Equity Trust Company

Attached please find our response to this complaint

One more question:
I deposited total $30,
10/18/$
10/30/$
11/6/$
11/15/$
Question:
Why your statement only shows $30,as my balance? Where's the $went? I don't see that on the statement?
Please adjust your statement and give me $back ASAP
Question 2:
I deposited all in one time, why the statement shows different dates of my deposits? It seems two weeks apart between the dates? We're it being delayed process from your company back then?
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
Regards,
*** *** ***

EQUITY TRUST COMPANY' Elizabeth *J*** General Counsel Direct 440-323-x *** March 16, 2017 *** *** (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint
*** Dear *** ***: We are in receipt of your correspondence dated March 9, concerning the complaint of our client, *** *** ***'s complaint relates to difficulties he encountered when closing his Equity Trust account.*** *** attempted to close his account during August He requested that the assets in his account be liquidated at that timeHe was advised that he would need to work directly with the asset provider to initiate this processThe distribution was cancelled as Equity Trust made three contact attempts regarding this action without successDuring October 2016, *** *** submitted the Fair Market Value paperwork to reduce the value of the assets within his account to zeroAs the distribution action had been cancelled, his account was not closed at that time*** *** called Equity Trust in March to close his accountHis account has now been closed and no additional fees are dueWe apologize for any inconvenience *** *** faced during his transaction. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely, Elizabeth J***Equity Trust Company Equity Way Westlake , OH 440-323-5491;(p') 440-366-(f) www:TrustETC.com

*** ***, Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: *** *** *** *** ***:We are in receipt of your correspondence dated October 22, 2015, concerning the rebuttal of our client, *** *** *** *** has
requested that the clients with whom he works be able to transfer their accounts away from Equity Trust (“Equity”) without being charged termination or re-registration fees.As we understand that the inability to process his client’s transaction through *** is frustrating to *** ***, it was the decision of *** to no longer work with Equity As such, we are not prepared to waive either termination or re-registration fees for an account transferred from Equity to any successor custodian.If we can be of further assistance on this or any other matter, please feel free to contact me at 440-323-***, or by email at ***.Very truly yours,Michael D** President

EQUITY TRUST COMPANY' February 24, 2016 *** ***, Trade Assistant (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-2408 Re: *** *** *** Dear Ms***: We are in receipt of your correspondence dated February 17, 2016,
concerning the complaint of our client, *** ***Ms***'s complaint relates to the type of account she opened at Equity Trust Company ("Equity"). Ms*** claims that she did not realize she opened a traditional IRAWhen Ms*** began her transfer in 2012, she indicated she wanted to open a Roth accountA Roth account was opened for her and she transferred in funds from a traditional account at another custodianAfter Ms*** and Mr*** *** were informed that this would be a taxable event, Mr*** *** confirmed his mother's desire not to incur a taxable event and to open a traditional accountA traditional account was opened and all funds were transferred into this accountA phone conversation with Ms*** 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*** has received quarterly statements for the past three and a half years that not only would list account transactions but the account typeShould Ms*** 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 event. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Very truly yours, Elizabeth J***

it took over weeks to accomplished my goal to get funds transfer/wire to purchase the investment propertyI have called several time and basically "push" customer service reps in order to proceed.I have requested to get manager(s) call me back - it never happened - managers were always busy
or not there!!!Someone from ETC left a note on my account that she called me on 2/and left a messageNO messages in my voice mail or no calls from ETC on my caller ID!!!

January 27, 2016*** ***, Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: *** ***/ID ***Dear Ms***:We are in receipt of your correspondence dated January 25, 2016, concerning the complaint of our client, *** ***
Mr***’s complaint relates to the difficulties she has experienced during the distribution of funds and closing of her Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”). Ms*** did provide all of the required documentation to close her account Due to an internal miscommunication, the closing process was not initiated We have now processed her distribution, have closed her account, and have waived the termination fee We apologize for the inconvenience and difficulties Ms*** has experienced with the closing of her account.If 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***@trustetc.com.Very truly yours,Elizabeth J*** Legal Counsel

January 20, 2016*** ***, Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408 Re: *** ***/ID ***Dear Ms***:We are in receipt of your correspondence dated January 14, 2016, concerning the complaint of our client, ***
*** Mr***’s complaint relates to the difficulties he has experienced during the distribution of funds from his Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”). Mr***’s account was transferred to Equity through the purchase of accounts from American Pension Services through a Receiver The delay in the transfer is a result of complications between the former Custodian and receiver We have contacted the transfer agent to facilitate the transfer and have credited the funds to the accountWe apologize for the inconvenience and difficulties Mr*** has experienced with the distribution of funds from his account and are working to instill confidence in future transactions with Equity.If 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 e.j***@trustetc.com.Very truly yours,Elizabeth J*** Legal Counsel

*** *** Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: *** *** *** ***Dear *** ***:We are in receipt of your correspondence dated July 1, 2015, concerning the rebuttal of our client, *** *** *** *** *** has additional questions concerning her complaint originally dated June 24, 2015. *** *** states that after an asset in her account was purchased, she is unable to account for the remaining balance of cash In 2009, the annual fees were not paid As is provided in our account application with *** ***, on March 20, 2009, the balance of cash was debited in partial satisfaction of our annual fee.*** *** also questioned the reason why her statement displays her initial funding as four separate deposits instead of one A review of the account indicates that four checks, from three different sources, represented funding for *** ***’s IRA, including one check from *** *** herself, and were received on four separate occasions The deposits were as follows:Check Dated AmountOctober 23, $13,812.61October 8, $ 4,000.00October 23, $12,328.73November 2, $ 9.87If we can be of further assistance on this or any other matter, please feel free to contact me at 440*** ***, or by email at ***.Very truly yours,Michael D** President

*** *** *** *** ** *** *** * ***June 16, 2017 Richard ** *** ***
*** *** ***
*** ** *** AcctNo.: *** Dear Mr***: We are in receipt of your letter to Matt *** in regards to your *** *** accountYou
have expressed your disappointment with our customer service department and the transfer out processYou have indicated you believe *** *** partially liquidated one of your assets resulting in a $5,change in value. First and foremost, I would like to personally apologize for your experience during the transfer our processThe lack of follow up from our customer service department you describe in this letter is not the quality of customer service we strive to provideI assure you we take all customer feedback seriously. During November 2016, you submitted paperwork to transfer your entire account to *** Trust Company*** rejected the transfer of the four *** ** *** assetsYou subsequently submitted Fair Market Value forms and documentation in support to remove three of the four *** ** *** assets from your accountPer your instruction, *** *** removed three of your *** ** *** assetsUnfortunately, *** *** removed the incorrect *** ** *** asset (** *** *** *** **) from your accountThis resulted in the $5,value discrepancy you describe in your letterWe have since corrected this errorThere was no asset liquidation. In order to transfer the *** ** *** asset remaining in your *** *** account, we will need a fully completed transfer form from your new custodian, *** *** ***Please forward this form to my attention so that I can ensure proper processingAll fees associated with the transfer of your remaining asset will be waived. Should you have further questions, please contact me directly. Sincerely,Erin M*** Equity Trust Company Equity Way I Westlake, OH I 440-323-(p) 440-366-(f) www.TrustETC.com

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
Regards,
*** *** ***
I never received instructions or a list of what do do with my moneySince I never heard from equity trust until they were running low on my moneyI have them about emails trying to cancelled without any successI sent a cancellation form they sent me on 12/23/by mailI believed also the person who recommended me to them should be investigatedThis is fraud

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
In talking to Brian, he said $total (no more) to get delivery of my gold, that may be what you are saying above but not sureThis still maybe too much becasue all the time I spent and of how this was handled but I do want to close this complaint, I told Brian I wanted to talk to my accountant firstRegards,*** ***

*** ***, Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: *** *** *** ***Dear *** ***:We are in receipt of your correspondence dated July 22, 2015, concerning the rebuttal of our client, *** *** *** *** *** has additional questions concerning her complaint originally dated June 24, 2015. *** *** states that she paid all of her fees through her VISA card, and we agree on that point Fees are to be paid on an annual basis prior to March While we agree that she paid her fees in 2009, they were not paid on a timely basis As provided in our account application, which she executed acknowledging her responsibility, and the custodial agreement mailed to her each subsequent year, the balance of cash can be debited in satisfaction of any fee owed for services provided As the fee was not paid by the due date, the cash balance in her account was debited on March 20, On April 3, 2009, the remaining balance of fees due for 2009 was paid through her VISA card In subsequent years, although the fees were not paid by the due date, there was no cash available in her account from which the fees could be taken to avoid any potential late fee As we waived her late fee in 2011, and as a courtesy, we are not prepared to waive this year’s late fee.If we can be of further assistance on this or any other matter, please feel free to contact me at 440-*** ***, or by email at ***. Very truly yours,Michael D** President

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

(The following was copy/paste by Revdex.com staff - LST)***December 19, 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 October 31,
concerning the complaint of our client, J*** ***Mr***'s complaint relates to his dissatisfaction with fees assessed on his Equity Trust account. Pursuant to our custodial account agreement, it is the client's responsibility to manage his account assets and pay any expenses related thereto by instructing Equity TrustEquity Trust is a self-directed IRA company and not a bankIn order to send out bill pay checks, we work with a third party bankAlthough the checks state they are void after days, it is our experience that the bank will continue to honor checks for some time after this day periodHonoring a check is controlled by the third party bank and not Equity TrustWe can stop payment on a check at the request of our client, but this request incurs a fee assessed by the bankIf a stop payment is not requested and checks remain uncashed, they will be escheated to the appropriate state authority. We have reviewed our records and confirmed that all four bill pay checks were issued and mailed as directed by our clientWe have provided Mr*** copies of the initial four bill pay checks issued from his accountsWe apologize for the inconvenience Mr*** has experienced as a result of these outstanding checksHowever, we cannot control the checks once they are issuedIf Mr*** wishes to avoid this situation in the future, we suggest opting to use certified mail to track delivery of bill pay checks. Mr*** did request a stop payment on two of the four issued bill pay checksThe checks were reissued on November 3, We confirmed that the checks have cleared our bankAs a one-time courtesy, we have refunded the two stop payment fees charged. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely, Elizabeth *** CC: John *** (with enclosures)

January 11, 2016*** ***, Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: *** *** ***Dear *** ***We are in receipt of your correspondence dated January 4, 2016, concerning the complaint of our client, *** ***
*** ***’s complaint relates to the difficulties he has experienced during the processing of closing his Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”). On November 13, 2015, we received a request from *** *** to transfer funds and close the account A review of the paperwork indicated further documentation was required Once that paperwork was received, the review and processing was delayed due to an influx of year-end processing requests The transfer of funds was completed prior to year-end and the account has been closed We apologize for the inconvenience and difficulties *** *** 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-*** or by email at ***.Very truly yours,Elizabeth J*** Legal Counsel

June 15, 2015*** ***, Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: *** *** *** *** ***:We are in receipt of your correspondence dated June 9, 2015, concerning the complaint of our client, *** *** ***
***’ complaint relates to his attempts to settle the assets in his IRA at Equity Trust Company (“Equity”) and link them to his brokerage account. In March 2014, Equity received documentation from *** *** for the purchase of a note secured by real estate As the collateral, the mortgage note, was not received at that time, the asset position remained in an “unsettled” state Equity later learned that there was no physical collateral attachment to the note Due to an error on the part of Equity, the system record was not adjusted to reflect this fact and the asset remained unsettled *** *** contacted Equity again on June 8, 2015, at which time the correction was made, and the asset was settled We apologize for the oversight and for any inconvenience this may have caused.We have reached out to *** *** to confirm the asset has been settled, and to determine whether or not he can view the asset through his brokerage account, but have been unsuccessful in our communication attempts If we can be of further assistance on this or any other matter, please feel free to contact me at 440-*** ***, or by email at ***.Very truly yours,Michael D** President

EQUITY TRUST COMPANY' February 24, 2016 *** ***, Trade Assistant (by email only) Revdex.com, IncEuclid Ave4th Floor Cleveland, OH 44115-2408 Re: *** ***/*** Dear Ms***: We are in receipt of your correspondence dated February 17, 2016,
concerning the complaint of our client, *** ***Ms***'s complaint relates to the delay she experienced during a transfer of her Individual Retirement Account ("IRA") at Equity Trust Company ("Equity") to a new custodianWe received transfer out paperwork for this transaction on December 29, Ms***'s account contained both cash and a brokerage accountThe brokerage account took longer than expected to reregister due to issues with the clearing firm ETC Brokerage usesThe reregistration of the brokerage account was confirmed on February 19, The check for the remaining cash balance was sent by overnight mail on February 18, and we confirmed receipt with the new custodianWe apologize if Ms*** found the timing of his distribution to be unreasonableHer account has now fully transferred to the new custodian and we consider this issue closed. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Very truly yours, Elizabeth J***

Revdex.com:
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,
*** ***

January 27,
*** ***, Trade AssistantRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408 Re: *** ***/ID ***Dear Ms***:We are in receipt of your correspondence dated January 26, 2016, concerning the complaint of our client, ***
*** Mr***’s complaint relates to the difficulties he has experienced during the distribution of funds to his Beneficiary Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”). Equity received Mr***’s beneficiary election paperwork on December 31, 2015, and did provide him status updates on the occasions he called to inquire about the transfer The asset held in the account is a Public REIT This asset is undergoing a change of transfer agent, and as a result, all actions related to this asset have been temporarily suspended We have contacted the transfer agent, who was unable to provide any further information As such, we cannot provide a timeframe to Mr*** as to when to expect the transfer of this asset We have apprised Mr. *** of this situation and have provided him a direct contact at Equity to whom he can direct any questions or concerns. We apologize for the inconvenience and difficulties Mr*** has experienced, and will continue to work to complete the transfer.If 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***@trustetc.com.Very truly yours,Elizabeth J*** Legal Counsel