order to remove the block on your information that was placed by ChexSystems . You advised that you did not want the block to be removed, but that you wanted the accounts to be closed. Unfortunately , your call was disconnected on two (2) occasions before you were transferred to a supervisor , who advised that the accounts were closed and that you did not have to provide the information that was initially requested.

E*TRADE sincerely apologizes for the inconvenience that you experienced when you contacted us regarding the fraudulently opened accounts . You indicated in your complaint that you have experienced identity theft multiple times in the past few years ; if you have not already , please consider contacting one (1) of the major credit bureaus to have a fraud alert placed on your credit report. The contact information for the major credit bureaus is:

Equifax: ###-###-####

Experian: ###-###-####

TransUnion : ###-###-####

It is also recommended that you visit the Federal Trade Commiss ion's website at http: [redacted] to learn more about what to do if you are a victim of identity theft.

Please feel free to contact [redacted] , an E*TRADE Corporate Support Manager, should you have any remaining questions or concerns . You may reach [redacted] toll-free at ###-###-#### , extension [redacted].

Review: I was subject to backup withholding by the IRS due to mistaken assumptions on their part in 2008. This matter was resolved. I received a letter from the Tax Payer Advocate Service on September **, 2009 stating that I am no longer subject to back up withholding. I have submitted this letter to E*Trade numerous times over the years. Recently (probably in Feb or March 2013) I had a three way call with a representative at E*Trade, [redacted], an IRS agent, and E*Trade's Tax office. E*Trade's tax office was told by the IRS that the Tax Payer Advocate Service's ruling are final and that the IRS must follow them. They will not accept this. I have contacted E*trade again today 4/*/13 to see if they have done anything. I spoke with [redacted], a supervisor. It appears that they still refuse to accept the documentation provided them. He has promised to check into it but I am not hopeful.Desired Settlement: They need to remove the withholding ASAP immediately. Pay me back the amount that they have been illegally withholding for 2013. Apologize and change this policy. The customer cannot provide documentation that the IRS will not provide. They must change their policy to reflect the realities of the situation.

Business

Response:

Dear [redacted]:

On behalf of E"TRADE Securities LLC ("E•TRADE"), this letter is in response to your correspondence to the Revdex.com ("Revdex.com") concerning the taxes withheld from the above-referenced account.

It is noted that you discussed the concerns referenced in your correspondence with [redacted], Financial Consultant, on April *, 2013. An Internal Revenue Service ("IRS") C-notice was placed on the account on September **, 2009. E"TRADE received IRS Form 1040 on April *, 2013, and the C-notice was removed from the account. Backup taxes totaling $450.65 that were withheld during 2013 have been reversed.

You may contact [redacted] at ([redacted]) ###-###-####, extension [redacted] should you have additional questions about your account

Review: I submitted a funds transfer request from my e*Trade account # [redacted] on 9/**/2014 to transfer $850 to my checking account. I had 857.49, and e*Trade would have not allowed a transfer is funds were not available. As of 9/**/2014 my e*Trade account balance is $7.49 and I have not received the $850 requested sent to my Checking Account. I am leaving for Mexico on 9/**/2014 and I needed these funds for my trip. I called e*Trade on 9/**/2014 at 8:00 AM and could not get satisfactory results nor was I allowed to speak with management in order to obtain a solution.Desired Settlement: The original request of $850 transferred into my checking account as requested.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My husband was [redacted] on 10/*/12. We had a credit card with E-trade. I called E-trade on 10/*/12 and closed the account. I called E-trade on 10/**/12 and received the total balance owed. I paid E-trade in full on 10/**/12 for the balance provided to me on the phone. On 4/**/13 an E-trade representative called to inform me I owe E-trade $458.49. The representative told me there were notes in the file about my previous phone calls. The E-trade representative refused to send me an itemized statement about the $458.49 and tried to convince me to pay $105.37 to satisfy the account.Desired Settlement: I believe E-trade made numerous errors in handling this account. Either they provided me the wrong total balance owed on 10/**/12 or they continued to charge interest after I closed the account. In addition, E-trade provided a false statement to me regarding their inability to reach me. My address was provided and a change of address for my husband's post office box was filed. The post office box was maintained as open for 4-5 months after his death. Then I put in a change of address with the post office. E-trade should notify the 3 major credit agencies about their error.

Business

Response:

Dear [redacted]:

This letter is in response to the letter of complaint that you sent to the Revdex.com ("Revdex.com") regarding your E*TRADE Bank ("E*TRADE") credit card account ending [redacted]. Please accept our condolences on the recent loss of your husband, [redacted].

E*TRADE sincerely apologizes for any miscommunication that may have occurred when you contacted us to pay off and close your account. The balance provided to you on October **, 2012 did not reflect the interest amount that had accrued in the time between your phone call and the day your subsequent payment was received. Please note that interest accrual occurs as long as a balance remains on an account , regardless of whether an account is open or closed. Our records indicate that all fees and finance charges were correctly assessed in accordance with the terms and conditions of the account.

Our records do not indicate that any statements for this account were returned as undeliverable ; however , the associated address was updated on April **, 2013.

E*TRADE waived the entirety of your balance to bring this matter to a successful conclusion. Please note that updated information will be provided to all three of the major credit reporting agencies .

Sincerely ,

Interim Chief Compliance Officer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: etrade has deactivated my account "due to due to unusual activity in your account". I have contacted their customer service (###-###-####) numerous times and followed their instructions to fax a front/back copy of my drivers' license to their fax (###-###-####). Each time I call them they provide yet another excuse why they cannot activate my account. When speaking to the customer service representative I am questioned on personal information which is "phishing" in nature - wanting to know person loan information and loan amounts, etc.Desired Settlement: I would like to close my Account and have account balanced mailed to my home address. Note: This is the same address which my y eTrade account is filed under. My account number = [redacted] thank-you, [redacted]

Consumer

Response:

At this time, my complaint, ID [redacted] regarding E*Trade Financial Corporation has been resolved.

Thank-you for your help in this matter.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: My father and I started an account with etrade roughly 15 years ago when I was a teenager. I invested my own money that I made from working summer jobs. After making my investments, I did not touch the stocks for years. At 31, I am in a position to invest again, found my etrade login info, and expected to see a modest return on my modest investment. Instead I was made aware that my assets had been sold to cover the $40 quarterly "inactivity fee" that had accrued over the years.Desired Settlement: Refund equal to the value of assets sold.

Consumer

Response:

At this time, I have not been contacted by E*Trade Financial Corporation regarding complaint ID [redacted].Sincerely,[redacted]

Review: I was contacted by etrade electronically 12/**/13 regarding my debit card potentially being compromised due to the theft from [redacted] Corporation of some 40 million card numbers. They urged me to replace my card for security reasons. I responded to said electronic message in kind the same day stating that I would be traveling and if they could overnight me a card before I left on December ** then that would be acceptable, otherwise please disregard the request until I contact them again. I received no response until 12/**/13. Said response did not address my concerns but instead said that a new card has been dispatched. From past experience I knew that this meant my current card would be cancelled. I called and spend a significant amount of time on the phone trying to resolve the issue, no one I spoke to could do anything and I was given false information about what they could do. I had even asked a manager to read the message I sent on 12/**/2013 to see if I was somehow vague or unclear. He said that he understood perfectly and didnt understand why the other employee made the mistake. I offered that perhaps the employee was overworked, inebriated, unqualified, or could not understand english. Multiple phone calls and emails later and again no real help of any kind. As of today it is 12 days I have been without access to my debit card and thus funds and 22 days since this fiasco started. To top it off etrade cannot find the fedex tracking information for the card they sent to me. without my authorization, while I was out of town and had to order yet another card creating yet another delay in restoring access to my account. Multiple employees said the fedex shipping fees would be waived and in fact I was charged the fee. When I tried using the chat support the employee asked me if I was charged the fee, then said they could not actually help me with something account specific. My response was, why offer a chat support that cannot actually provide support. As you can see etrade has thrown the proverbial monkey wrench into my life and cannot seem to fix it in a reasonable amount of time or without significant headache and inconvenience to the consumer.Desired Settlement: I chose change the store policy because you do not have change the company policy. I am no banker, I am a consumer, but I do run a business and if I did these kinds of things to my customers, I would be broke and homeless and probably litigated as well. E-trade needs to create a team that specifically deals with these kinds of screw-ups in a timely and efficient manner. Your regular customer service in these cases couldn't find their way out of a paper bag and that is sad for a company with the reputation that etrade has. The easiest solution would have been to reactivate my old card until such time that a new one is delivered. But for some reason, that was not possible.

Business

Response:

E*TRADE responded to this complaint by letter dated January **, 2014, and considers this case to be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The letter does not apologize for the actual issues that occurred and rather apologizes for the fact that I have an opinion on the matter that I "feel" I had poor service. Instead of apologizing for the actual missteps that took place. They also decided to confuse the issue with [redacted] breach in security versus their own employees issues reading the English language. What I want is for an actual human being to understand the issues here and write an apology accordingly. Facts are facts. The fact is that again etrade has decided to not actually pay attention to the human side of customer service instead focusing solely on the business aspect.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

E*TRADE previously addressed [redacted] complaint by letter dated January **, 2014 and has closed its file on this matter.

Review: Recently we etrade with regards to moving money but after mentioning our divorce and to our surprise, E*TRADE lock and denied us access to our accounts. E*TRADE demanded that we send them a copy of our divorce settlement or a notarized letter but in the meantime we can not pay bills, we can not monitor our investments, and moreover we can not follow the courts orders.Desired Settlement: 1 . Unlock and restore complete access to the aforementioned accounts; 2. Cease and desist interfering with our domestic finances; 3. Make whole any and all damages which this action may have caused including but not limited to losses resulting from positions, costs related to of bounced checks, loss of work, cost of mailings & document prep relating to the access restrictions placed on our accounts, and loss of other financial opportunities related thereto

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I mailed in two checks to be deposited into my checking account on Jan. 2nd totaling $298.51. On Jan. **I received a message from Etrade stating they would not except the checks because they were written out to (my name) [redacted] They do not have the suffix ([redacted] on file for me and will not accept them. I called them and asked that they mail the checks back to me so I could just deposit them at a different bank. I was told it would take 5 - 7 days. It has now been 2 weeks! I have not received my checks back. Therefore, I am unable to deposit and have access to this money.Desired Settlement: I would like Etrade to find my checks and overnight mail them back to me.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I opened an etrade account to make one specific stock purchase. I did buy about $4,000 in the stock I wanted. At that time I expected to keep the stock for a while. I attempted to log into my account years later and could not. I contacted ETrade and was told that fees ($40 per quarter) had gotten high and they sold my stock to pay for the fees. I was never contacted about the fees or about ETrade selling my stock.

I was scammed by ETrade!Desired Settlement: I want to be refunded my money.

Business

Response:

Dear [redacted]:

On behalf of E'TRADE Securities LLC ("'E"TRADE"), this letter is in response to your correspondence to the Revdex.com ("Revdex.com") dated October **. 2013. regarding fees assessed to the above-referenced account.

The account was opened on December **, 2004; thereafter the account remained Inactive for a number of years. Brokerage accounts not meeting certain activity or balance requirements were previously assessed an Account Service Fee ("ASP') in accordance with the Account Activity Fees schedule that was posted on the E"TRADE website. As of March **, 2010, the ASF has been eliminated.

You were notified by Smart Alerts prior to the assessment of the ASF and the fees were documented in your online portfolio and account statements. The account accumulated a negative cash balance following the assessment of the ASF. The negative cash balance and net account value were documented in periodic account statements that were delivered electronically to [redacted].

520 shares of Sirius XM Radio Inc. ("SIRI") were sold on September **, 2008 in order to satisfy the negative balance that had accrued in the account The remaining negative balance was written off on September **, 2008, and the account was closed on June *, 2009.

You are respectfully reminded that at the time the account was opened, you agreed to the terms set forth in the E'TRADE SectJrities Brokerage Customer Agreement. Section 4(b) follows:

Fees, Commissions and Account Minimums

I agree to pay brokerage commissions, charges and other fees promptly as set forth in E'TRADE Securities' then-current fee schedule and as applicable to my Account and the transactions and services I may receive. I also agree to pay all applicable federal, state and locallaxes. I authorize E'TRADE Securities automatically to debit my Account for any such brokerage commissions, charges. fees and taxes. A schedule of the current fees and commissions is available on the E"TRADE Securities Web s,ite. E'TRADE Securities may modify the fee structure at any time by posting a modified schedule on its Web site. E'TRADE Securities may require me to make a minimum payment to open an Account and to maintain a minimum balance in the Account thereafter. If my Accounts value falls below the minimum balance or my Account is inactive, E'TRADE Securities may charge additional fees or, if it deemis appropriate in its discretion, close my Account. Account maintenance fees are described in the schedule of fees on the E'TRADE Securities Web site.

It is noted that you discussed the ASF with Customer Service during a telephone call on October **, 2013. While E"TRADE regrets your disappointment, it does not find that the account was mishandled in any way.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This response is a joke, it states I was contacted I was told about the fees. I never was I would have needed to log into my e-cheat account to see the charges for an inactive account. ETrades policies are fraud, they change fees for doing nothing. I was ripped off!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

It was my understanding when I read the terms that I would be notified via my log in email of any account changes or charges. I did not see a section of the agreement that clearly stated I needed to continually make trades or transaction with the account and that there would be any monthly fee. I only made one trade and never intended to use the account again. I never received one email stating that I was being charged monthly "inactive" fees. I find it extremely suspicious that the site is set up that I would need to log into my account to read emails from ETrade about my account. I have never even heard about a company designing a user experience as such. It is theft to simply change a fee for not using the site and sell the stocks without notification. No one single person would get away with it! Plain and clear theft!

Business

Response:

Dear [redacted]n:

On behalf of E"TRADE Securities LLC ("E-TRADE"), this letter is in response to your correspondence to the Revdex.com ("Revdex.com") regarding fees assessed to the above-referenced account.

The Compliance Department has previously corresponded with you concerning this matter and incorporates the information already provided in its response letter dated November *, 2013.

While E"TRADE to regrets your disappointment. it stands behind its previous response. Your request for compensation is respectfully declined

E•TRADE has closed its file regarding this matter- If you remain unsatisfied, you have the right to dispute the matter with the Financial Industry Regulatory Authority ('FINRA"). E *TRADE respectfully reminds you that your account is governed by a pre-dispute arbitration clause. Section 8 of the E*TRADE Securities Brokerage Customer Agreement contains information about this method of resolving disputes with the Firm. For further information, the appropriate arbitration procedures can be found on the FINRA website at

[redacted].

E-TRADE appreciates this opportunity to respond to your letter.

Review: Three years ago, in response to my son winning an eighth grade stock market game in school, I opened a custodial stock account for him with eTrade. They accepted the $1000.00 deposit and allowed the execution of several stock trades. Since then the account went largely unused until recently when my son decided to re-explore things . On Sept **, 2013 he was able to successfully purchase 5 shares of GME and etrade completed the transaction. For vague and unclear reasons later, he discovered that the account was restricted due to "suspicious activity". When I spoke to an eTrade representative, it was stated that the account was never fully activated and the documents were done incorrectly (a much later phone call stated that the restriction was because of a password change from a questionable PC). To release the restriction, I was requested to submit three forms; a complete account activation form from their on line resources, a written letter of intent and a photocopy of my drivers license. This was done immediately. When I placed a follow up call, I was informed that the photocopy of my drivers license was inadequate because it couldn't be read properly as a copy. I asked whether directly scanning the license would be better and they stated it would be. So, I followed these new instructions. After several days I was then told by eTrade that they had received everything however the copy of the drivers license needed to be in color and that I should create an image from my cell phone. All three packets of forms were all emailed to [redacted] After calling eTrade yet again, they state that the forms were filled out incorrectly; that my son should not have filled out the section for ownership nor have signed the document anywhere (although the forms clearly suggest he does). I then redo that portion of the their request, without my son's signature and am told by them to email everything now to [redacted]. This address was verified with the account rep on the phone and all documents again emailed only to discover later that is was an erroneous address at eTrade. I then resubmit (10/**/13) the full package to [redacted] Three days later, I am told that all the necessary documents are in, that the application is being reviewed, and this process should take three days. At that point I call etrade and am told a final decision should be ready the following day. They would like to call me directly about this and so I give my cell phone number but instead they leave three generic messages on my home voice recording. After making the most recent call tonight, the account rep now begins to ask questions regarding our internet service provider, how many computers we have in the household and other seemingly irrelevant questions, all for "security". She then begins again to tell me that the form has errors on it and my son needs to sign a portion of it. At this point I tell her that I will not submit any further documents requested and it is clear that eTrade has been taking me a "wild goose chase". Since the account was never fully activated, I request to have all the shares within the account sold, return the proceeds to me and terminate any process toward activation of this custodial account. She accepted my order to sell three securities as a market order. it is unclear as yet how they will return my money. When reviewing many other complaints on-line, it seems that this is a common complaint by customers of etrade: inappropriate restriction of the account; unreasonable procedures to resolve these issues, under the guise of security and protection; excessive fees and delayed times to transfer funds. I have spent in excess of eight hours on the phone, submitting documents and filling out forms to resolve a supposed clerical issue.

While I am filling this complaint with the Revdex.com, I also intend to file a separate complaint to the SEC. The eTrade account I am referring to is # [redacted]Desired Settlement: I want the funds in this account sold, the proceeds returned to me either through the linked checking account or by mailed check and then terminate the account with eTrade.

I also would like the Revdex.com and SEC to begin to look into the growing but consistent complaints by consumers regarding eTrade's business practices.

Business

Response:

Dear [redacted]:

On behalf of E*TRADE Securities LLC {'E*TRADE'), this letter is in response to your correspondence to the Revdex.com ("Revdex.com") dated October **, 2013, regarding a custodial account held for the benefit of [redacted].

Please accept E*TRADE's apologies for the inconvenience you have experienced as a result of the security restrictions placed on the account. It was brought to E*TRADE's attention during a telephone conversation on September **, 2013 that the registration of the account did not correctly reflect the custodian's information. In order to properly maintain the account, additional documentation was required to verify that the account was registered correctly.

The above-referenced account was opened through the online application on May **, 2010 as a custodial account registered to [redacted], care of [redacted] under the Uniform Transfers to Minors Act of Connecticut. The account was funded with two separate transfers of

$600.00 each from your account at Webster Bank ending in -[redacted] that were initiated on May **. 2010 and June *, 2010.

A security restriction was placed on the account on September **, 2013 due to login activity that was out of pattern with typical activity. It is noted that [redacted] called E"TRADE on September **, 2013 regarding the security restriction. Since [redacted] is a minor, account information could not be discussed with him. In order to review the restriction, the call was transferred to the custodian. At that time, it was identified that the registration of the account was incorrect. [redacted] had been listed as both the minor and custodian, and the correct custodian, [redacted] was not listed on the account registration.

For reporting and tax purposes, it is important that the information on file for both the minor and custodian is correct. In order to update the registration and to remove the security restriction from the account, it was requested that you submit a copy of your driver's license, a Complete Investment Account application and a signed letter with instructions to amend the registration and to reactivate the account.

E"TRADE received,a letter of instruction with a copy of the Complete Investment Account application by email to [redacted] Customer Service Team Lead, on September **, 2013. The application was rejected because the minor, [redacted], had signed the forms, and an application for margin trading, which is not permissible in UTMA accounts. was included. It is stated at the bottom of the signature section of the application that "If this is a custodial account, we DO NOT require the minor's signature. An application signed by a minor will cause a processing delay: Minors do not have authority to sign legally binding financial documents. Additionally, the photocopy of the driver's license for [redacted] was illegible.

A legible color copy of your driver's license was received by email on October *, 2013 and a second copy of the Complete Investment Account application was received. The application did not include information required to identify the minor. A Financial Services Representative left a voice message at the telephone number of record on October **, 2013 with a request for a new copy of the application, signed by the custodian rather than the minor, with complete information for both the minor and custodian,.

During a telephone conversation on October **, 2013, the September *. 2013 login activity that had triggered the security restriction was reviewed, and the security restriction was removed from the account Subsequent to a follow-up telephone call on October **. 2013, an exception was granted to process the registration update using the original documents submitted on September **, 2013. The account registration was updated to reflect [redacted] as the custodian on October **, 2013.

Five shares of Gamestop Corporation Class A ("GME") and 15 shares of Bristol Myers Squibb Co ("BMY") were sold on October **, 2013. As instructed, a check for the $1,387.01 balance of the account was disbursed to the address of record on October **, 2013 after the trades had settled, and the account was closed.

E"TRADE appreciates the opportunity to respond to your correspondence. You may contact Customer Service at [redacted] should you have additional questions or concerns.

Review: For many years I had an account that was jointly owned by my ex-wife and I. Upon divorce, the account was in my portion of the settlement. There is a stipulation of settlement which has been signed off by both parties attorneys as well as a judge within the jurisdiction under question. I have presented court documents to etrade to have the title change - however, while good enough for both parties attorneys, a judge and the courts that have signed off on the settlement - etrade refuses to process the title change without a signed document from my ex-wife. The settlement was 7 years ago... and I have no sense of where she may be. Attorneys at etrade refuse to engage in conversation - and refuse to accept the court ordered settlement as means of transferring title.Desired Settlement: The account name change needs to be changed in accordance with customers request and court approved settlement agreement. Further legal action is being considered as I will not be able to work for my current employer - given they require all accounts to be maintained "in house".

Consumer

Response:

my employer is citigroup

desired outcome - transfer my account as instructed.

Business

Response:

On behalf of E.TRADE Securities LLC ("E.TRADE"), this letter is in response to your correspondence to the Revdex.com ("Revdex.com") concerning the above-referenced account.

E.TRADE received your request to change the registration of the account from a Joint account to an Individual account on January *, 2013. The request could not be processed without a notarized letter of authorization signed by both account holders or a divorce decree or settlement agreement noting the party that the account was to be awarded to. E.TRADE received a divorce decree on January **, 2013; however, the document did not specifically reference E•TRADE account XXXX-[redacted].

The enclosed letter of authorization must be signed by [redacted] in the presence of a notary public. [redacted] must state in section 2 of page 2 of the form that she will relinquish ownership of the account to you in order to update the registration of the account. The form should be returned to E.TRADE at one of the addresses noted on page 1 of the form.

You may contact customer Service at ###-###-#### should you have additional questions or concerns about your account.

Review: I have had multiple issues with Etrade regarding my trading account.Numerous Phone calls and emails went unanswered.The issue started when I first made a sale of my stock options.Instead of receiving any proceeds from the sale,I have literally been robbed in broad day light 1)Inspite of having my information on file for the past 5 years,Etrade has always treated me as a foreigner for tax purposes.Wierd because I have provided my SSN and also a previous W9 form 2)Never was I told about my tax status during the numerous email I have received from Etrade.Also I was never informded during or after the sale that My tax status was wrong and I should be correcting it. 3)Customer service was awful.Etrade sold my lifes savings without so much as consulting me.When I called,the customer service agent was very curt in responding with a "we dont need your permission for sales of your stocks and shares". 4)When I tried to understand what was going on.I received no response from Etrade.Desired Settlement: I would like to Etrade to show me proof for the following:- that they had contacted me regarding my tax status inspite of having my W9 on file from a sale 5 years ago Also that I had ever given an overseas address for check delivery Also that I had never used my SSN

Business

Response:

Dear [redacted],

Thank you for your message regarding your E'TRADE Securities Account XXXX-[redacted].

This message is in response to your inquiries received on April *, 2013, April **, 2013, April **, 2013 and April **, 2013, with regard to the taxes withheld from the sale of shares of [redacted] held in Employee stock Plan Account XXXX-[redacted]. ·

A stock plan option order was initiated on March *, 2013 to sell 2,146 shares of [redacted] at a limit price of $68.25 per share. Order number 2 executed on March *, 2013 at $68.31 per share.

At the time of settlement, IRS Form W-9 tax documentation on file for the account was up to date, and a backup tax withholding of 28%, totaling $41,039.61, was debited from your account. A state tax withholding of 7% totaling,

$10,259.90, was also debted from your account.

The backup withholding left the account with a negative cash balance, and therefore, a stop payment was placed on the check in the amount of $2,023.57 that had been disbursed from the account on March **, 2013. Shares of [redacted] were sold at $66.37 per share in order to satisfy the remaining negative cash balance.

E*TRADE received IRS Form W-9 on March **, 2013 and the tax status of the account was updated. The backup withholding totaling $41,039.61 was credited to the account on April **, 2013.

E•TRADE appreciates the opportunity to respond to your inquiry.

Sincerely,

E*TRADE Compliance Department

###-###-#### (###-###-####)

E'TRADE Securities LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I SUBMITTED A CERT OF OWNERSHIP OF STOCK AND CHOOSE ETRADE AS CLEARING HOUSE, AN INTERNAL MISTAKE WAS MADE AND ALL CONFIDENTAL DOCUMENTS WERE SENT TO MY HOME INSTEAD OF THE BANK, I CONTACTED ETRADE AND THE BROKER THEY ASSSIGNED ME, NEXT THING I KNOW ALL TRANFERS AND ACCOUNTS ARE BEING CLOSD NO EXPLANATION KEEP IN MIND THE OPTIONS, FUTURES ACCOUNTS REQUIRE LARGE EQUITY TO OPEN WHICH ETRADDE GLADY DID IN LIGHT OF TRANSFERDesired Settlement: I WOULD LIKE TO HAVE MY IRA ACCOUNT RESOLVED AND ALSO MY FUTURES ACCOUNT WITH [redacted]

Business

Response:

Dear [redacted]:

On behalf of E*TRADE Securities LLC ("E*TRADE"), this letter is in response to your correspondence to the Revdex.com ("Revdex.com") dated May **, 2013 concerning the closure of the above-referenced accounts.

E*TRADE has exercised discretion to close the accounts. E*TRADE records confirm that letters notifying you of E*TRADE's decision and instructions for closing or transferring the accounts to another firm were mailed to the address of record on March **, 2013.

E*TRADE respectfully.reminds you that in consideration for opening and maintaining one or more accounts, you agreed to the terms and conditions set forth in the E*TRADE Securities Brokerage Customer Agreement ("Agreement"), as amended from time to time. Per section 4(s) of the Agreement, accounts may be subject to termination:

Termination of Accounts: I may close my Account at any time, after all Debit Balances are paid, on written or oral notice to E*TRADE Securities. E*TRADE Securities reserves the right to terminate my Account or to block my access to the Service without notice, for any reason or for no reason. The terms and conditions of this Agreement will survive termination of my Account and will continue to apply to any disputed or other remaining matters involving my relationship with E*TRADE Securities. After the termination of my Account, I will remain liable to E*TRADE Securities for payment of any indebtedness or obligation to E*TRADE Securities, plus interest as provided under this Agreement.

E*TRADE appreciates the opportunity to respond to your correspondence.

Sincerely,

Compliance Specialist E*TRADE Securities LLC

Review: I had shares in a separate corporations stock. I visited the [redacted], CA ETrade office to set up an account with the intention of selling the shares through ETrade. The company representative quickly set up my account and I signed my stock certificate over to ETrade. The purpose of signing my stock over to ETrade is that it would be verified and once verified transferred into my account so I could sell it. The process went smoothly. The stock was transferred to my account in about 5 days, which is within their policy. I sold the stock shares on March * when my account showed that the stock was verified and available for sale. Everything went fine. However, I was informed today (3/**/13) that ETrade did not actually verify my stock and since the sale was finalized already my account is short the shares and I owe ETrade $700 or new stock. I contacted ETrade today. After explaining the issue they take no responsibility in the matter. They deny that their verification process is flawed and that it was not their fault that the stock was not actually verified prior to authorizing me to sell it. They blame it completely on whatever organization they use to verify stock, since it did not find an issue with the stock until after the ETrade process allowed it to be sold. The only compensation that they provide is a note will be added to my account advising not to charge me for the shares for the time being, with the intention that I work out the issue surrounding the stock and then re-invest with them. However, I have been advised that ETrade may purchase more stock on my behalf and therefore I would owe them whatever difference between the share value when I originally sold in on 3/*/13 and the value at the time that they re-purchase it.Desired Settlement: I want ETrade to remove the negative $700 balance on my account. I am not at fault that ETrade did not perform due diligence prior to authorizing the sale of my stock. I should not owe them money and I should not be pressured into re-investing with their company. The flaw in their process caused this issue.

Business

Response:

Dear [redacted]:

On behalf of E"TRADE Securities LLC ("E"TRADE'), this letter is in response to your March **, 2013 correspondence to the Revdex.com ("Revdex.com') regarding a stock certificate deposited into the above-referenced account

A review of account records confirms that a stock certificate for 10 shares of [redacted] was deposited into the account on February **, 2013. You entered order number * through the online trading platform to sell 10 shares of ** at market at 9:12:27 AM ET on March *, 2013 and 10 shares were sold at $68.47 per share at 9:31:39 AM ET on March *, 2013.

The transfer agent for [redacted], sent notice to your address of record prior to escheating the shares of ** to the state of California. The transfer agent escheated the shares of ** because there had been no customer contact for three years.

The Depository Trust Company ("OTC') informed E"TRADE on March **, 2013 that the 10 shares of ** had been escheated to the state of California. The stock certificate deposit was reversed, creating a short position and a negative balance of $674.69 in the account. E"TRADE bought to cover 10 shares of ** at $70.7199 per share on March **, 2013 to cover the short position and partially satisfy the negative balance in the account. A $67.50 check that posted to the account on March **, 2013 satisfied the remaining negative balance in the account

It is noted that the concerns referenced in your correspondence to the Revdex.com were discussed with [redacted], Financial Consultant, on March **, 2013. In the interest of customer relations, a credit of

$25.00 posted to the account on March **, 2013 in consideration for wire fees that were assessed by

your external institution.

You may initiate a claim for the escheated assets through the California State Controller's office. The office can be contacted at ###-###-####.

E'TRADE appreciates the opportunity to respond to your concerns.

Sincerely,

Compliance Analyst