Complaints

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:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 transferred my 401k money from johnhancock to itrust capital. The check was deposited per REMOVEDand I have a copy of the check deposited. But itrust capital is denying they never got the money

  Business Response

  Date: 02/13/2025

  As an update to this case, we reached out to the client several times and provided him feedback as to how to retrieve his check, which was mishandled by our previous Qualified Custodian, Fortress Trust. We have not heard back from the client since December. I just spoke with him and the situation is still outstanding, but the issue with with Fortress Trust, not iTrustCapital. We are working directly with the client to resolve this.

   

  Please let me know if you need any further information.

  Customer Answer

  Date: 02/26/2025

  To whom it may concern, 

  
  

  The situation has not been resolved the money that I lost has not been retrieved. I transferred the money to itrust capital and they havent given my money back. 

  
  

  Thank you so much 

  
  

  Business Response

  Date: 02/26/2025

  We'll be reimbursing these funds, totaling $1,315.79, to Mr. REMOVEDin the next few business days, but it should be noted that REMOVEDhas not reached out to us regarding this matter, as this matter is with Fortress Trust, not iTrustCapital. 

  Fortress Trust is our previous Qualified Custodian that we no longer use. REMOVEDis a state-chartered Nevada trust company and is subject to regulatory oversight by the REMOVED(REMOVED), supervising all depository, fiduciary, and non-depository financial institutions within the state. All Nevada FID regulatory inquiries for Fortress Trust can be directed to REMOVEDvia email. 

  REMOVED

  Customer Answer

  Date: 03/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  REMOVED
  
   
  

  Customer Answer

  Date: 04/16/2025

  Itrust capital was supposed to give me my money but never did. Heres is my complaint # REMOVEDPls help.
  

  
  

• Initial Complaint

  Date:10/05/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Initiated a traditional REMOVEDtransfer beginning of August 2024 (from iTrust Capital to REMOVED). The first 2 requests were processed by REMOVEDwithin a couple days but were rejected by iTrustCapital because they said the custodian listed on the form was incorrect. Clarification was requested and provided as how to completely and accurately fill out the form. Four fax attempts have since been sent by Fidelity with the information provided by iTrustCapital (including fax number), and though Fidelity believes all their faxes have been sent out appropriately, iTrustCapital claims they have not received any of the follow-up faxes and do not know why. It feels as if they are giving me the run around and holding my funds hostage, and in doing so, have cost me several thousand dollars in opportunity cost based on what those funds would have been invested in. Please see attached email chains between Fidelity and iTrustCapital.

  Business Response

  Date: 10/25/2024

  We requested accurate information from the clients new institution for the transfer out request, and once this was received, we promptly sent the funds out. We successfully process hundreds of transfer out and withdrawal requests monthly and do not hold funds hostage. The client still has an account with us as well and we have not received a complaint from him since this incident.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 requested an early distribution of over $19,000 from iTrust Capital to my bank account. However, my application was rejected for various errors on four different occasions. Each time, I was placed in a queue and notified of each error at the end of the business day East Coast time, which further delayed my request.Finally, on August 13, 2024, I was instructed to set up a Zoom call as the last step before receiving my funds. The earliest available slot was on the 19th, so I booked it between 12:45 and 1:00 PM, as that was the only option. I waited until around 12:57 PM that Monday before calling the company to check if I would be contacted for the scheduled meeting. While on hold, the scheduled associate, REMOVED, initiated a video call. I accepted and completed the meeting by providing all the requested information. After the meeting, he assured me that my funds would be in my account within 1-3 business days.On the third day, I checked my account but found no funds. I called again and was informed that there was another error on my application, despite having carefully reviewed it with an associate the fourth time. No one had informed me of this issue while I was waiting for my funds to arrive, until I called to find out.Today, August 22, I filled out another form for the fifth time and called them throughout the day to explain that the delay was their fault. At this point, I am very worried and wonder if this is another REMOVEDsituation and whether I will ever see my money before they file for bankruptcy. At 1:08 PM Eastern Standard Time, I received another email stating that my application was processed and that my funds could be expected within 1-3 business days. I called again, requesting that my funds be distributed the same day or as soon as possible due to the delays. Now, I am waiting to see what happens. If there was a way to give this company 0 stars, I would. Please don't do business with this company, REMOVEDinfluencers get paid by them

  Business Response

  Date: 08/26/2024

  This client's situation was resolved. There was never an issue, clients just need to follow our instructions carefully when requesting a withdrawal. Our withdrawal process is designed to incorporate multiple security layers. 

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 contacted customer service 3 times. I have emailed them with a response that their engineer will look at this transactional problem but I'm still waiting on a response and a resolution. I sold $7500 of chainlink on March 5th at 446am. The transaction has been pending and the money from the sale has not been credited to my account. I should be awarded the price sold at and as well as any fees associated with this transaction. This not acceptable in this market and there are other businesses out there we as customers can use. Please explain what happened and a resolution as soon as possible!!

  Business Response

  Date: 03/11/2024

  This issue resolved on its own, sometimes the transactions take up to 24 hours to settle. 

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 request to transfer money in from Tastyworks for weeks and icapitol refuse to give REMOVEDa call to see where the status is. And then there is conversion within the internal REMOVEDaccounts which took a week still not done please help asap

  Business Response

  Date: 01/18/2024

  We completed the Conversion on 1/10. As for the Tastyworks transfer, this BBB report should be directed at them. We overnighted the request to them on 12/29. Tastyworks is not very helpful completing these transfers. 

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  After sale of asset within REMOVEDaccount that generated 14K in USD funds, have not been able to make a successful purchase of multiple (any ) asset with available funds. iTrust capital is not longer answering calls at their customer service number--no longer can you hold for representative. There's now just a message and disconnect. Contacted REMOVEDand other member of CS about issue, weeks ago. REMOVEDsaid that he would be in touch we me and that the issue could take a few days to up to week to fix. It is Jan. 3, REMOVEDtoday and another transaction, failed to purchase, and same problem remains. since reported via phone and email and online ticket, since Dec. 11. All has been reported to iTrust Capital. Now has been almost a month and there has been no fix of this. The impact of broken account in which my funds are not able to make purchases after a sale, is immensely costly in numerous ways. Why has this not been fixed? REMOVEDhas still not contacted me and said that he was the point person on this very issue about "stuck" transactions from their REMOVEDcompany Fortress. REMOVEDreported having encountered this before with other accounts. I need a response and a fix ASAP. Not a single successful transaction--all "failed" in transaction history since December 11, 2023 through Jan, 3, REMOVED.

  Business Response

  Date: 01/05/2024

  The clients issue has been resolved. We keep an open phone line Monday through Friday, and always reply to client inquiries. Clients are aware that the software is functional, but when issues occur, our Qualified Custodian's engineering team has to get involved to rectify. 

• Initial Complaint

  Date:12/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  This company is not responding to my request to reset my online account (the only type they offer) after repeated contacts. I am concerned that my account and at least another one were hacked or compromised and that financial losses have occurred. I believe the company is trying to buy time (at my account's financial harm, and perhaps many others as well) because they want to suppress any negative news that might drive potential new accounts from coming in. Here's a summary of my email sent their help desk:Quoting:My first request was submitted 10 days ago on 12/15/23. Several calls and emails were attempted also. Here is a recap of the problem:1. After successfully logged in and 2FA verified, next page popped up was a request to verify my identity with a link to start the verification. As soon as the link is clicked, the error message popped up: (please see screenshot attached)2. When I click on that page link to "Reload Page", immediately same error message "Something's wrong ...." reappeared. And the repetition of the error continues indefinitely as long as I clicked the reload button. The only way to leave was to close the browser. (The same platforms did not have any problem on some other accounts that I have.)The account number provided on this Form (REMOVED) was borrowed from a family member whose account did not experience the problem. This was done because it was the only way (account number) to submit the form. Your online help website did not work for my case since it required an account number that I couldn't access because I was not able to get through the verification error reload page to enter to see my account details including account number. The user IDs which encounterred the described problem are:User1= REMOVEDUser2= REMOVED--------------------Thank you BBB

  Business Response

  Date: 12/26/2023

  This client's account is fine and has not been compromised. The client's phone number is also associated with another client's account, which is causing these login issues. We'll fix it ASAP this week and the client should be able to log in and view their account as soon as today, 12/26.