Equity Trust Company

EQUITY TRUST COMPANYAugust 5, 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 August 1, 2016, concerning the...

complaint of our client, [redacted]. Mr. [redacted]'s complaint relates to a check issued by Equity Trust on his behalf that has not yet been received by the intended recipient. Pursuant to the Custodial Agreement Section 8.03, "By performing services under this Agreement [Equity Trust] [is] acting as your agent. You 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]'s account. Equity Trust is a passive self-directed IRA custodian. When Equity Trust clients make an investment, they have four options to send funds listed on their Direction of Investment. They can wire the money, send a cashier's check with tracking, send a check by overnight mail, or send a check by regular mail. Mr. [redacted] chose to send a check by regular mail. Should Mr. [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 fee. We need an instruction from Mr. [redacted] in this regard. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely truly yours, Elizabeth J[redacted] cc: [redacted] (with check copy)

EQUITY TRUST COMPANYFebruary 10, 2017 [redacted] Revdex.com, inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint [redacted] Dear Ms. M[redacted] We are in receipt of your correspondence dated January 4, 2017 concerning...

the complaint of our clients, [redacted]. The [redacted]'s complaint relates to their dissatisfaction with the way Equity Trust's 2017 account maintenance fees were assessed for their respective accounts. Equity Trust assessed 2017 fees in its customary manner and based upon the [redacted]'s December 30, 2016 account value. We have verified that each account value was accurately reflected on that date based on the records and information available to us. In addition, we have determined that each account was assessed the correct fee based on the account value shown on December 30th. Despite these facts, we have contacted Mr. and Mrs. [redacted] to work through the matter. We are confident that the matter will be resolved to their satisfaction. If we can be of further assistance on this or any other matter, please feel free to contact me directly. Sincerely, Elizabeth [redacted] Equity Trust Company

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]

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]  
If they were really interested in closing this matter they would have mailed the required forms or contacted me directly to solve the issue but they have NOT!!! They are a poorly run and managed company who does NOT care, just want to cover their as!!!! So the two of us are wrong and they are right, I DO NOT THINK SO!!!!Their poor response is proof positive because NOT ONCE did they say we would contact him and get the situation resolved!!! I thank the Revdex.com for their time and efforts. [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.
This response clearly demonstrates there lack of professionalism and understanding of the problem. First of all he refers to this as a IRA account and it is a HSA account. They are blaming the problem on American pension services and it makes no difference they are the trustee and are the only ones who have control of my money. In one of my many many conversations with representatives from equity trust they stated that if I would simply pay them $50 they would expedite my process and that was 1 December. It has been seven weeks since my original request and I have received nothing and very little correspondence from them. I made the request the first weekend December in order to comply with physical year 2015 and since funds were not delivered to me in 2015 I am unable to comply with IRS regulations as it is now 2016. I have contacted the Revdex.com in order to put pressure on equity trust to comply with my request and distribute my money allowing them to simply place the blame on someone else is unacceptable.
Regards,
[redacted]

EQUITY TRUST COMPANY® February 28, 2017 [redacted] (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: Revdex.com Complaint [redacted] Dear Ms. M[redacted] Elizabeth [redacted] General Counsel Direct 440[redacted]  We are in receipt of your correspondence dated February 15, 2017 concerning the complaint of our client, [redacted] His complaint relates to his dissatisfaction with our customer service while funding a new investment. Mr. Z[redacted] first contacted Equity Trust to obtain a statement of account on February 1, 2017. At that time, a representative of Equity Trust emailed the requested document to his email on file. Mr. Z[redacted] never received this document and called back on February 3. A different Equity Trust representative emailed the documentation a second time and remained on the phone to ensure that he received the document. Mr. Z[redacted] requested a supervisor callback at this time. On February 9, 2017, a customer service supervisor called Mr. Z[redacted] at the number on file but could not leave a voicemail. On February 10, 2017, Mr. Z[redacted] called Equity Trust to ask about the real estate investment process. A member of our customer service team walked him through this process including all documentation necessary. Equity Trust received investment documentation from Mr. Z[redacted] on February 13, 2017. He was assigned an Investment Liaison the same day. The Investment Liaison noted a few deficiencies with respect to the documentation and contacted him to discuss. On February 15, 2017, the investment documentation was determined to be in good order, Mr. Z[redacted] paid all of the necessary fees associated with the transaction and Mr. Z[redacted]'s investment was funded. While it is our position that Mr. Z[redacted]'s transaction was well within our service levels, as a courtesy, Equity Trust refunded the $75 Expedited Processing fee to his credit card. We apologize for any inconvenience Mr. Z[redacted] 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 [redacted] Equity Trust Trust Company  [redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]January 2, 2018 Revdex.com, Inc. (by email only) 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408  Re: Revdex.com Complaint 12553616 To Whom It May Concern:  We are in receipt of your correspondence dated December 12,...

2017 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 department. The level of service Mr. [redacted] described in his complaint is not the level of customer service we strive to provide. We take all customer feedback seriously.  After receiving his complaint, Equity Trust worked directly with Mr. [redacted] and [redacted] with regard to this matter. We 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 account. When 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 request. We have subsequently closed Mr. [redacted]'s Equity Trust account and refunded the termination fee Mr. [redacted] paid. He will receive a 1099 for the amount that Equity Trust sent to [redacted] during 2013 to establish the individual investment account. Mr. [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 directly. Sincerely, Elizabeth [redacted] CC: [redacted]

Attached please find our response to Mr. A[redacted] complaint.

Attached please find our response to Mr. A[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, 01-I 44115-2408 Re: Revdex.com Complaint [redacted] To Whom It May Concern: We are in receipt of your correspondence dated November 22,...

2017 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 account. Mr. [redacted]'s account remains open because it contains an asset, [redacted] currently valued at $200,000. 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 assets. The 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 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 will 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. In 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 valuation. In the alternative, we will accept a fully completed form reporting a new value with a notarized signature of a third party valuator. Mr. [redacted] has not provided any documentation to support his proposed change in asset value. The forms he previously provided were incomplete. In 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 form. Mr. [redacted] can forward this documentation to my attention so that I can ensure proper processing. 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]

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, 2016.  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, 2016.  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, 20916 date on it, please send me a copy.  Otherwise, ETC should return the money it stole from our accounts.
Regards,
[redacted]
[redacted]

Date Sent: 3/9/2017 12:00:00 AMEQUITY TRUST COMPANY®March 7, 2017[redacted] (by email only) Revdex.com, Inc.2800 Euclid Ave. 4th Floor Cleveland, OH44115-2408Re: Revdex.com Complaint [redacted]
Dear Ms. W[redacted]Elizabeth A. J[redacted] General CounselDirect 440-[redacted]...

[redacted]  We are in receipt of your correspondence dated March 1, 2017 concerning the complaint of our client, Clinton B[redacted]. Mr. [redacted] complaint relates to his desire to close accounts belonging to his brother and himself. [redacted] alleges that he previously sent Equity Trust the necessary information to close these accounts.In order to close his account, [redacted] must complete a Fair Market Value form and include documentation supporting a change in value for the B[redacted] LLC asset. During his previous attempts to close this account, [redacted] did not provide documentation necessary to support a change in value. [redacted] also needs to complete a Distribution Form to close the account. Mr. [redacted] will need separately to complete both of these forms to close his account. Please return this forms to the attention of the Legal Department so that we can ensure prompt processing. We apologize for any inconvenience [redacted] 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[redacted]
Equity Trust Company  1 Equity Way  'Westlake, OH 44145 440[redacted]

December 22, 2015[redacted], Trade AssistantRevdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408 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 440-323-5491 x[redacted], or by email at [redacted].Very truly yours,Elizabeth J[redacted]  Legal Counsel

EQUITY TRUST COMPANY February 15, 2016 [redacted], Trade Assistant (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Re: [redacted] and [redacted]/1D [redacted] Dear Ms. [redacted]: We are in receipt of your correspondence dated...

February 9, 2016, concerning the complaint of our clients, [redacted] and [redacted]. The [redacted]s' complaint relates to customer service difficulties they have recently experienced with their self-directed Individual Retirement Accounts ("IRA") at Equity Trust Company ("Equity"). Additionally they wish to transfer their accounts to another custodian. The [redacted]'s complaint indicates they may have misunderstood Equity's role with regard to transactions in their IRA. Equity is not an advisor or otherwise a "fiduciary." Equity is a state chartered trust company. We are a passive IRA custodian. Our Custodial Account Agreement makes clear, "[b]y performing services under this Agreement we are acting at your direction and on your behalf. You acknowledge and agree that nothing in this Agreement shall be construed as conferring fiduciary status upon us." The [redacted]s allege that Equity lost or mishandled their funds. We are currently investigating the [redacted]s' allegations and will provide an explanation for the alleged missing payments. First, however, our account resolution team has contacted the clients for more information such as amount, date, check #, etc. to assist us in researching and responding to the allegation. Second, to facilitate their upcoming transfer out, the clients will be instructed to complete transfer out paperwork for submission to their new custodian. Our account resolution team will work with them to expedite the transfer out process. Third, once the transfer out paperwork is received, we will waive any applicable termination and reregistration fees as an accommodation to these clients. 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]

[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], and find that this resolution is satisfactory to me.  Even though the content of their response is inaccurate from what was explained to me, the outcome is what we are seeking and that has been accomplished.  Thank you.
Regards,
[redacted]

Erin C[redacted]9:33 AMto me I have waived all fees for this client.  He has no outstanding invoices.

EQUITY TRUST COMPANY® May 11, 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 late fees he was assessed for failure to timely pay his account maintenance fees for his Equity Trust account. Mr. [redacted] received a late fee for his 2014 fees as they were not paid until August 2014. He did not pay the late fee until September 2015. Mr. [redacted] added a credit card in September 2015. However due to our recent system conversion, this credit card information was not retained. A 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 invoices. As a courtesy to Mr. [redacted], Equity Trust will waive his 2016 late fee if he pays his account maintenance fees by May 24, 2016. 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] Equity Trust Company I 1 Equity Way j Westlake, 011 44145 440-323-5491 (p) j 440-366-3750 (f) www:TrustETC.com

EQUITY TRUST COMPANY® May 6, 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 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 2016. Because Mr. [redacted]s account was open at Equity during January and February, he was charged account maintenance fees for 2016. Equity Trust also charges customers a termination fee, fully disclosed in our custodial agreement, in connection with an account closure. Although both fees have been properly assessed to Mr. [redacted]s account, as a courtesy to Mr. [redacted], Equity is willing to waive its customary $225 termination fee. Mr. [redacted]s account is now closed and no further fees are due. 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]

EQUITY TRUST COMPANY®March 10, 2017 Rhonda [redacted] (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408Re: Revdex.com Complaint1[redacted] Dear Ms. W[redacted]: We are in receipt of your correspondence dated March 7, 2017 concerning the complaint of our...

client, Alan [redacted] Mr. T[redacted]'s complaint relates to fees associated with the closure of his Equity Trust account. Mr. T[redacted] submitted paperwork to close his account during December 2016. He paid a $225 termination fee to close his account on December 30, 2016. His account was closed during January 2017 and Equity Trust transferred his precious metals to his new custodian. Equity Trust charged a $150 precious metals storage fee for any account that held metals on January 1, 2017. As Mr. T[redacted]'s account was still open on that date and held metals, he was charged the $150.00 storage fee. As a courtesy, Equity Trust reimbursed Mr. T[redacted]'s credit card for the $150 fee on March 9, 2017.  We apologize for any inconvenience Mr. T[redacted] 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,Equity Trust Company 11 Equity Way Westlake, OH 44145 440-323-5491 (p) 440-366-3750 (0 wwwTrustETC.com

EQUITY TRUST COMPANY® January 25, 2017 
[redacted] (by email only) Revdex.com, Inc. 2800 Euclid Ave. 4th Floor Cleveland, OH 44115-2408 Elizabeth *. J[redacted] General Counsel Direct 440-323-5491 x[redacted]  Re: Revdex.com Complaint [redacted] Dear [redacted]: We are in receipt of your correspondence dated January 20, 2017 concerning the complaint of our client, [redacted]. On January 13, 2017, Equity Trust emailed [redacted], with a copy to the Revdex.com, regarding the fees due on his account. The fees owed were as follows: • $75 termination fee (we are willing to reduce this from the customary $225 termination fee set forth in our contract) ¦ $150 metals storage fee (charged by the metals depository) ¦ Shipping fees-estimated to be $75 Brian H[redacted], the supervisor of Precious Metals, spoke with [redacted] and outlined the fees due. He stated that he needed to speak with his accountant before he completed the distribution. We have not heard from [redacted] since that time. Until [redacted] calls in and authorizes the charges to his credit card, Equity Trust cannot process his distribution. 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