Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: MORGAN STANLEY & CO. LLC
State: CA

Complaint narrative:
Date : XX/XX/2026 Subject : Urgent Complaint Regarding Frozen Account, Withheld Funds, and Repeated Mishandling by E * TRADE / Morgan Stanley Private Bank Account Number : XXXX To Whom It May Concern, I am filing this complaint to request immediate assistance regarding ETRADE ( Morgan Stanley Private Bank ), which has frozen my Premium Savings Account, withheld my funds for over a month, and repeatedly provided inconsistent instructions and unprofessional treatment. Despite my full cooperation, ETRADE has failed to return my money or provide any clear explanation for the prolonged delay. Background and Promotion On XX/XX/2026, I opened a Premium Savings Account with E * TRADE after being introduced to their promotional offer ( 3.75 % APY for six months plus a bonus for qualifying deposits ). I linked my XXXX XXXX account and transferred {$100000.00} the same day. Detailed Timeline of Events XX/XX/2026 Opened E * TRADE Premium Savings Account using promo code XXXX. Linked XXXX XXXX account and transferred {$100000.00}. XX/XX/2026 Opened a XXXX savings account for a separate promotion. Could not link XXXX XXXX to XXXX, so I transferred {$100000.00} from E * TRADE to XXXX. Transferred an additional {$75000.00} from XXXX XXXX to ETRADE to maintain the required balance for the ETRADE promotion. XX/XX/2026 E * TRADE suddenly blocked my online and mobile access. When I called, a representative told me my account was frozen and requested a Letter of Instruction ( LOI ) and a copy of my drivers license. I submitted both immediately and was told the review would take XXXX business days. XX/XX/2026 No contact from E * TRADE and no returned funds. I called again and was told my drivers license image was not clear, so I resubmitted it. XXXX XXXX XXXX Called again ; representatives repeatedly told me the account was under review. No updates, no timeline, no returned funds. XX/XX/2026 After weeks of inconsistent information, I was told the LOI must be handwritten, contradicting earlier instructions. I wrote a new handwritten LOI and submitted it immediately. XXXX XXXX XXXX Continued calling ; still told the account was under review. On XX/XX/XXXX, I was suddenly told E * TRADE needed my XXXX XXXX account statement, which had never been requested before. I submitted the statement immediately. XX/XX/XXXX XX/XX/2026 Still no contact from E * TRADE and no returned funds. Every representative repeated the same phrase : under review by the account XXXX team. XX/XX/2026 Manager Interaction I requested a manager. A manager named XXXX took the call and was rude, dismissive, and refused to provide his last name. When I tried to explain my situation, he threatened to disconnect the transfer process if I did not end the conversation. This behavior was unprofessional and unacceptable, especially from a financial institution handling large sums of customer money. XX/XX/2026 Still no returned funds, no updates, and no access to my account. Representatives again refused to connect me with a manager. Current Status As of XX/XX/2026, E * TRADE continues to hold my funds keep without explanation and kept telling me the money will transfer next day. I have complied with every request, submitted every document, and made numerous calls. I have received : No written communication No explanation for the freeze No timeline for resolution No return of my money This situation has caused significant stress and financial uncertainty. I believe E * TRADE has mishandled my case, failed to follow consistent procedures, and failed to meet regulatory standards for communication, transparency, and timely access to consumer funds.

Company response to consumer: Closed with explanation