Equity Trust Company

EQUITY TRUST COMPANY® March 30, Rhonda Whitelock (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: Revdex.com Complaint [redacted] Dear [redacted] : Elizabeth ** J [redacted] General Counsel Direct 440-323-x [redacted] We are in receipt of your correspondence dated March 23, requesting an additional response in this matter [redacted] claims we are attempting to collect duplicate fees on his accountAlthough [redacted] was initially charged account maintenance and termination fees, we have issued a refund to him by checkTherefore, not only is the allegation of duplicate fee payments unfounded, but [redacted] has been reimbursed fully for the one set of fees he did payHis account is closed and he will not receive additional fee assessmentsIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely,Elizabeth J [redacted] Equity Trust Company Equity Way Westlake, OH 440-323-(p) I 440-366-(f) www.TrustETC.com

EQUITY TRUST COMPANY® February 28, [redacted] (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: Revdex.com Complaint [redacted] Dear MsM [redacted] Elizabeth [redacted] General Counsel Direct [redacted] We are in receipt of your correspondence dated February 15, concerning the complaint of our client, [redacted] His complaint relates to his dissatisfaction with our customer service while funding a new investmentMrZ [redacted] first contacted Equity Trust to obtain a statement of account on February 1, At that time, a representative of Equity Trust emailed the requested document to his email on fileMrZ [redacted] never received this document and called back on February A different Equity Trust representative emailed the documentation a second time and remained on the phone to ensure that he received the documentMrZ [redacted] requested a supervisor callback at this timeOn February 9, 2017, a customer service supervisor called MrZ [redacted] at the number on file but could not leave a voicemailOn February 10, 2017, MrZ [redacted] called Equity Trust to ask about the real estate investment processA member of our customer service team walked him through this process including all documentation necessaryEquity Trust received investment documentation from MrZ [redacted] on February 13, He was assigned an Investment Liaison the same dayThe Investment Liaison noted a few deficiencies with respect to the documentation and contacted him to discussOn February 15, 2017, the investment documentation was determined to be in good order, MrZ [redacted] paid all of the necessary fees associated with the transaction and MrZ***'s investment was fundedWhile it is our position that MrZ***'s transaction was well within our service levels, as a courtesy, Equity Trust refunded the $Expedited Processing fee to his credit cardWe apologize for any inconvenience MrZ [redacted] faced during his transactionIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely, Elizabeth [redacted] Equity Trust Trust Company [redacted] *** [redacted] *** [redacted] *** [redacted] *** [redacted]

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 Equity Trust did not, as alleged, promptly respond to the issues which surrounded my complaint Equity Trust correctly explains, as I explained to them initially, that I purchased my family members interest in the real property in 2009, and could have made the transfer at that time But the timing of the requested transfer is not the issue here The actual sequence of events is as follows: Relying on telephone guidance from equity trust, we submitted the paperwork as instructed We were told that additional papers needed to be submitted I called the designated person and requested further guidance I did not receive a return telephone call Both my escrow and I submitted additional papers (which were were later told was correctly done) We received neither a response nor any action Both my escrow and I attempted to contact the designated agent several times, with no response Out of frustration, I contacted the general customer service agent (not the one handling this issue) and asked to speak with a supervisor I received a return call from a supervisor (Maria, who would not give me either her last name or her direct line) I was told that an entirely different set of papers had to be submitted I also was told that if those papers were submitted that day, the deed I required would be signed and returned the next day The now third set of papers were submitted, as instructed I received no response at all from Equity Trust in response to that third submission I again attempted to call the designated representative, again left my name and number along with the Activity Number assigned to my case Again I did not receive a return call I again called the general customer service number and asked to speak with a supervisor This call occurred at 2:pst; 5:est I was told that, although the website says that such calls are appropriate before 6:est, all of the supervisors had gone home, and so none were available to speak with me I wrote an email setting forth this history, and included a reference that I would be filing this complaint with the Revdex.com That email was rejected by a customer service representative because, according to that person, the email came from an email address different than the one on my account I was instructed to send the email from my email address on file with Equity Trust I thus forwarded my original email to my home account, and forwarded it under that web address I was again advised that my email would not be processed because, despite the fact that it was sent from a recognized account, internally it still included my office email address Finally, after filing this complaint and threatening litigation, I was contacted by the assigned customer service representative (for the first time), who advised me that the deed originally sent at the beginning of the process (rather than those deed I was later instructed to send) was sufficient and would be signed.I find it insulting that Equity Trust would try shift the focus to me for an alleged failure to seek this deed in and to blame me for its ineptitude Would it have been more likely to properly handle the matter of this deed if the effort had been made in 2009? Were its agents better trained or more likely to return phone calls or email in than they are in 2018? I contacted the Revdex.com only after being ignored for days into weeks I was rewarded with the deed originally sent only after filing my complaint with the Revdex.com I them am blamed for not having undertaken this adventure earlier This is not what I expect from a company which advertises itself as a member of the Revdex.com Regards, [redacted] ***

Equity Trust Company only mailed me the receipt and statement from the year to 2008; they did not send me any receipts or statements from the year to I paid the annual fees via my VISA every year: VISA card ending# [redacted] $taken out by Equity Trust on 2/18/ VISA card ending# [redacted] $taken out by Equity Trust Company on 2/20/ VISA card ending# [redacted] $taken out by Equity Trust Company on 2/22/ VISA card ending# [redacted] $taken out by Equity Trust Company on 2/16/ VISA card ending# [redacted] $taken out by Equity Trust Company on 6/3/ VISA card ending# [redacted] $taken out by Equity Trust Company on 6/3/ Why Equity Trust took my money but shown missing payment history from the year to 2012? no receipts or statements had been provided to me? 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] ***

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, [redacted]

EQUITY TRUST COMPANY® [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 18, in regards to [redacted] 's rebuttal to Equity Trust's response to his complaintMr [redacted] 's original complaint relates to issues he experienced during the final distribution and closing of his Equity accountHis rebuttal relates to customer service issues he experienced prior to the final distributionA copy of all statements since the inception of his account with Equity Trust is included with a carbon copy of this letter to Mr [redacted] These statements show the subject account distribution and tax withholdingThey also show that Mr [redacted] was never charged a fee in relation to this accountAlso included with this letter is a copy of the check that was delivered to Mr [redacted] as reimbursement for the errant tax withholdingWe do apologize for any customer service issues Mr [redacted] faced and any inconvenience this may have caused himHowever, we have resolved all outstanding issues and Mr [redacted] 's account is now closedIf 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 24, [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 March 17, in regards to the complaint of [redacted] Mr [redacted] 's complaint relates to issues he experienced during the final distribution and closing of his Equity accountMr [redacted] submitted a distribution request and requested taxes not be withheldUnfortunately, due to an internal error, federal taxes were withheld from that distribution in the amount of $We have since corrected this error and a check for this amount was sent to Mr [redacted] by [redacted] on March 18, We apologize for any inconvenience this may have caused Mr [redacted] 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 I Westlake, OH 440-323-(p) 440-(f) www.Trust***.com

EQUITY TRUST COMPANYAugust 5, [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 August 1, 2016, concerning the complaint of our client, [redacted] - [redacted] Mr [redacted] - [redacted] 's complaint relates to a check issued by Equity Trust on his behalf that has not yet been received by the intended recipientPursuant to the Custodial Agreement Section 8.03, "By performing services under this Agreement [Equity Trust] [is] acting as your agentYou acknowledge and agree that nothing in this Agreement shall be construed as conferring fiduciary status upon us." Equity Trust is not a fiduciary for Mr [redacted] - [redacted] 's accountEquity Trust is a passive self-directed IRA custodianWhen Equity Trust clients make an investment, they have four options to send funds listed on their Direction of InvestmentThey can wire the money, send a cashier's check with tracking, send a check by overnight mail, or send a check by regular mailMr [redacted] - [redacted] chose to send a check by regular mailShould Mr [redacted] - [redacted] choose to stop payment on the check that was issued, Equity Trust can stop payment on that check and reissue a new check for a feeWe need an instruction from Mr [redacted] - [redacted] in this regardIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely truly yours, Elizabeth J [redacted] cc: [redacted] - [redacted] (with check copy)

EQUITY TRUST COMPANYMarch 21, [redacted] (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: Revdex.com Complaint [redacted] Dear Ms [redacted] : Elizabeth *J [redacted] General Counsel Direct 440-323-x bj [redacted] @trustetc.cornWe are in receipt of your correspondence dated March 15, concerning the complaint of our client, [redacted] [redacted] 's complaint relates to fees he was assessed for non-compliance with 990-T tax preparation deadlinesEquity Trust previously corresponded with [redacted] regarding this issue during July Pursuant to our 990-T fee schedule, Equity Trust charges a $non-compliance fee to any account for failure to respond and/or provide documentation in a timely mannerOn November 29, 2015, [redacted] returned the "Other Engagement" form for 990-T preparationOn this form, he agreed to provide a copy of any/all filed returns (including any extensions) on his account's behalf by the IRS filing deadline of April 18, A thorough review of our records shows that Equity Trust did not receive a copy of his filed tax returns until June 9, The $fee was properly assessed against [redacted] 's accountIn order to resolve this matter, Equity Trust previously requested documentation showing that the copy of [redacted] 's tax return was sent to Equity TrustTo this date, Equity Trust has not received the requested informationIf we can be of further assistance on this or any other matter, please feel free to contact me directly.Sincerely, Elizabeth Jerdone Equity Trust Company I Equity Way I Westlake, OH 440-323-(p) 440-(f) f www.TrustETC.com

January 20, 2016 [redacted] , Trade AssistantRevDex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408 Re: [redacted] /ID [redacted] Dear Ms. [redacted] :We are in receipt of your correspondence dated January 12, 2016, concerning the complaint of our client, [redacted] ... [redacted] . Mr. [redacted] ’s complaint relates to the difficulties he has experienced during the processing of transferring a portion of his Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”). On November 25, 2015, we received a request from Mr. [redacted] to revalue an asset and transfer a portion of his account to a successor custodian. A review of the transaction indicates there was an error in the processing of the transfer. The revaluation and the partial transfer was completed per Mr. [redacted] ’s request. We apologize for the inconvenience and difficulties Mr. [redacted] experienced with the transfer of funds from his account.If we can be of further assistance on this or any other matter, please feel free to contact me at 440-323-5491 x7190, or by email at e.j [redacted] @trustetc.com.Very truly yours,Elizabeth J [redacted] Legal Counsel

The company of complaint is "Equity Trust Company" 1 Equity Way Westlake, Ohio 44145

EQUITY TRUST COMPANY® April 12, Rhonda W [redacted] (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-Re: Revdex.com Complaint [redacted] Dear MsW [redacted] Elizabeth AJ [redacted] General CounselDirect 440- [redacted] We are in receipt of your correspondence dated April 3, requesting an additional response in this matterMrB [redacted] has requested we send him the forms necessary to close his account directlyAll of our forms are available on our website as well as our client portal eVantageMrB [redacted] also received these forms previously from our customer service representativesAs a courtesy, we have mailed a copy of these forms to MrB [redacted] as a further attempt to bring this matter to resolutionIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely, [redacted] [redacted] [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, [redacted]

Re: [redacted] /ID [redacted] Dear Ms [redacted] :We are in receipt of your correspondence dated January 28, 2016, concerning the rebuttal of our client, [redacted] Mr [redacted] had additional questions concerning his complaint originally dated January 12, In his recent correspondence, Mr [redacted] indicated that he did not believe all of the corrections were made to his Roth IRA We have spoken with Mr [redacted] to discuss his concerns We have corrected his account and understand that all of his concerns have now been addressed We apologized for the difficulties he experienced with the transfer of funds from his account and provided him a contact to discuss any further issues he may haveIf we can be of further assistance on this or any other matter, please feel free to contact me at 440-323-x7190, or by email at b.j [redacted] @trustetc.com.Very truly yours,Elizabeth J [redacted]

Attached please find our response to MrA***

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 a tax service fee charged to both his and his wife’s accounts, each held at Equity Trust Company (“Equity”)On December 30, 2014, [redacted] completed a 2014-Other Engagement Form for 990-T tax return preparationThrough completion of this form, he verified that he engaged a firm to prepare his tax return, and confirmed he would provide a copy of the return, and any related extension, to Equity by the filing deadline, or be subject to a $non-refundable non-compliance feeThe same form was also filled out for his wife’s accountThis fee was clearly disclosed and brought to his attention through the mailings sent in November and December in regard to this matterAs of May 20, 2015, neither the return, nor an extension, was received for either account, and the non-compliance fee was assessed to each accountOn June 2, 2015, [redacted] contacted Equity indicating his displeasure with the fees chargedAs a gesture of good will, the fee charged in [redacted] ’s account was waived [redacted] was informed of Equity’s decision, and he indicated he wanted to other fee to be waivedWe stand by our decision as Equity was not notified of the activity relating to the filing of the tax return as requested, and the fact that we did waive the fee charged to one accountIf 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

(The following was copy/paste by Revdex.com staff - LST)***January 2, Revdex.com, Inc(by email only) Euclid Ave4th Floor Cleveland, OH 44115- Re: Revdex.com Complaint To Whom It May Concern: We are in receipt of your correspondence dated December 12, concerning the complaint of our client, [redacted] Mr [redacted] 's complaint relates to his unsuccessful attempts to transfer his investment with [redacted] Equity Fund to a new custodian We apologize for the lack of follow up from our customer service departmentThe level of service Mr [redacted] described in his complaint is not the level of customer service we strive to provideWe take all customer feedback seriously After receiving his complaint, Equity Trust worked directly with Mr [redacted] and [redacted] with regard to this matterWe have determined that when Mr [redacted] completed the paperwork to open a mutual fund account with [redacted] through his Equity Trust IRA, the [redacted] account was opened as an individual account instead of an IRA accountWhen Equity Trust attempted to follow Mr [redacted] 's instructions to transfer this investment account to a [redacted] IRA during June 2017, [redacted] could not find an account in Equity Trust's name so they continued to reject our transfer requestWe have subsequently closed Mr [redacted] 's Equity Trust account and refunded the termination fee Mr [redacted] paidHe will receive a for the amount that Equity Trust sent to [redacted] during to establish the individual investment accountMr [redacted] will need to work directly with [redacted] to liquidate his investment account for cash If we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely, Elizabeth [redacted] CC: [redacted]

EQUITY TRUST COMPANYElizabeth [redacted] General Counsel Direct 440- [redacted] March 16, Rhonda [redacted] *by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-2408Re: Revdex.com Complaint [redacted] Dear Ms [redacted] We are in receipt of your correspondence dated March 10, concerning the complaint of [redacted] Mr [redacted] is not a client of Equity Trust CompanyMr [redacted] was appointed an account designated representative by our former client, Mr [redacted] Mr [redacted] 's complaint relates to fees assessed to MrZ [redacted] 's account after it was closedPursuant to MrZ [redacted] 's instruction, Equity Trust closed MrZ [redacted] 's account on December 22, Once a client closes an account with Equity Trust, we can no longer share account specific information with account representativesWhen Mr [redacted] called Equity Trust, we were therefore unable share information in regards to MrZ [redacted] 's accountOur customer service agent offered to place a conference call with MrZ [redacted] 's to address Mr [redacted] 's specific concernsMr [redacted] declined this offer and terminated the callThe fee assessed to MrZ [redacted] 's account after it was closed was a $special handling fee, after his account was closedThis fee was incurred because Equity Trust received funds on MrZ [redacted] 's behalf on March 2, Equity Trust forwarded these funds by check to Mr [redacted] Pursuant to our fee schedule, an action taken on a closed account triggers the special handling feeAlthough properly assessed, as a courtesy, we have refunded this fee to Mr [redacted] He will receive a check in the mail within the next seven to ten business daysIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely, Elizabeth [redacted] Equity Trust Company [redacted]

(The following was copy/paste by Revdex.com staff - LST)***December 19, Revdex.com, Inc(by email only) Euclid Ave4th Floor Cleveland, 01-I 44115-Re: Revdex.com Complaint [redacted] To Whom It May Concern: We are in receipt of your correspondence dated November 22, concerning the complaint of our client, [redacted] **Mr [redacted] 's complaint relates to his desire to update the value of his remaining asset and close his accountMr [redacted] 's account remains open because it contains an asset, [redacted] *** currently valued at $200,Per the custodial account agreement between Mr [redacted] and Equity Trust, it is the client's responsibility to provide a fair market valuation for his assetsThe agreement states: In reporting values for the assets held in custodial accounts, we use reasonable, good faith efforts to ascertain the fair market value of each assetFor those custodial assets where value is readily ascertainable on either an established exchange or generally recognized market, we will report values for such assets as derived from sources commonly used by the financial services industry to determine prices of financial instrumentsFor those custodial assets where fair market value is not readily ascertainable, you agree that you will provide to Equity a qualified independent appraisal of the assetIf you do not provide such an appraisal, we may report the asset's value at its last known fair market value or at its acquisition costFor all custodial assets, we neither provide a guarantee of value nor an opinion with regard to any independent appraisal provided by you, and we assume no responsibility for the valuations reportedYou acknowledge and agree that any valuation reported is not necessarily a true market value, may be merely an estimate of value and should not be relied upon by you for any other purposeIn order to change the value of the [redacted] asset in Mr [redacted] 's account, we require a partially completed Fair Market Value (FMV) form showing the current value of the asset along with documentation to support that valuationIn the alternative, we will accept a fully completed form reporting a new value with a notarized signature of a third party valuatorMr [redacted] has not provided any documentation to support his proposed change in asset valueThe forms he previously provided were incompleteIn order to close his account, Mr [redacted] can either provide a Fair Market Value form as previously described or he could choose to distribute this asset at its current fair market value and we would only require a distribution formMr [redacted] can forward this documentation to my attention so that I can ensure proper processingIf we can be of further assistance on this or any other matter, please feel free to contact me directlySincerely, Elizabeth [redacted] CC: [redacted] ***

(The following was copy/paste by Revdex.com staff - LST)***8December 18, 2017 Revdex.com, Inc(by email only) Euclid Ave4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint *** To Whom It May Concern: We are in receipt of your correspondence dated November 10,
concerning the complaint of our client, *** ***Ms***'s complaint relates to a reimbursement of funds that occurred during 2013. During 2012, Equity Trust worked with Ms*** after she complained to the Revdex.com regarding her Equity Trust accountEquity Trust agreed to refund a portion of Ms***'s account maintenance feesAs the fees were paid by credit card, Equity Trust issued two separate refund checks directly to Ms*** on July 10, These checks remained uncashed and were escheated to the state of Ohio on November 1, pursuant to our standard processMs*** will need to contact the Ohio Department of Commerce Division of Unclaimed Funds to recover these funds. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely, Elizabeth *** CC: *** ***