Equity Trust Company Reviews 844

It was smooth

It is hit or miss who you speak with on the information you receive. My husband passed away last year and it was a complete nightmare getting the titles and paperwork transferred over to me. It took me hours on the phone weekly and took about 7 months. There is no consistency at ETC and it is evident that further training is needed in customer service. This is people’s livelihood. Do better ETC.

This company has been terrible since joining. I so wish I had gone back to my previous company, DIRECTEDIRA.
When you call you have to sift thru layers of people to find one who can help. Long hold times, many transfers of call, each person has a limited understanding of procedures so it take LONG times and multiple calls to get help. I am on hold right now to try to get help on something that was done incorrectly 3 days ago. They are so awful and no one cares. After 5 min on hold ,relatively short ,they are now transferring me. This is par for the course with them...so now I am on hold for someone who may or may not be able to help me with a transaction that should have already taken place. I have already filed forms and made MANY calls and STILL it never got processed because they are VERY COMPLICAted to work with and one person contradicts the other and things are not made clear...I could write a book but I will simply copy, what this box will allow of, my last email to them. I will tell you to go with directedira.com because they are a smaller company where the staff is all trained and does not speak with a difficult foreign accent half the time and where they are all trained and actually care. here follows what this site will allow of my last email as I sit still on hold waiting to reprocess the transaction I had placed days ago and that I have to redo today that will now delay me getting the thing completed for FIVE TO SIX more days!!!!!!! MY EMAIL OF TODAY:
FYI The below email was started and been typed as I make yet another call to Equity, now Jennifer is trying to help me but the email started 25 minutes before being transferred to her who is competent and has the added quality of actually caring.
Hello, Mae, et al, wondering why you have not closed this account per your verbal (Mae) acceptance of my desire, and my emailing you the written request you required 3 days ago.
Everything is so difficult and time consuming with Equity Trust. Perhaps they overload their employees.
I am once again on hold to try to get things done.
I spend so much time on these accounts, it has become a part time job causing delays and problems and confusion for me. Always talking with this one, that one, yet another one , another time , another call, another transfer, and on and on it has gone.

1- Second request:Please close the traditional account immediately.
2- Also, there was supposed to be a transfer of ALL my cash( obviously minus charges) from the Roth account to Titan Bank. I received an email saying the transaction would be completed by Oct 10 yet the money is still in my ROTH 201102493 on Oct 10!!! Imagine my dismay!!! Yet another problem !

There is a bank holiday on Monday which will cause further terrible delays on a transaction that was supposed to happen 11 days ago and counting.
Once again, I am on hold waiting to try to push these things through. It is exhausting.
I am asking that someone on your staff PLEASE address these issues and resolve them TODAY with no further calls and transfers and holds for me. The call I am now is on is 24 minutes and counting.....
............NOW I am on the phone with Jennifer who tells me that instead of paying the wire fee out of my funds (as I was told 3 days ago would happen and indeed requested it on your site) it took me calling to find out that you did not do that, and nobody bothered to let me know that in fact you had not taken the money but instead just let my transaction sit for THREE DAYS until I called after finding out that the cash was not with Titan Bank as promised today.
Now Jen is saying Laura reached out to me yesterday whatever that means, a little late in any case , she sure did not "reach out" far enough to actually reach me though. !!!!END result further delays into next week!!!!!!
Jennifer is going to try to make it all happen right now so that I am not delayed for yet another 4 or 5 days friday, sat,sun, mon, tues possibly wed next week getting the money to the title company. CROSSED FINGERS she can do it and that she calls me back today to say so.

For our self directed investment home the on line plat form has been easy to use in collecting rent and managing expenses.

Very easy to use website. Investor friendly

Equity Trust Co is Prompt, Reliable, and Trustworthy.

I want a dedicated person to oversee and complete my deals with. You've now changed to a system where there is No Person Only Unknown Anonymous emailer
to communicate with. Terrible Terrible what are you thinking?

Prompt, efficient service!!

The Customer Service folks are always very helpful in working through transactions and questions about navigating the web site.

They've always been great when I need information and very easy to work with.

Pretty standard service, sometimes infuriatingly slow and complicated. Even Gold Level service isn't great. We were promised some features that really weren't available when we needed them-- like a checking account, and connection between our two accounts. We have to inquire to get our RMD amounts out of them, rather than being notified each year. Every month I have to send them a deposit email, after 7 years of the same rent income coming in. Lots of glitches in general.

Your Company is great and Good customers support

The timely response and quality

Very difficult to manage my rental property expenses.

Despite a rocky start and less than stellar communication, having a dedicated person to have on my case was very effective. The case manager or whatever their title, effectively communicated well with the closing agent. Yet, it’s still early so I may have to come back and re-evaluate the service. There are some really easy things they can fix. But I don’t want to get into it here.UPDATE: so after writing this, we went weeks back-and-forth with the seller and the closing agent telling us that we cant close because HUD would not accept it. Equity Trust was on the email communications but never responsed. When I called Equity Trust they told me that over and over “it says that the transaction is complete“. Yes that is true if you mean “You sent forms to your closing attorney and they received them”. “But there were issues. I’m asking you to get involved so we can close” It’s a very transactional company who will always default back to “ We can’t advise you and we’re just a custodian.” You can see the problem here is if issues arrive at closing, you’ll need to ask yourself will you get any support from Equity Trust when things don’t go as planned? And you know that they charge you hundreds of dollars to maintain the account and they most certainly charge you other smaller miscellaneous charges for wiring fees and processing fees, etc. So there is an expectation of some modicum of service.

I went with Advantage Gold who I would also not recommend. I had a purchased gold coins to be placed in Delaware Depository and used Equity Trust as the custodian for the IRA. Over $100,000 of coins went missing on transfer from Delaware depository in Delaware to their Nevada facility, March 2023. I was finally informed of this matter around March 2025! From what I can deduce the missing coins were supposedly delivered to an Amazon Fulfilment center. If this is the case, there is a docking personal in Amazon that hit the jackpot or a UPS driver who may be nearing retirement. Bottom line is I have called on numerous occasions and email TRISHA THIBODAUX who never returns my calls. Advantage Gold said they would replace the coins, still waiting! When you have a depository, trust company, the seller of the physical gold and the company through whom I made the purchase fingers point everyone, but none point to any of themselves as taking responsibility. It seems I have no option but to litigate, this will cost me and those involved even more money!

Equity is absolutely horrible. I couldn’t run from them fast enough .. useless customer service and overpriced services.. if they let me put zero stars I would

No app. Very difficult to sign in. Hard to navigate the website

I have been a customer for over 10 years and I have experienced a decline in customer service significantly over the past 3 years. For basic transactions they are ok with their automated system. If you need a disbursement or anything that requires some explanation, the front line customer service team is completely incapable. I have to make several phone calls just to make sure it happens. And I have to speak to a team leader/supervisor to resolve some issues. I am currently investigating other companies to shift my account. I hope that George Sullivan reads some of these reviews and is taking action... My concern now is over the solvency of Equity Trust?

I bought a gold and silver IRA from Hartford gold and Equity Trust handles the paperwork. I cancelled it because the fees Equity Trust charge are ridiculously high!! As a parting shot , when Hartford gold liquidated my position, Equity Trust,gave me a parting shot by charging me $250 dollars to close my account and snail mail the check to the company I transferred it to!! Never called me or bothered to tell me, no final statement with the amount and fee!! Never put gold and silver in an IRA, It was a huge mistake! Even though my gold and silver had almost doubled, their fees kill the return. As a retired financial planner of over 30 years, I would discourage anyone putting gold and silver in an IRA account, I will never recommend Equity Trust. By the very definition of a fiduciary, they are the opposite.