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Business Profile

Computer Software

iTrust Capital

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 5 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:04/17/2023

    Type:Product Issues
    Status:
    Answered
    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 sent a check ($12,000.00) to iTrustCapital to open a traditional *** on April 4, 2023. The check was delivered via *** on April 5, 2023 and signed for by **************** received an email from iTrustCapital on Friday, April 7 stating that "my funds would be released End of Day April 12. Once your funds are released, you will receive an email and can then log into your iTrustCapital account and begin investing."The check cleared on April 10, 2023.The money is still pending with iTrustCapital.I have sent them several emails and created a ticket where iTrustCapital said they would get back to me by the end of the day each day with no response.When you call the number listed the voice message states "that due to an unusual high call volume we are not able to take your call" and they ask that you create a ticket which I have already done.I have sent iTrustCapital several emails and created a ticket where it was stated that they would get back to me by the end of the day each day with no response.When I call the number (where I have spoken to people there several times) the voice message states "that due to an unusually high call volume we are not able to take your call". At this point I would like to get my funds back as I have lost trust in this company.

    Business Response

    Date: 10/25/2024

    This client was impacted by a downstream technical issue with our Qualified Custodian, who we have since left and onboarded with a new Custodian who can better satisfy our clients needs. We responded to all of the clients inquiries promptly. The client ended up withdrawing funds due to a personal financial issue she was having, and we helped her offboard.

  • Initial Complaint

    Date:04/15/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    4/10/2023 I successfully rolled over $4,393.03 from my Transamerica 401k. My account reflected receipt of the funds and stated it would be applied to my account for trading in ***** hours. So I log into my account on Friday to find that all records of my rollover along with my funds have vanished from my account. I attempted to both call and instant message them but ITrustCapital has disabled this function from their website due to high call volume . I send a panicked message for help and receive a reply stating that they are having integration issues with their new custodian and that I have to re-request my rollover from TransAmerica. I contact Transamerica who stated that there is nothing they can do as my funds were successfully transferred over to iTrustCapital last week so they have the funds, thus they cannot process another request. I am now out $4, ****** and have sent multiple emails requesting someone to call me so we can get this straightened out but no calls. Only a email stating my account has been closed and they have no record of my 401-k rollover from TransAmerica even after I emailed them my statements which confirm the successful rollover to my iTrustCapital account

    Business Response

    Date: 10/25/2024

    This client was making a cash contribution and a 401(k) Rollover at the same time. He had technical issues with his contribution and conflated that issue with the Rollover check that was on route to our Custodian. Both issues were resolved in April and the client is still with us to this date. The client made deposits in April (2023), November (2023), and May (2024). We havent had a complaint from the client since this BBB complaint was filed.

  • Initial Complaint

    Date:11/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 a withdraw(distribution) from *** of $10,000.00. On October 5, 2022. I signed all documents the requested for my withdraw. You think the check would have been sent out immediately. I haven't received my check. I waited for 2 weeks. I filed a complaint at there website. There respond was it was sent out on October 11, 2022 via ***** I filed a complaint again. They responded is to wait another week and if I don't receive it by next Tuesday contact us. Which is November 1, 2022. I checked my account. Till this date it's still pending. Why is it pending? I am not waiting for another instruction to wait another week. I used to work the **** for 18 years. Mail don't travel 4 weeks in a local state. I am in ********* and this Company is in ********** **********. I have very disappointed. Where is my $10,000.00? I am very disappointed. There videos on ******* doesn't show the length of time a withdraw will take. If people knew how long it would take to receive your money I don't think people would open *** in this Company. With a Company name of ITrust Capital. You think you could trust there service. Not receiving the check has created hardship to my family and myself. I filed 3 complaints to them and no resolution.

    Business Response

    Date: 11/29/2022

    Hello,

     

    Thanks for making us aware of this complaint. We have remedied this with the client. The check was received and cleared on November 17th by ******************. We apologize for the delay on this response, as ************************* is no longer with our firm and we failed to receive these notices. 

     

    *************************

    **************

  • Initial Complaint

    Date:09/08/2022

    Type:Product 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.
    On or around August 15th I called Itrust capital to see what I needed to do in order to switch over my employers 401k to my *************** with I Trust capital. On several occasions I asked if there is anything else I need to do each time I hung up the phone with one of the associates and they would say no. Well, today I received an email that I owed them $75.00 for a conversion fee. I even spoke to a supervisor which was very rude and said I had no choice to pay it or they would freeze my account. I had no choice to pay the fee because they were going to freeze my account. I would like a clear explanation why I was never told this anytime I spoke to one of their associates. I would like a full refund of $75.00 because the company was not very clear and transparent in the whole process.

    Business Response

    Date: 09/12/2022

     


    Customer Answer

    Date: 09/12/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, 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,

    *****************

     

iTrust Capital is NOT a BBB Accredited Business.

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