Complaints

This profile includes complaints for Equity Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Equity Trust Company

  1 Equity Way Westlake, OH 44145-1050

  
• 

  Equity Trust Company

  225 Burns Rd Elyria, OH 44035-1512

  
• 

  Equity Trust Company

  320 N Main Ave Ste C Sioux Falls, SD 57104

  

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:02/01/2023

  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.

  01-09-2023 I requested from metals company, ** *******, to liquidate three Platinum coins from my Equity Trust IRA metals account and spoke with Joseph who processed the request. This process was given to me by Equity Trust member, Melva, on 09-16-2022. She had informed me that the metals company would then contact Equity Trust for liquidation. The metals would be released back to the metals company and a check would be sent to me or direct deposit would be made by Equity Trust. I locked in a platinum price with ********* and Joseph processed the request to Equity Trust.
  
  01-30-2023 ** *******, Joseph, called me and left a message to call them which I did today 2-01-2023. He was unavailable so I spoke with Rachael at ** ******* who informed me that Equity mistakenly sent gold not platinum. From her records, she could not tell how many coins were sent to them. I do not want to liquidate gold so Rachael informed me that they need a return label from Equity Trust to return the gold coins back to Equity Trust to redeposit into my account where my metals are being held in a vault in the Delaware Depository.
  
  2-1-2023 I called Equity Trust and spoke with Lizzette who tried to contact Joseph O'****, investment liason listed on the transaction tracker. His line was busy and so far, I have not heard from Equity in any form regarding their mistake. I sent an email to Equity today as well but have no response yet today. This is totally unacceptable. Seeing the complaints on this website, I'm looking for rectification of this matter as soon as possible. I want the gold Tree of Life coins, exact amount sent to *********, redeposited into my account with no additional fees charged for this mistake on Equity's part.

  

  Business Response

  Date: 02/10/2023

  Ms. *****, 

  We apologize for any inconvenience that was caused. I believe Joe was out of the office when you tried to reach him. Pursuant to your request, we worked with ** ******* to resolve the issue.

  Please contact us if you have any additional questions. 

  Thank you,

  Candice

   

• Initial Complaint

  Date:01/30/2023

  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.

  Equity Trust Company uses deceptive practices to extract exorbitant fees from clients. The quality of the services they deliver aren’t worth the fees and it is clear to me that this is a fee harvesting business. I attempted to close my Self-Directed IRA with Equity Trust Company as the product no longer made sense for my needs. I spoke with a customer service representative over the phone in early December over a month before my account was due for annual renewal to ensure that the account would be closed before an annual renewal free was charged. The first hoop I needed to jump through was to submit a distribution form closing my account and to send it to the company over email. I asked the customer service representative if it mattered what email I sent the distribution form from and she responded “no”. Additionally, she asked if there was an email I would like her to send the form too. I gave her my preferred address so that I could submit the form via my phone. After receiving the form, I filled it out, promptly resubmitted it, and asked for verification of reciept. Fast forward 2 weeks…I have not heard back from the company and decide to follow up. Dead silence. Fast forward to the SATURDAY BEFORE ANNUAL RENEWAL and I hear back from customer service telling me that the distribution form did not come from the email registered with my account. No matter that I had asked customer service if the email address I used to submit the form mattered and they told me no, no matter that when I submitted the distribution form and then a follow-up email I asked for verification for receipt. This company uses misleading practices to harvest fees from its customers. Don’t use Equity Trust Company products, it’s not worth the hassle if you are someone looking for a return on your time and money commensurate with the fees you are paying them.

  

  Business Response

  Date: 02/06/2023

  Mr. ******, 

   

  We apologize for any frustration. I understand that you spoke with Customer Service and they were able to assist with walking you through the completion of the appropriate forms to process your request. Please contact us should you have any additional questions. 

   

  Thank you,

  Candice C*********

  Senior Legal Counsel

  Equity Trust Company 

• Initial Complaint

  Date:01/30/2023

  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.

  They are my IRA Custodian. I found out with a process of elimination that 55 ounces of silver is missing. I wanted a breakdown what the Depository Trust was holding. A recent email, 1/14/23, and response, 1/19/23, said DT are not holding any metals and I would have to give Equity the tracking numbers on my purchases. After a long and tedious research on USGB website (which is totally wrong on many positions, the 55oz are from the confirm of 9/11/2020. I had to call Depository Trust myself and found out they are holding but short the 55oz. USBG (complaint #********) said DT lost the raw proof silver. DT said they need to tell us when and how. Equity will not speak to me. The DT sent them emails and phone call saying they needed to ask for the holding stmt. Today I found out DT sent Equity my holding stmt but should also ask for the history report of what came in and when. USGB said that Equity should have let them know that silver was missing. Boy what a run around. I wanted to do a withdrawal and pull my raw proofs out since they are not able to get a market price by USGB but needing a correct positions. I would like to move my account since they were not a good stewart over my account and not being able to talk with someone - they say 24-48 hrs but don't call. I want to move my account and do not charge me the $100 maintenance fee and do not charge me the $250 transfer out fee due to them not fulfilling their obligation and I had to do over 17-23+ hrs of research to get down to the bottom and they should be working on behalf of me since I am paying them. LET ME LEAVE PEACEFULLY!

  

  Business Response

  Date: 02/27/2023

  Ms. ********, 

  We apologize for your frustration. As you are aware, we are working with you, your precious metals dealer, and the depository to review your September 2020 purchase. I know you have my contact information and Bill's. As we hear more information from the dealer and depository, we will keep you informed. 

   

  Thank you,

  Candice C*********

  Senior Legal Counsel

  Equity Trust Company

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  It is not resolved.  USGB called last Friday to say Equity will not speak to them.  They have tried and tried to call and that William has not called them back.  I have asked William to call me by Friday with a resolve between USGB, Depository Trust and Equity.  I reached out and left a voice message on Friday.  I have not heard from William or Equity.  Candace has reached out to me weeks ago and told me to contact William.  I also requested from William a HISTORY from Depository Trust.  I gave them my contact over there and they were waiting for Equity and they would send right away.  In fact Depository Trust told me to have Equity ask for it.  I passed it on to William.  I think there are no notes on Equity side of my case.  Unfortunately they asked me again what I was missing 2 weeks ago.  This has been going on since Jan 14, 2023.  

  To date no one is talking to the other side.  It has definitely been an unorganized 3-ring circus.  Everyone is saying they are working hard but there is not one ine item of what they are doing for my account!

   

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/14/2023

  Better Business Bureau: 

  We have been communicating with Ms. ******** and her precious metals dealer. The issue involves a metals purchase from three years ago and took time to review records to determine what occurred, given Ms. ********'s claims. 

  We have spoken with Ms. ******** and her dealer and arrived at a resolution that will take a bit more time to wrap up but we have an agreement as to a path forward. 

  Please contact me should you need specific details concerning the resolution. 

  Sincerely, 

  Candice C*********

  Senior Legal Counsel

  Equity Trust Company 

• Initial Complaint

  Date:01/27/2023

  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 opened a Self Directed IRA on 11/25/22 with Equity Trust Company and rolled over my money from my IRA savings with cash transfer to ETC on 12/2/22. Precious metals were supposed to have been purchased and be stored in a Depository. When the purchase was completed I was to have been informed in writing and the information made clear on the website portal. There is no clear indication on the website that the investment was purchased or where it is stored as I was told prior to the rollover. I've tried to communicate to someone at ETC via phone but no one has answered the phone. No way of reaching the appropriate agent.
  Since I do not trust any financial institution that does not communicate with depositors I am now in the process of seeking to withdraw my money and roll it out of ETC and into a new financial institution. To do this a representative of the receiving financial institution must sit with me in a three party conversation in order to record my intentions and understanding of the transaction. The representative and I sat on the phone for 1 hour 20 minutes waiting for someone from Equity Trust Company to pick up but no one did. At that point I realized this institution was not to be trusted with my hard earned money and I need help in liquidating any investment and getting my funds out.

  

  Business Response

  Date: 02/06/2023

  Mr. *****, 

  Equity Trust serves as the custodian of your self-directed IRA. We do not engage in the purchase or sale of metals. Rather, that is the role of precious metals dealers and Equity Trust is not affiliated with any dealer. 

  In your application, you appointed a precious metals dealer and worked with them to enter into a purchase agreement for your IRA to acquire certain metals. We received the purchase invoice and, as directed, sent funds to your dealer to purchase the metals. Once the dealer purchases the metals, they send the metals to the depository. As of today, the depository has not received the metals. Please follow up with your precious metals dealer for more information on the status of your investment. 

  For more information about Equity Trust's role, please review our custodial account agreement and precious metals risk and fee disclosures and acknowledgments, which can be found here: ************************************************************************************************************************* 

  Should you have any additional questions, please contact us (855) 233-4382.

  Thank you,
  Candice C*********

  Senior Legal Counsel

  Equity Trust Company

   

   

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  "Equity Trust serves as the custodian of your self-directed IRA. We do not engage in the purchase or sale of metals. Rather, that is the role of precious metals dealers and Equity Trust is not affiliated with any dealer. " This point is well taken but it does not address the issue of non-response from your office to phone calls to seek information regarding money that you are custodians of. I would prefer to speak to someone on the phone instead of a senior legal person.

  Here is the doubt that is lingering. I came across this presentation recently ************************************************************************* 

  Why is it that Equity Trust Company (ETC) has not made it on the List of IRS trusted entities for self directed IRA's?

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

  I will take your advice to begin the process and contact the precious metal dealer that referred me to you and liquidate my holdings. And I will maintain this complaint open with the BBB until ETC completes all transactions and my money is transferred to my new IRA custodian.

   

  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 02/10/2023

  Mr.
  *****,
  
  I
  apologize if I did not appropriately address your concern. As you are aware,
  the depository has not received the metals your IRA purchased from your
  precious metals dealer. I suggested that you follow up with your precious
  metals dealer and check in with them to check on the status of that
  transaction. Once your dealer sends in the metals or funds, you can transfer
  your account to another custodian. I will ask a member of our customer service
  team to call you to walk you through this process and address any other
  questions you may have.
  
  Concerning the FINRA notice, it states, “one resource for
  verifying nonbank custodians is [a] list on the IRS website. However, this IRS
  resource is not a complete list of every custodian.” The IRS’s list does
  not include entities that qualify as an IRA custodian that are registered with a specific state. Equity Trust is a trust company registered with South Dakota and regulated by the South Dakota Division of Banking. It is licensed to custody retirement assets. 

  Please let us know if you have any additional questions. In the meantime, I will ask a customer service team member to call you. 

  Thank you,

  Candice C*********

  Senior Legal Counsel 

   

• Initial Complaint

  Date:12/12/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of this year, I requested my HSA account be closed and the precious metals I had stored be sent to me. In September, Equity Trust stated that the transaction had been completed, but it is now mid-December and I have not received my metals. I have reached out to Equity Trust three times and nothing has happened. I was told in my last call that a manager would follow up with me the following day, but I have not received a call back. I even reached out to the depository directly, but they told me all communication must come through Equity Trust, and they assured me that if they had received the request to ship my metals, they would have done so promptly and I would have received communication from the carrier about the delivery schedule.
  
  In the 2 1/2 years I have had accounts with Equity Trust, I have never had a transaction that went smoothly. Every time, whether it be the purchase of an asset or the transfer of money between accounts, I have had to follow-up repeatedly to ensure the transaction was completed, narrowly avoiding market fees from bullion dealers for late payment. I have never dealt with such a consistently incompetent company. I cannot wait for my IRA to reach the five-year mark so I can close it without penalties and be done with Equity Trust for good!

  

  Business Response

  Date: 12/21/2022

  Mr. ********, 

  I apologize for any frustration. As we discussed, we completed the distribution of your metals. Please contact me should you have any additional questions or concerns. 

   

  Thank you,

  Candice **********

  Senior Legal Counsel

  Equity Trust Company 

  Customer Answer

  Date: 12/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ********