Comments, Complaints and FAQs

As the nation’s largest self-directed IRA custodian, Equity Trust Company processes more than 300,000 transactions every year. In order to best serve our clients, we offer multiple options for accessing account information, managing investments and finding answers to common questions. Throughout each interaction, we strive to provide exceptional customer service. We welcome feedback from valued clients in the form of both compliments and complaints and thank you for selecting Equity Trust Company as your custodian of choice.

Account Information

Online Client Portal - myEQUITY

Manage your account online through our proprietary system, myEQUITY. Access myEQUITY, view e-Statements, participate in our online community and find other self-directed IRA resources through our client portal, https://myequity.com/.

Your Personalized First Class Service Team

Connect with your First Class Service Team at 1-888-382-4727 to speak with the team that's familiar with your account.

Whether you just want to check on the status of a request or have a discussion regarding money movements within your account, reaching out to your First Class Service Team is the way to go! When you submit an investment request an Investment Liaison will be assigned to you for one point of contact from beginning to end.

If you are working with one of our teams regarding a transaction request, please reference the identification number assigned to each transaction, if possible. This number will start with the letters “AP” with numbers following.

If you’re unsure of the identification number or do not know it, that’s okay! Please include your name and preferred method of contact so we can reach out to you quickly on how to best take care of your request.

Hours of Business
Equity Trust is on Eastern Standard Time
Equity Trust Company: M-F 8:00 a.m. - 6:00 p.m.
Retirement Specialist Team: M-F 9:00 a.m. - 6:00 p.m.
First Class Service Team: M-F 9:00 a.m. - 6:00 p.m.
Operations: M-F 8:00 a.m. - 5:00 p.m.

The first class service team can also be reached via email at help@trustetc.com.

Equity Trust Company Forms


Mailing Addresses and Fax Numbers

If you need to mail or fax a document, the chart below is an easy reference on where to send your items!

If you are working with one of our teams regarding a transaction request, please reference the identification number assigned to each transaction, if possible. This number will start with the letters “AP” with numbers following.

If you’re unsure of the identification number or do not know it, that’s okay! Please include your name and preferred method of contact so we can reach out to you quickly on how to best take care of your request.
Action Fax Number Regular Mail
Submit Cash Contributions, Transfers
and Rollover Checks
(440) 366-3751 P.O. Box 451340
Westlake, OH 44145
Notify Equity Trust Company of
Incoming Wires
(440) 366-3751 P.O. Box 451340
Westlake, OH 44145
Cash Only Distribution (440) 366-3751 P.O. Box 451340
Westlake, OH 44145
Make a New Investment - Submit
Direction of Investment (DOI)
(440) 366-3752 P.O. Box 451340
Westlake, OH 44145
Signing of Investment Documents (440) 366-3752  
Submit Documentation Regarding the
Pricing of an Account Investment
(440) 366-3752  
Submit Corrections and/or Documents
for a Pending Investment
(440) 366-3754 P.O. Box 451340
Westlake, OH 44145
Take a Distribution from an Account (440) 366-3755 P.O. Box 451340
Westlake, OH 44145
Close or Transfer an Account (440) 366-3755  
Expedited Service Request (440) 366-3756 Send overnight to:
Equity Trust Company
1 Equity Way
Westlake, OH 44145
General & Miscellaneous Information (440) 366-3750 P.O. Box 451340
Westlake, OH 44145
Mail Delivery Only    
Submit Documents to Open a New
Account or Transfer an Existing Account
  P.O. Box 451340
Westlake, OH 44145
Submit Original Documentation for
an Account Asset
  P.O. Box 451340
Westlake, OH 44145
Have Checks/Payments Submitted
for Account Investments
  P.O. Box 451340
Westlake, OH 44145
Overnight/Physical Deliveries   Equity Trust Company
1 Equity Way
Westlake, OH 44145

Fees

Equity Trust Company sends out the annual maintenance fee billing with the 4th quarter statements in January. Annual maintenance fees are typically due at the end of February.

If you’re enrolled in our e-Statement program, you’ll receive an email notification that your quarterly statement is available through myEQUITY. It’s important to view your statement as this will list any annual maintenance fees that are currently due.

If the fees aren’t paid by the due date, we’ll deduct the amount due from the available cash during March. If funds are not available in the cash account, we will charge the credit card we have on file for your account. If funds aren’t available to be deducted and the fees are not paid during the month of March, we will assess a $50 late fee.

Annual maintenance fees are assessed based on the market value of your account as of the year end account value of the previous year. Fees are based on a graduated fee schedule. View the fee schedule for the current year.

Other Inquiries

Notifying Equity Trust Company of Complaints, Concerns and Other Issues

At Equity Trust Company, complaints are taken seriously and we are committed to resolving issues within the shortest time period possible. Unresolved or recurring issues will be escalated to our Executive Team. If you find yourself faced with a recurring difficulty or have a concern that was not resolved to your satisfaction, please send an email detailing your name, account number, concern and a preferred method of contact. We will process all email complaints and compliments in 1-2 business days.