Complaints
This profile includes complaints for Equity Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 135 total complaints in the last 3 years.
- 43 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/25/2025
Type: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.
*** ****, a sales rep, took us to lunch. He told me put my retirement money into Equity Trust and draw $1500 in interest a month. He said at the end of the term, we would get all of our money back. The same day the money was deposited, Tom Warner, took all the money and put it in a loan. There is NO money left in the account. I received an invoice dated 4.7.25, #******** acct #***-***-**** traditional IRA for a late fee of $50. The statement indicates the amount due is $1,649.99. I am on hardship with the state of Ohio.
Business Response
Date: 05/09/2025
Mr. *******
We apologize for any frustration related to your IRA investments. I understand that you are working with an Equity Trust representative, Amanda, to update the valuation of your assets and close your account. Please continue working with ****** but let us know if you need additional assistance.
Sincerely,
***** ************
***** *******
****** ***** *******Initial Complaint
Date:04/08/2025
Type: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 charged my wife’s account $60.00 without my or my wife’s authorization. For paper quarterly statements on hers or my account for which we have not opted into since accounts were opened. My wife signed papers with equity to have me as executor of her account. I have been receiving quarterly statements via email for her account as well as mine since about 2021 or so, and never been charged because we opted out of paper statements. Now they are changing rules so they can charge this fee. They said (******* who I talked to) my wife has to have an online account. She does but it’s under my e-mail and has been Since we opened her account.Another problem I complained to them about is their online site. Two years before or so had no issues accesing information. Nów when I click for information The site loopach back to The original question. So I end up calling Equity by Phone and waiting and waiting for someone to talk to. Even when they tell me to hang up so they can call my phone number back for verification sometimes they do not. I do not have a cell Phone for theirverification.Another problem I Asked to speak to The CEO of the company. She did not know who he was or his name. I told them it was ********* Then had to to tell her his first name, ******. This was about ten this morning and did not try to connect me. This company is getting worse and worse as time goes on. I have had problems in the past with my account number as well as my wifes telling me those numbers do not exist in the data base as well as account acces code numbers it is one headache after another.Business Response
Date: 04/22/2025
*** *** **** ***********,
We would like to assist you with online access to your
account and then you can avoid the paper statement fee. An agent tried reaching
out to you when we received your complaint. We will give you another call in
the next 24 hours.Sincerely,
***** ************
Legal Counsel
Equity Trust CompanyCustomer Answer
Date: 04/22/2025
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.
I have not received any calls, even tried calling back early today.Again was told to leave message, person not available again.
Regards,
******** ***********
Business Response
Date: 05/02/2025
Mr. ***********,
I understand that you have spoken with a representative who was able to assist you. Please let us know if you need further assistance.
Sincerely,
***** ************
Legal Counsel
Equity Trust Company
Initial Complaint
Date:04/07/2025
Type: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 been trying to close this account for a month and a half, unsuccessfully. At first, Angela Williams was helping me, but then she went ghost for a few days, and when she did respond, it was as if she didn't even read the prior email and told me to send a letter stating my name, etc., which I had already sent her. So last week I got a call from Heather in Distributions, and she said she is unable to send my money because I have outstanding fees for March. (These are the same fees that took all the money that was left to me by my deceased mother, in an account that she had through her job, which was then transferred to my brothers and me. I told her they are not supposed to be charging me because this account is supposed to be closed, not to mention that, on the online account that Angela made me open, where I was able to select to go paperless.) I told her about my email correspondence that I had with Angela for weeks, and she said, I know nothing about that. She then went on to say, I have to send this back for another appeal. Now, another week has gone by, and no check. This process for closing started on February 18th. It is now April 3rd, with emails, phone calls, and the website. What else do you need? Let me also mention that I have the original email from 2012, which includes the form with my information. When I was directed to activate an account in February, nothing that I saw was correct. All my contact info was wrong; that was where they were sending all my mail, to someone else's address. Someplace I never lived.
Last week, I tried to contact both representatives, and nothing. So I decided to leave a ****** ***************t. 2 days later, someone said they would look into my situation.
Today, someone named Debbie left a message with no extension number saying that she sent my ACH $222 & still charged me $15 for a paper fee even though I'm a paperless account. At this point, they have taken all my mom's money, $3000+ gone because of fake fees.Business Response
Date: 04/15/2025
Ms. **********
We apologize for any
frustration regarding your request to close your Equity Trust account. In reviewing your account, it appears that
although your full distribution request was received on 2/19, additional clarification
was required regarding bank account information. Regarding fees, all fees are disclosed
in the Application/Custodial Agreement and Fee Schedule acknowledged at the
time your account was opened.
I understand that your request
has been completed, and the account is now closed. Please let us know if you need further assistance.
Sincerely,
Katie B***********
Legal Counsel
Equity Trust CompanyInitial Complaint
Date:03/24/2025
Type: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 has been "attempting" to resolve the accounts held by my father, **** * ***** *or more than 2 years. He passed away in 2020.
He held 2 IRA accounts, each incurring an annual fee of $500. They have racked up almost $2,000 of fees that they are demanding be paid.
My mother was beneficiary designated on both the accounts. However, they continuously deny her the ability to access or transfer the funds by requiring that she open a transfer account in her own name. This would create a burden and fees for her. They are refusing to issue a check in any other name than that of my deceased father (which would be useless) or transfer funds to an account in his name, also useless.
They have also mishandled a past deposit and made us fill our multiple forms, including "new forms", for a transaction that took place in 2019 to resolve the transaction.
They never answer the phone, I have attempted to call them multiple times and have been on hold 90 minutes before giving up.
When trying to resolve the issue, they point to needing to work with this group, then another, then another. They provide no communication or updates.Business Response
Date: 04/07/2025
*** *****
We apologize for any frustration relating to beneficiary
distributions of your father’s accounts.
I understand you are working with a beneficiary specialist, Wanda S.,
regarding assets in the account on your mother’s behalf. Please continue working with Wanda and let us
know if you need further assistance.
Sincerely,
Katie B***********
Legal Counsel
Equity Trust CompanyInitial Complaint
Date:03/13/2025
Type: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 been trying for over two months to roll over the entire contents of my IRA with Equity Trust. I liquidated my account with Augusta Precious Metals at the beginning of the year with no issues. However, the funds were sent to Equity Trust for distribution and it's been like pulling teeth to get them to release my funds. (Note: My only account opened in 5/22 was with Augusta. From the very beginning, they charged fee after fee for monies that didn't exist. I was holding a metals asset. Equity was not/is not the metals repository, yet they charge fee after fee alleging such.) They claim outstanding fees and as you can see in my supporting documentation, there are none. (see the attachments. See under Fees, All Types vs. Fees Paid: There are NONE outstanding. If they add any fees after this point when you see there are none outstanding, it will be proof of their malfeasance.) This company keeps inventing fees to have an excuse to bill me for doing absolutely nothing. Equity Trust is a scam company! Thank God, I was able to get the majority of my money out of their grasp, but for a measly $78.15 they keep insisting there are funds owed when there are not. I have read many reviews from others who have been even less fortunate because they are holding the entirety of their portfolio. Fortunately, my funds manager at ******** ***** advocated on my behalf for the initial rollover, but I can't keep wasting his time dealing with these crooks. I am submitting my complaint to BBB as an escalation and a documentation of Equity's modus operandi. This company needs to be investigated. I NEVER wanted my money held by Equity, but unfortunately, Augusta apparently uses this company as a pass through. I know it's a small amount, but every time I submit a request, Equity creates a new fee to keep it in an attempt to continue charging fees apparently. I ask that they either rollover this amount into my ******** 401(K) as requested multiple times. The FTC needs to investigate them.Business Response
Date: 03/27/2025
*** *****
We apologize for any frustration you may have experienced
regarding your rollover request. I
understand one of our Supervisors, Megan, reached out to you by email on
Wednesday, 3/19, to confirm that your request was completed, and your Equity
Trust account will be closed.
Regarding fees assessed for your account, you agreed in the
Custodial Agreement to pay account maintenance fees and precious metals storage
fees (charged to Equity Trust by the depository where your precious metals were
stored) on an annual basis. A copy of
the Agreement and Fee Schedule is available here: *************************************************************************************************************Roth_SEP.pdf . If there are specific fees you are disputing, please let us know and we will
review them.
Please let us know if you need further assistance.
Sincerely,
***** *artolomucci
Legal Counsel
Equity Trust CompanyInitial Complaint
Date:03/03/2025
Type: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.
I have been trying to close this account for two years. I did not use this account and used this account thinking I was going to make REI from my IRA. I transferred my funds into my other brokerage a couple of months after opening and asked Christian to close this account. He told me he would handle it yet I still had money showing in Equity Trust when in fact they had been transferred to Fidelity. Christian or Matthew never informed me of any fees for closing when I opened the account. I still have been unable to close this account and have talked to numerous people. One lady said they had trouble with Cardone Capital accts through Equity Trust and she would research and get back with me. That has been over a year ago. I continue to get invoices from Equity Trust and have not had funds there since August 2023. I have tried numerous times to get in contact with a supervisor and have been unsuccessful. I would not trust this company with your funds. I don’t feel you should have to ask a financial representative every little question about fees since it is their fiduciary responsibility to inform the client. I hope this helps someone.Business Response
Date: 03/12/2025
*** *****,
We apologize for any frustration regarding closure of your
Equity Trust account. I understand that
you have spoken with Equity representatives regarding your concerns, and your account is now closed.
Please let us know if you need further assistance.
Sincerely,
***** ************
***** *******
****** ***** *******Customer Answer
Date: 03/12/2025
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.I have spoken to a representative stating they were going to close the account but I have not received any confirmation the account has been closed either via email or letter. Hopefully due to the issues I have had closing the account, please understand I do not consider this complaint as closed until I have received confirmation the account has been closed.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* *****
Business Response
Date: 03/18/2025
*** *****,
I have spoken with John from our Customer Service Team and understand that he reached out to you by phone and email on 3/14 to confirm your account has been closed. Please let us know if you need further assistance.
Sincerely,
***** ************
Legal Counsel
Equity Trust Company
Customer Answer
Date: 03/20/2025
[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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
******* *****Initial Complaint
Date:02/28/2025
Type: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.
I invested in a private **** named ***** ***** ********* **** ****** *n 2007. The trust company utilized for the holding and accounting of the funds was called Sterling Trust, renamed now as Equity Trust Company. I had two accounts and received quarterly reports for both accounts and paid an annual maintenance fee for both accounts.
On my quarterly statement dated 07/01/16 to 09/30/16 it showed a "Change in Investment Value" of the exact value of each investment, with an "Ending Market Value" of $0.00.
No change occured until 1/21/25 when Equity Trust, without my consent, charged my **** credit card twice for $260 each, one for each account. When I called my credit card company about this they explaied that Visa is the only credit card company in America that will give the new expiration date and 3 digit code to a company IF I had a prior relationship with the company.
Multiple contacts with Equity Trust have proven fruitless in resolving this issue. One agent initially indicated a willingness to help clear this up and refund my money, but she wanted ME to fill out paperwork to value these accounts showing these accounts as worthless. This is the entire reason they are in business: to keep an accounting of a client's funds.
Currently my account shows a "Total Account Value" and an "Asset Value" of a small amount of money, and a "Cash Value" of zero in both accounts.Business Response
Date: 03/14/2025
*** *******,
We apologize for any frustration relating to your Equity Trust
accounts. Based on your claims and
publicly available information, we have adjusted the value of assets in your
account, as well as associated fees. At
your request, both accounts are now closed.
Please let us know if you need further assistance.
Sincerely,
***** ************
Legal Counsel
Equity Trust CompanyCustomer Answer
Date: 03/14/2025
[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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
*** *******Initial Complaint
Date:02/25/2025
Type: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.
Since October 2024, I realized my real estate property (held under my IRA account) which was transferred custody to Equity Trust for two years still hasn't changed title. Equity Trust never instructed me to change title. Since this title issue may ruin my investment, I worked proactively to fix the error. I contacted Equity Trust to confirm the right title for recording. Then, I contacted my former IRA trust company, got their quit claim deed, and I paid $250 from my own pocket to a document services officer to prepare a new title. I also paid shipping and a $102 recording fee to LA county for the recording. After receiving the new title, I emailed the digital copy to Equity trust. Equity trust instructed me to mail the new title to them for safekeeping.
However, without any heads up, Equity Trust returned my title doc and with very vague instruction to ask me correct the title. The problem is the title has include everything they requested. I don't know what change I should make. I have sent out numerous emails for further instructions. But nobody responded me for any solutions on my title.
The solution I want is 1) for Equity Trust to accept the current original copy of my title as is since it has been prepared per their instructions. It is not right to refuse my title prepared based on your instructions. Or, 2) If Equity Trust does believe my title is wrong, please provide the correct deed with notarization with quit claim the current title, and write the new title with the phrases Equity Trust can accept. Mail the notarized title to me, so that I can mail it to LA County for recording.
I need Equity Trust's response as soon as possible, since this issue has been lasting for years.Business Response
Date: 03/11/2025
M** ***,
We apologize for any confusion regarding titling on the deed
for real property held in your IRA. I
understand you have spoken with a representative from our Investments team, who
informed you that we will accept the deed provided, update the outstanding
documentation, and consider this issue resolved.
Please let us know if you need further assistance.
Sincerely,
***** ************
Legal Counsel
Equity Trust CompanyCustomer Answer
Date: 03/11/2025
[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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
******* ***Initial Complaint
Date:02/24/2025
Type: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.
My father passed away in 2020 while holding two IRA accounts at Equity Trust. I have been attempting to have the funds distributed to my mother, his beneficiary designated spouse, for almost two years. Equity Trust has continuously failed to provide the correct guidance, documentation, approvals, coordination, etc. In the meantime, by holding his accounts open for two years, they have racked up $1,000 in annual fees that they are requiring his widow to pay. And, even after agreeing to pay the fees, they have continued to fail in their fiduciary duty to act in the best interest of their clients (which would be his beneficiary designated spouse upon his death by law). She has now been unable to access critical funds for years. I am writing BBB to seek assistance in resolving this issue so that my mother can move on with her life. At this point, its bordering on elder abuse.Business Response
Date: 03/10/2025
*** ****,
We apologize for any frustration regarding beneficiary
distributions of your father’s accounts.
I understand you are working with a beneficiary specialist, Wanda S.,
regarding assets in the accounts on your mother’s behalf. Please continue working with Wanda and let us know if you
need further assistance.
Sincerely,
Katie Ba**********
Legal Counsel
Equity Trust CompanyInitial Complaint
Date:02/07/2025
Type: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 was waiting for funds to deposit into My Equity IRA account from my precious metals which were being liquidated by Monetary Gold. I have been checking My Equity account daily to see if the funds had been deposited as instructed by an Equity employee. On February 5th, 2025 I attempted to sign in to MyEquity.com and a message came up that my account was locked. I immediately called Equity Trust and spoke to a male who said he would put in an inquiry as he did not know why my account was locked. He told me 24 to 48 hrs wait time. I called again on Thursday 02/06 as I was concerned about my money and being locked out of my account with no explanation. I spoke to Brittany who said she did not see that an inquiry was done on 02/05 and she would start another one and it would be 24 to 48 hrs. She said she would call me at the end of the day to update me. She did not call. I called again Friday 02/07 and Brittany was not in the office. I spoke to Gary Ellis at Equity Trust who said Brittany was handling it and I would have to wait for her. No one could tell me if Brittany was working that day. I waited hours and called again 2nd time on 02/07. The person who answered the phone asked me for Brittany's extension or last name which was funny because when I asked Brittany for her extension she told me they did not have extensions and to just ask for her. Now I'm on my 3rd call on 02/07 and told I couldn't speak to Brittany. I asked to speak to a manager or supervisor and was told I could not. I asked for an owner's name and supervisor on duty name and was not given the information. Finally I was told there was a discrepancy on the metals depository with Delaware Depository and someone would be in touch with me next week. I find the actions of Equity Trust deceitful, untrustworthy and unprofessional. My account is still locked and I don't have access to the money that was transferred by Monetary Gold.Business Response
Date: 03/03/2025
*** *****
We apologize for any inconvenience regarding your precious
metals liquidation request. Equity Trust received your request to transfer
precious metals from your IRA to your precious metals dealer in exchange for
funds on or about January 23, 2025. As you are aware, your IRA was awaiting
proceeds from the sale of precious metals. Equity does not have control over
third party precious metal dealers or their funds. A temporary hold was placed
on your on February 5, while the transaction was pending. Funds were received
in your account on February 6. The hold was removed from your account on February
7, when precious metals were transferred to your precious metals dealer and the
transaction was completed.
I understand that you spoke with an Equity representative on February 17 to discuss your concerns and your questions were
answered. Please let us know if you need additional assistance.Sincerely,
Katie B***********
Legal Counsel
Equity Trust Company
Customer Answer
Date: 03/05/2025
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.]
Regards,
****** ****
Customer Answer
Date: 03/05/2025
The fact is that they lied to me. A so called Leader from Equity trust called me and didn't even have the decency to look over my complaint be4 calling. That's not the kind of company i want to do business with. Their apology doesn't even begin to point out that they wouldn't tell me the reason why my account was put on hold. Funds were deposited to my account by Monetary Gold, but Equity trust refused to unlock my account. They REFUSED to give me the manager on duty name. Or the president of the company's name so I could email them. They used the receptionist as a middle girl to convey messages. They would not let me talk to a supervisor, manager and also told me that they would call me back several times and NEVER did, until 3 weeks after I received my money, the "Leader" called me to tell me that my money was in my account and that it was unlocked!
She had no idea what was going on. That's my complaint!
Business Response
Date: 03/18/2025
*** *****
Since receiving your additional comments, I have spoken with
Equity Trust’s Customer Service department and I understand that you spoke with
a supervisor on March 13, who provided further information regarding the temporary
account freeze, as well as her contact information should you need anything in
the future.
Sincerely,
***** ************
Legal Counsel
Equity Trust Company
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