Equity Trust Company

We are in receipt of your correspondence dated February 26, 2016, concerning the complaint of our client, [redacted]. [redacted]. Mr. [redacted]'s complaint relates to the transfer out to a new custodian of his account held at Equity Trust Company ("Equity"). Although Mr. [redacted] first requested a...

transfer of his account (including cash and an asset) in mid-2015, the receiving firm ([redacted]) rejected the transfer due to the nature of the asset in the account. Mr. [redacted] was notified of the rejection and advised he would need to liquidate his asset in order transfer the cash value of the asset to [redacted]. Mr. [redacted] delivered liquidation instructions to Equity in August 2015. Those instructions were transmitted to the asset provider for execution. On October 9, 2015, Equity received a check from the asset provider for credit to Mr. [redacted]'s account pursuant to the liquidation of the asset. Mr. [redacted]'s cash balance was promptly transferred to [redacted] on October 12, 2015. After transfer, Equity refunded $200 to Mr. [redacted]'s account due to a prior overpayment of fees. The refund should have been swept from Mr. [redacted]'s account to [redacted] but was not due to a system error. When Equity Trust was notified of the error, we promptly initiated a sweep of these remaining funds to [redacted]. Mr. [redacted]'s account now has a zero balance and will be closed. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Very truly yours, [redacted] 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 requested. You have the FINAL K1 as 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.

(The following was copy/paste by Revdex.com staff - [redacted]October 2, 2017 Revdex.com, Inc. (by email only) 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint [redacted] To Whom It May Concern: We are in receipt of your correspondence dated September 14,...

2017 concerning the complaint of our client, [redacted]. Mr. [redacted]'s complaint relates to the valuation of an asset held within his self-directed [redacted] account. He has requested Equity Trust provide documentation to support his asset valuation and amend his 2016 tax reporting. Equity Trust is a passive self-directed [redacted] custodian. Equity Trust does not monitor investment performance or assign values to investments. Mr. [redacted]'s Agreement with Equity Trust states: In reporting values for the assets held in custodial accounts, we use reasonable, good faith to ascertain the fair market value of each asset. For 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 instruments. For those custodial assets where fair market value is not readily ascertainable, you agree that you provide to Equity a qualified independent appraisal of the asset. If 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 cost. For 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 reported. You 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 purpose. When Mr. [redacted] purchased the [redacted] stock, now known as [redacted], it was a private stock. As the value of private stock is not readily ascertainable on an established marketplace, it was his responsibility to provide a fair market valuation for the nontraditional asset. During the past 7 years, we have not received an updated valuation on this asset so we have continued to report the last known value on Mr. [redacted]'s quarterly statements. If this valuation was incorrect, it was Mr. [redacted]'s duty to provide us with a correct valuation and supporting documentation for that valuation. The account maintenance fees Mr. [redacted] paid were based upon this account valuation. We have administered his account pursuant to our account agreement and will not complete any fee refunds at this time. We will also not complete any amended tax reporting for Mr. [redacted]. It was also Mr. [redacted]'s duty to inform Equity Trust that an exchange related to his asset had taken place. He would have needed to complete the paperwork necessary to direct Equity Trust to complete the exchange. Since we became aware of the exchange through your correspondence, we have begun the process of exchanging the original [redacted] stock certificate for a [redacted] certificate. As soon as this exchange is complete with the transfer agent, Mr. [redacted] will see the exchange occur on his statements and be reflected in the fair market value of his account. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely, Elizabeth J[redacted] CC: [redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]December 19, 2017 Revdex.com, Inc. (by email only) 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint [redacted] To Whom It May Concern: We are in receipt of your correspondence dated November 11,...

2017 concerning the complaint of our client, [redacted]. Ms. [redacted]'s complaint relates to her dissatisfaction with fees assessed on her Equity Trust account. First and foremost, we would like to apologize for the lack of follow up from our customer service department. The level of service Ms. [redacted] describes is not the quality of customer service we strive to provide. We apologize that she was disappointed with our security procedure, however, these procedures and questions are in place to ensure the protection of our client's personal information. After a review, we have determined that Ms. [redacted] opened a Roth and a traditional account during June 2015. A review of our records indicates that she intended to convert her traditional account funds to Roth funds but Equity could not complete this transaction because neither of her accounts were funded at that time. Ms. [redacted]'s Roth account was never funded and was closed without any fees assessed. Her traditional account was funded and remained. We have determined that all fees paid were properly assessed, however, as a courtesy, we have refunded the 2017 account maintenance fees and termination fee ($430). If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely, Elizabeth [redacted]CC: [redacted]

EQUITY TRUST COMPANYMarch 21, 2017 [redacted] (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint [redacted] Dear Ms. [redacted]: Elizabeth *. J[redacted] General Counsel Direct 440-323-5491 x7190...

bj[redacted]@trustetc.cornWe are in receipt of your correspondence dated March 15, 2017 concerning the complaint of our client, [redacted]'s complaint relates to fees he was assessed for non-compliance with 990-T tax preparation deadlines. Equity Trust previously corresponded with [redacted] regarding this issue during July 2016. Pursuant to our 990-T fee schedule, Equity Trust charges a $50 non-compliance fee to any account for failure to respond and/or provide documentation in a timely manner. On November 29, 2015, [redacted] returned the "Other Engagement" form for 2015 990-T preparation. On 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, 2016. A thorough review of our records shows that Equity Trust did not receive a copy of his filed tax returns until June 9, 2016. The $50 fee was properly assessed against [redacted]'s account. In order to resolve this matter, Equity Trust previously requested documentation showing that the copy of [redacted]'s tax return was sent to Equity Trust. To this date, Equity Trust has not received the requested information. If 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 1 Equity Way I Westlake, OH 44145 440-323-5491 (p) 1 440-3663750 (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

From: [redacted]Date: Wed, Nov 18, 2015 at 11:50 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 immediately. Thank you,Vickie

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® March 30, 2017 Rhonda Whitelock (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint [redacted] Dear [redacted]: Elizabeth ** J[redacted] General Counsel Direct 440-323-5491 x7190 [redacted]  We are in receipt of your correspondence dated March 23, 2017 requesting an additional response in this matter. [redacted] claims we are attempting to collect duplicate fees on his account. Although [redacted] was initially charged account maintenance and termination fees, we have issued a refund to him by check. Therefore, not only is the allegation of duplicate fee payments unfounded, but [redacted] has been reimbursed fully for the one set of fees he did pay. His account is closed and he will not receive additional fee assessments. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely,Elizabeth J[redacted] Equity Trust Company 11 Equity Way 1 Westlake, OH 44145 1 440-323-5491 (p) I 440-366-3750 (f) www.TrustETC.com

Hi,Attached is my booking records that I paid to Equity Trust Company since 2006 to 2014. 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 statements. I 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, too. Since I do not have money in Equity Trust Account, They should not charge me for the maintenance fees from 2009 to 2014, I would like to ask for those maintenance fees to be refunded back to me ASAP. Thanks for your assistance in advance,[redacted]

March 24, 2016 [redacted], Trade Assistant (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 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 difficulties he faced in connection with a requested asset valuation with his account at Equity Trust Company ("Equity"). To update the fair market value of an asset, Equity Trust requires a completed Fair Market Value form signed by the asset provider and notarized. Mr. [redacted] submitted the required form but it was not notarized by the asset provider [redacted]. [redacted] subsequently sent in a letter of instruction that they would not provide a notarized copy. As such Equity Trust was able to accept this letter of instruction in lieu of a notarized form. The fair market value of Mr. [redacted]'s [redacted] asset has since been updated. We apologize for any inconvenience the delay caused Mr. [redacted]. 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[redacted]

December 9, 2015[redacted], Trade AssistantRevdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Re: [redacted]
[redacted]:We are in receipt of your correspondence dated December 4, 2015, concerning the complaint of our client, [redacted]...

[redacted].  [redacted]’s complaint relates to the deposit of funds to his Individual Retirement Account (“IRA”) at Equity Trust Company (“Equity”). Funds were sent via wire transfer to [redacted]’s Equity Trust account on November 19, 2015.  Due to an error in posting, the funds were misapplied to another account, causing a delay in the posting of the funds to his Equity account.  The funds have been deposited appropriately to [redacted]’s account.   We have spoken with [redacted] and believe we have resolved his concerns to his satisfaction.  Equity Trust is committed to customer satisfaction.  We apologize for the inconvenience and difficulties [redacted] experienced with the deposit of funds to his account, and trust future interactions will restore his confidence in Equity Trust.If we can be of further assistance on this or any other matter, please feel free to contact me at 440-323-5491 x[redacted], or by email at [redacted].Very truly yours,Michael D**  President

Attached please find our response to Mr. F**'s complaint.

Attached please find our response to the above referenced complaint.

September 21, 2015[redacted], Trade AssistantRevdex.com, Inc.2800 Euclid 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 2009 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 [redacted] [redacted]’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 2010 – 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

Equity Trust Company only mailed me the receipt and statement from the year 2006 to 2008; they did not send me any receipts or statements from the year 2009 to 2014.
I paid the annual fees via my VISA every year:
2009 VISA card ending#[redacted] $300 taken out by Equity Trust on 2/18/2009.
2010 VISA card ending#[redacted] $300 taken out by Equity Trust Company on 2/20/2010
2011 VISA card ending#[redacted] $300 taken out by Equity Trust Company on 2/22/2011
2012 VISA card ending#[redacted] $300 taken out by Equity Trust Company on 2/16/2012
2013 VISA card ending#[redacted] $299 taken out by Equity Trust Company on 6/3/2013
2014 VISA card ending#[redacted] $315 taken out by Equity Trust Company on 6/3/2014
Why Equity Trust took my money but shown missing payment history from the year 2009 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]

[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.]
Revdex.com:
I have reviewed the response made by the business...

in reference to complaint ID [redacted].  While I dispute a couple of the stated facts, I do find that this resolution is satisfactory to me. 
Regards,
 [redacted]

EQUITY TRUST COMPANY® April 12, 2017 Rhonda W[redacted] (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint [redacted] Dear Ms. W[redacted] Elizabeth A. J[redacted] General CounselDirect 440-[redacted] We are in receipt of your correspondence dated April 3, 2017 requesting an additional response in this matter. Mr. B[redacted] has requested we send him the forms necessary to close his account directly. All of our forms are available on our website as well as our client portal eVantage. Mr. B[redacted] also received these forms previously from our customer service representatives. As a courtesy, we have mailed a copy of these forms to Mr. B[redacted] as a further attempt to bring this matter to resolution. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely, [redacted] 
[redacted] 
[redacted]

EQUITY TRUST COMPANY April 29, 2016 [redacted], Trade Assistant (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 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 IRA. In 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 documentation. In 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 asset. As 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 back. Until 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 asset. 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[redacted]

Attached please find correspondence.