Etrade Online Complaint - Leter to complain about customer service

Review by TrangHoaiphan on 2001-01-17
BRAINTREE, MASSACHUSETTS -- As of January 03rd, 2001 I have sent a check (#5897) to Etrade with Priority mail. The Fedex tracking number is 820409605835 to the following address:
E*TRADE Securities, Inc.
66 Brooks Drive
Braintree, MA 02184-3800

Base on Fedex, the mail have arrived to the above address at 9:15 AM on 01/04/2001 and the person who signed the letter was S.ORDILLO.
After 3 days waiting for the check to be update into my account, I called Etrade customer service and also sent email to them back and forth. They kept promise with me that they doing the research on the case and it take about 24-48 hours. Finally, on Tuesday, January 16th I got the call from 1 of Etrade customer service to confirm that my check has been lost. That is 12 days after the check arrived. To all of the online brokers that I have been, this is the first time ever happen and I think it require a serious attentions for Etrade managerment.
Comments:2 Replies - Latest reply on 2008-05-01
Posted by Anonymous on 2001-01-31:
January 31, 2001

XuanHoa Le
RE: MY3CENTS.COM Consumer Incident #10181

Dear XuanHoa Le,

I am writing in response to a recently received correspondence from MY3CENTS.COM on your behalf. I would like to take this opportunity to address your inquiry again, as I initially sent the first response letter concerning this issue on January 23, 2001.

I would like to reimburse your account for the Federal Express Fee you incurred in sending the overnight deposit on January 3, 2001, and the resulting stop payment fee placed on this check by the bank due to E*TRADE’s inability to locate and post the $1000 overnight deposit. Unfortunately the Federal Express receipt submitted with your correspondence is not readable. If you could possibly send a legible copy of the Federal Express Fee information and a receipt of the stop payment fee incurred, I will credit your E*TRADE account for both these fees due to the extensive time delay and inability to locate the $1000 overnight deposit. The $1000 deposit check #320, sent in regular mail, mentioned in your initial correspondence did post on January 17, 2001.

Again, I truly understand and regret any frustrations this deposit issue has caused you. We share that frustration with you whenever we do not meet our own high standards. As we continue to grow and expand, the feedback we receive from our customers is increasingly valuable. I would like to assure you that the issues you raised have been taken very seriously. E*TRADE is committed to providing a high level of service through the efficient use of technology at a low cost to our customers. We are working diligently to improve the overall customer experience. We will continue to offer the training and support necessary for our associates to provide the extended level of service that our customers deserve.

Thank you for choosing E*TRADE. We are confident we will continue to provide you with investment services that meet or exceed your expectations. We look forward to a mutually beneficial business relationship and wish you success with your future investments. Thank you for the feedback and suggestions you provided.


Paul Bulf
Correspondence Specialist

CC: MY3CENTS.COM Consumer Incident #10181

Posted by questorfla on 2008-05-01:
Same problem. E*TRADE lost TWO checks totaling almost $10,000! Two separate envelopes. One for me and one for my wife. I have also seen many other reports like this. Try a Google search for E*TRADE and lost checks! Amazing that they stay in business. Their lack of consideration is appalling. When told I would be contacted by a rep, mysteriously that rep gets SICK the day he is supposed to call.

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