Equity Trust Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 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, [redacted] Message BodyAh no here is the list of documents you requestedYou have the FINAL Kas part of the FINAL TAX RETURN and you have the letter.You just want to keep changing the rules just like before!!!! We will need a partial Fair Market value form (minus section 3) you will not need the valuator or a notary if you can provide supporting documents showing the LLC is worthless such as a final K-1, or a secretary of State copy printed showing it is either dissolved or revoked, or a letter of value signed and dated on letterhead by a managing member of the LLC with the title they hold

EQUITY TRUST COMPANY® May 11, [redacted] , Trade Assistant (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: [redacted] Dear Ms [redacted] : We are in receipt of your correspondence dated February 11, 2016, concerning the complaint of our client, [redacted] Mr [redacted] 's complaint relates to late fees he was assessed for failure to timely pay his account maintenance fees for his Equity Trust accountMr [redacted] received a late fee for his fees as they were not paid until August He did not pay the late fee until September Mr [redacted] added a credit card in September However due to our recent system conversion, this credit card information was not retainedA review of Mr [redacted] 's account shows Equity Trust has not received any returned mail for Mr [redacted] Our initial invoice was sent to the same mailing address as the followup invoicesAs a courtesy to Mr [redacted] , Equity Trust will waive his late fee if he pays his account maintenance fees by May 24, If we can be of further assistance on this or any other matter, please feel free to contact me directlyVery truly yours, Elizabeth J [redacted] Equity Trust Company I Equity Way j Westlake, 440-323-(p) j 440-366-(f) www:TrustETC.com

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me In future equity trust should be more proactive in the way its does business Regards, [redacted] ***

December 4, [redacted] , Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-Re: [redacted] We are in receipt of your correspondence dated November 18, 2015, concerning the complaint of our client, [redacted] *** [redacted] ’s complaint relates to a misapplied payment to a previously closed Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”)Equity did receive a payment for an asset in [redacted] ’s account It was applied to a previously closed account, which in turn affected a transfer of funds to the successor custodian We have been in contact with [redacted] to discuss with him how to return the funds transferred to the transferred account We apologize for the inconvenience and sympathize with the difficulties the client experienced with this misapplied payment As a courtesy, we are prepared to reimburse his account for the $transaction fee If we can be of further assistance on this or any other matter, please feel free to contact me at 440- [redacted] ***, or by email at [redacted] .Very truly yours,Michael D** President

Attached please find our response to the above referenced complaint

EQUITY TRUST COMPANYFebruary 10, [redacted] *** Revdex.com, incEuclid Ave4th Floor Cleveland, OH 44115-Re: Revdex.com Complaint [redacted] Dear MsM*** We are in receipt of your correspondence dated January 4, concerning the complaint of our clients, [redacted] ***The ***'s complaint relates to their dissatisfaction with the way Equity Trust's account maintenance fees were assessed for their respective accountsEquity Trust assessed fees in its customary manner and based upon the ***'s December 30, account valueWe have verified that each account value was accurately reflected on that date based on the records and information available to usIn addition, we have determined that each account was assessed the correct fee based on the account value shown on December 30thDespite these facts, we have contacted Mrand Mrs [redacted] to work through the matterWe are confident that the matter will be resolved to their satisfactionIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely, Elizabeth [redacted] Equity Trust Company

December 22, [redacted] , Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-Re: [redacted] Dear [redacted] :We are in receipt of your correspondence dated December 14, 2015, concerning the complaint of our client, [redacted] *** [redacted] ***’s complaint relates to his concerns about extensive hold times and lack of consistent customer service at Equity Trust Company (“Equity”) [redacted] is an account designated representative who independently manages a number of individual retirement accounts We have recently spoken with [redacted] to discuss his areas of concern with Equity We are confident a number of his concerns will be resolved with enhancements recently made to our eVantage system We would also like to offer [redacted] an assigned Relationship Manager With an assigned RM, he will have a designated contact with whom he can discuss his concerns We sympathize with the difficulties [redacted] *** has experienced in attempting to contact our client service team, and hope this will reduce his frustration.If we can be of further assistance on this or any other matter, please feel free to contact me at 440-323-x***, or by email at [redacted] .Very truly yours,Elizabeth J [redacted] Legal Counsel

EQUITY TRUST COMPANY Elizabeth [redacted] General Counsel Direct [redacted] March 13, Rhonda [redacted] (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: Revdex.com Complaint [redacted] Dear Ms [redacted] : We are in receipt of your correspondence dated March 7, concerning the complaint of our client, [redacted] ***MrL***'s complaint relates to difficulties he faced while attempting to transfer an account to Equity Trust from another custodianMrL [redacted] completed a transfer form and began the transfer process during Spring We worked directly with MrL [redacted] to obtain all documents necessary to approve the three assets he was transferring to Equity TrustAfter the exchange of documentation, Equity Trust discovered we are only able to hold two of these assets and the transfer was cancelled by Equity Trust Company internallyAfter MrL [redacted] complaint to the Revdex.com, we determined we have sufficient information to transfer the [redacted] and [redacted] assetsThese assets should appear within his Equity Trust account within to business daysHe will need to work with the asset provider to confirm reregistration of these assets to Equity TrustIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely, Elizabeth [redacted] Equity Trust Company Equity Way Westlake, OH [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Ms J [redacted] states that I submitted a document in which I agreed to submit copies of my 990-T tax returns by no later than April 18, This is not true I did submit a document that referred to a "deadline" but no documentation exists to state what the deadline date was ETC admits that they received a copy of my 990-T return in June, ETC has a fiduciary responsibility to its customers Taking a customer's money from an account entrusted to them for missing a filing deadline that was never specified is a breach of their duty Ms J [redacted] : If you have a copy of a document that I would have seen that has the April 18, date on it, please send me a copy Otherwise, ETC should return the money it stole from our accounts Regards, [redacted]

September 21, [redacted] , Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: [redacted] :We are in receipt of your correspondence dated September 11, 2015, concerning the complaint of our client, [redacted] *** [redacted] ***’s complaint relates to his concerns about a change in the market value of his Self-Directed IRA held at Equity Trust Company (“Equity”)In August 2015, Equity received a call from [redacted] ***, during which he questioned the value of one of the assets in his account A review of the activity in the account suggests that in the asset was added to [redacted] ***’s account As a result of [redacted] ***’s inquiry, and further examination into this asset, it was discovered that the asset was added in error to *** ***’s account The asset has subsequently been removed from his account As a result, we will reimburse [redacted] ***’s account for all fees related to this asset for the period – 2015.It is never our intent to cause difficulties for our clients We apologize for the oversight and for any inconvenience this may have caused.If we can be of further assistance on this or any other matter, please feel free to contact me at 440- [redacted] ***, or by email at [redacted] .Very truly yours,Michael D** President

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Attached please find our response to MrF**'s complaint

Hi,Attached is my booking records that I paid to Equity Trust Company since to Due to it's regulated IRA ACCOUNT, and I paid via Credit card, I did not keep any other records than my own spreadsheet, because I thought Equity Trust won't cheat on the statementsI found that Equity Trust stopped mailing me the statement since 2009-current, and missing for the maintenance fees I paid them from 2009-2012, so I asked them for the reports (see attached), and they now said it was missing from their records, tooSince I do not have money in Equity Trust Account, They should not charge me for the maintenance fees from to 2014, I would like to ask for those maintenance fees to be refunded back to me ASAPThanks for your assistance in advance, [redacted] ***

June 30, [redacted] , Trade Assistant Revdex.com, IncEuclid Avenue, 4th Floor Cleveland, OH 44115- Re: [redacted] Dear [redacted] : We are in receipt of your correspondence dated June 24, 2015, concerning the complaint of our client, [redacted] *** [redacted] ***’s complaint relates to the fee invoices she received and the liquidation of an asset held in her Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”) [redacted] has indicated that the fee invoices she received do not include a due date and she was unsure as to when the fees would be dueOn the fee invoices sent to our clients, the payment due date is included in at least three different locations on the invoiceIn the account application, we clearly state that annual fees are associated with the portfolio’s value and fees are effective from January to January of any given calendar yearIn addition, our annual maintenance fee schedule is included with the client’s quarterly statement on an annual basisIn and 2014, [redacted] called to discuss the late fee charged to her account, and as a courtesy we waived the late fee each yearThe fees were due by February 15, 2015, and the account fees were not paid until April We are not prepared to reimburse this year’s late feeFinally, [redacted] is concerned because Equity won’t sell the shares of an asset held in her accountEquity is a passive, non-discretionary custodian of customer-directed IRA accountsIn our role as a passive custodian, we cannot take any action with regard to a non-public investment held in a client’s account without action taken by the clientIf [redacted] wants this asset liquidated, she must find a buyer for the assetOnce that has occurred, and the appropriate paperwork has been submitted, we will comply with her direction and facilitate the transaction with the asset providerIf she prefers to transfer this asset to another custodian, she must complete and submit the appropriate transfer form, and we will process that paperwork on her behalfIf we can be of further assistance on this or any other matter, please feel free to contact me at 440- [redacted] ***, or by email at [redacted] Very truly yours, Michael D [redacted] President

EQUITY TRUST COMPANY® May 6, [redacted] , Trade Assistant (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: [redacted] Dear Ms [redacted] : We are in receipt of your correspondence dated May 2, 2016, concerning the complaint of our client, [redacted] Mr [redacted] s complaint relates to issues he encountered while trying to close his account at Equity Trust Company ("Equity")Mr [redacted] submitted a distribution form to close his Equity Trust account in March Because Mr [redacted] s account was open at Equity during January and February, he was charged account maintenance fees for Equity Trust also charges customers a termination fee, fully disclosed in our custodial agreement, in connection with an account closureAlthough both fees have been properly assessed to Mr [redacted] s account, as a courtesy to Mr [redacted] , Equity is willing to waive its customary $termination feeMr [redacted] s account is now closed and no further fees are dueIf we can be of further assistance on this or any other matter, please feel free to contact me directlyVery truly yours Elizabeth J [redacted]

EQUITY TRUST COMPANY® March 14, [redacted] , Trade Assistant (by email only) Revdex.com, IncEuclid Ave4th FloorCleveland, OH 44115- Re: [redacted] ***/ [redacted] Dear Ms [redacted] : We are in receipt of your correspondence dated March 7, 2016, concerning the rebuttal to our response to the complaint of our client, [redacted] ***Ms***'s rebuttal does not present new informationShe claims that she did not realize she opened a traditional IRAWhen Ms [redacted] began her transfer in 2012, she indicated she wanted to open a Roth accountAn application was filled out to this effect and signed on June 21, (Exhibit A)A Roth account was opened for her ( [redacted] ) and she transferred in funds from two different traditional accounts at other custodiansEmails from Mr [redacted] to support this are attached (Exhibit B)Shortly after this account was opened, Mr [redacted] sent multiple additional emails (Exhibit C) that expressed his mother's desire not to incur a taxable event and to open a traditional account instead of a Roth accountA new application was submitted on August 27, (Exhibit D)A traditional account ( [redacted] ) was then opened and all funds were transferred into this accountAs such, a taxable event never occurredA phone conversation with Ms [redacted] on April 26, 2013, confirmed that she knew her Roth account had been closed and that she only had a traditional account open with Equity TrustAdditionally Ms [redacted] has received quarterly statements for the past three and a half years that not only would list account transactions but the account typeThe account type has not been questioned during the past yearsShould Ms [redacted] choose to convert her account to a Roth now in 2016, she would need to fill out the appropriate forms and would incur a taxable eventIf we can be of further assistance on this or any other matter, please feel free to contact me directlyCc [redacted] (with referenced attachments) Very truly yours, Elizabeth J [redacted] Equity Trust Company

From: [redacted] Date: Wed, Nov 18, at 11:AMSubject: [redacted] To: [redacted] ***,Equity Trust Company has done nothing wrong, and we have fully addressed [redacted] ***’s concerns in each of our responses [redacted] does not agree with our response and our position is not going to change [redacted] does not hold an account with Equity Trust Company He is a Center of Influence, who has clients who hold accounts here [redacted] has made the decision to no longer work with Equity Trust Company and [redacted] indicates he can no longer service his client’s accounts As a result, [redacted] has asked that Equity Trust waive the termination and re-registration fees for each of his client’s accounts As Equity Trust had nothing to do with [redacted] ’s decision, we are not prepared to waive the termination and/or re-registration fees should those clients choose to transfer their account elsewhere I hope this provides you the information needed to resolve this issue Should you have any questions, or need further information, please contact me immediatelyThank you,Vickie

EQUITY TRUST COMPANY April 29, [redacted] , Trade Assistant (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: [redacted] / [redacted] Dear Ms [redacted] : We are in receipt of your correspondence dated April 22, 2016, concerning the complaint of our client, [redacted] Ms [redacted] 's complaint relates to issues she has experienced while trying to update the value of one of the assets held within her self-directed IRAIn order to update the value of an asset, Equity Trust needs a fully completed Fair Market Value form with a signed and notarized signature by a qualified, independent third party with supporting documentationIn this case, Equity Trust offered Ms [redacted] the option for her asset provider to send a signed letter on company letterhead updating the value of her assetAs a courtesy to Ms [redacted] , Equity Trust has reached out to Ms [redacted] 's asset provider in an attempt to obtain this letter and has not yet heard backUntil we receive the properly completed FMV form or the letter we have requested, we are unable to make any changes to the reported value of this assetIf we can be of further assistance on this or any other matter, please feel free to contact me directlyVery truly yours, Elizabeth J [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, We received the ck as outlined, however there were a multitude of phone calls to Equity to finally Get this check [redacted]

EQUITY TRUST COMPANYJuly 1, [redacted] , Trade Assistant (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: [redacted] Dear Ms [redacted] : We are in receipt of your correspondence dated June 25, concerning the complaint of our client, [redacted] Mr [redacted] 's complaint relates to fees he was charged in relation to closing his Equity Trust accountMr [redacted] opened up an account on April 7, At that time, he paid a $one time set up fee and $in account maintenance feesOn May 23, 2016, he made the decision not to fund his Equity Trust account and requested a refund of all fees paidOn June 3, 2016, Equity Trust mailed a check for $to Mr [redacted] as a refund of the account maintenance fees paidMr [redacted] never received this checkEquity Trust reissued this check on June 29, and sent it overnight with no charge to Mr [redacted] The $set up fee he paid is a non-refundable feeEquity Trust completed our account set up prior to Mr [redacted] 's decision not to fund the accountEquity Trust charges all customers a fee, fully disclosed in our custodial agreement, in connection with an account openingIf we can be of further assistance on this or any other matter, please feel free to contact me directlyVery truly yours, Elizabeth J [redacted] Equity Trust Company