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January 2024 by John DeLuce
I am in the process of having them set up my self directed IRA. They could not be more helpful. A pleasure to work with them.
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August 2023 by Carmelita W.
Notice of Levy been given to Wells Fargo Bank against: Equiniti Trust Company Disbursing Agent for THE TRAVELERS COMPANIES, INC.,In Amount: $23,000,000.00 Twenty Three Million Dollars and no cents, In Favor: Larry Wetzel 308 Marshall RD. Meigs, Georgia without recourse.
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August 2023 by Michael M.
Agree hard to work with. They go through periods where they are very responsive then period when they are not. Not sure if it is high turnover or what. I submitted account correction, 5 or 10 minutes job on 7/31 and it is now 8/11 and I'm still waiting for the account values to be updated. It isn't rock science, yet help desk has to forward it to someone else who doesn't seem to either make it a priority or is overwhelmed with other more important things to do.
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July 2023 by Caryn2284 S.
I don't understand how this company has any positive reviews. My only guess is, the individuals leaving positive reviews have never had an issue outside of day to day business that needs addressed. ETC's customer service is non existent - McDonald's has better customer service. If the vision of a perfect days for you involves calling the IRS and spending hours on hold, you're a perfect fit right as an ETC customer. Just to give you an idea, an average hold time to reach a customer service member is 45 minutes plus. My last call to them was over an hour and a half on hold - just to talk to someone. Then, when you finally reach a live person, say a little prayer that they don't disconnect you or the whole process starts over. In case you think they might be more responsive via their "help desk" email, jokes on you - they can take days or weeks to respond if anyone responds at all. My dad has a SDIRA with equity and has been a customer for years, upon his passing, the account went to me. However, do you think that I can get them to transfer this to me? Nope. I have spent hours and hours on the phone and sent numerous email communications, pages of documentation including certified court documents. I email, nobody responds, then I call in, wait on hold forever and an associates instructs me that I need XYZ, I complete it and receive an email saying they don't have the right information. It's like groundhog day, but in a nightmarish sense. When I first started all this, I ACTUALLY wanted to keep the account with Equity, but after the awful experience I've had dealing with them, all I want to do is never speak to another ETC employee ever. Quite frankly, I don't have time to call them several times a week, spend hours on hold, send multiple emails and still nothing happens. I've been working on this for over a MONTH. This company is beyond pathetic. Save your time, and your sanity and find another competent SDIRA company. It really can't get much worse than this and I can assure you, they won't value your business. I have sent dozens of emails, I have submitted numerous documents and then every time I call to follow up on it (don't expect them to ever help with that) I'm mysteriously missing something. I can't wait to get this account transferred - if it ever happens. RUN - as far away from this awful company as you can. If you don't believe my experience, just read the other Yelp reviews. They're all saying the same thing.
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July 2023 by Miss A.
started funds transfer for my pension. I initiated transfer because I was told it would take 2-5 days to complete transfer. For a month I dealt with employees telling me that I didn't send all documents which was a lie, then they further wasted my time by telling me to change my pension to cash before transfer. After month of emails and being denied the right to speak to a supervisor. They have Alex the team lead call me. I told her of the false advertisement that mislead me in reference to the 2 to 5 day transfer time. This false advertisement and the lack of knowledge on there staff as well as the bad advice I received to change my pension to cash instead of in kind was the last straw. Alex told me that my request to cancel this transaction was successful, and their is no further action necessary. A month after our talk I got an email that said they have my pension. I spoke to Alex again and she spent our conversation yelling and talking over me. Lying about her clear error because now she has my pension. This is a SDIRA I decided not to use their services. They still took my money even after confirming cancelation of transfer over a month prior to them taking my money from a custodian I trust. This company's false advertisement of 2-5 day transfer lack of knowledge and their inability to have a supervisor call me has made me decide to call an attorneyI wish I could give them zero stars
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June 2023 by Eric G.
Words cannot describe just how awful it is to work with Equity Trust Company. Expect to spend hours of your life on hold, even after paying for Gold Level Service. You will rarely speak to the same person but that's ok, because they are all equally untrained and unhelpful. You might console yourself thinking that the pain will end when you die. But unfortunately, the pain is now multiplied, and passed on to your heirs. Perhaps you might want to transfer your holdings to another trust company. You can be Equity Trust will do everything in their power to make that a byzantine task. Run away, far, far, away! Life is too short to have to deal with these clowns.
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June 2023 by Rachel M.
Equity was wonderful to work with while I had my Roth IRA with them. And when the time came to close my account, Baird Hansen was incredible. He helped ensure that I had access to my cash and assets almost immediately as soon as I requested through my portal. It was easy, efficient, and I will return to Equity trust as when the time comes as they proved to be a trustworthy and professional company to work with, and customer service par none. Thank you Baird and Equity!
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June 2023 by Rose R.
Ugh. Impossible to work with. Customer service somewhat lacking. Would not recommend this service if you are able to avoid it.
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June 2023 by Danielle Davis
I wish I could give zero stars! Yesterday I called Equity and was on hold for 43 minutes before I had to hang up for a meeting. Today I called again and sat on hold for 1 hour and 15 minutes before I had to hang up. That is ridiculous!!
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May 2023 by Joe H.
Terrible automated phone service - I have had to wait 15-20 mins only then to get an automated response saying I can have a call- back. Why not tell me that right up front?They also really need a better handle on being able to verify check information, God forbid that you need a copy of a cancelled check, it could take weeks to get that from them.
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March 2023 by Jeff R.
I have been with Equity Trust since 2007 so I am a long-time customer. I am baffled by the 4 or 5 star reviews and wonder if they are for this company.I LOATHE having to contact Equity Trust - phone wait times for customers are often over 45 minutes, sometimes over an hour. Messages are not returned. They do not have a system to save my place in line and call back when its my turn. I am forced to listed to their hold music and message play over and over again.My impression is that they'd be happy if I never contacted them and did everything electronically. Pay your fees. See your account. Process your paperwork. Do it all from your laptop. But by God, please don't ever call us! This is what I imagine they say to themselves. The reason I have to call is one of their online features doesn't work so I have no choice.And this is not a COVID-issue. They have been awful at answering the phone for YEARS! I tell the representatives every time I speak with someone to no avail. I'm so frustrated that I'm looking for another self-directed IRA administrator.
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February 2023 by Judy B.
They never answer the phone, unless you want to open a new account. I am trying to close my account currently and again, I just get a lot of recordings telling me what to do to get in touch with the right dept. No one ever responds to my left phone phone messages or to my emails....
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January 2023 by Noah F.
Equity Trust Company uses deceptive practices to extract exorbitant fees from clients. The quality of the services they deliver aren't worth the fees and it is clear to me that this is a fee harvesting business. I attempted to close my account with Equity Trust Company as the product no longer made sense for my needs. I spoke with a customer service representative over the phone in early December over a month before my account was due for annual renewal to ensure that the account would be closed before an annual renewal fee was charged. The first hoop I needed to jump through was to submit a distribution form closing my account and to send it to the company over email. I asked the customer service representative if it mattered what email I sent the distribution form from and she responded no. Additionally, she asked if there was an email I would like her to send the form too. I gave her my preferred address to that I could submit the form via my phone. After receiving the form I filled it out, promptly resubmitted it, and asked for verification of receipt. Fast forward 2 weeks...I have not heard back from the company and decide to follow up. Dead silence. Fast forward to the SATURDAY BEFORE ANNUAL RENEWAL and I hear back from customer service telling me that the distribution form did not come from the email registered with my account and will not be accepted. No matter that I had asked customer service if the email address I used to submit the form mattered and they told me no, no matter that when I submitted the distribution form and then a follow-up email I asked for verification of receipt. This company uses misleading practices to harvest fees from its customers. Don't use Equity Trust Company products, it's not worth the hassle if you are someone looking for a return on your time and money commensurate with the fees you are paying them.
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January 2023 by Ann S.
Totally do NOT understand the negative reviews! I have been with Equity Trust for over 10 years and closed many private money transactions with them and every single one was fast and efficient. Maybe because I always request "expedited"? Within 48 hours, the funds are released from my account and arrive where they need to be.The customer service is the best! Calls and emails are returned same day.I HIGHLY recommend this SDIRA! I wish I could give them 10 stars! Thank you, Equity Trust !
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October 2022 by Ruthie J.
This company never shows me what is going on in my accounts.Document uploads go to some level of hell, never to be seen again.If I have questions, I have to go through at least 3 people.It is the most backwards.I hope I can get out ASAP.
