Consumer complaint received 2026-05-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Didn't receive terms that were advertised
Company: MORGAN STANLEY & CO. LLC
State: CA

Complaint narrative:
1. ) ETRADES CHAT TRANSCRIPTS : WHEN WILL I RECIEVE MY NEW SAVINGS ACCOUNT CASH BONUS FOR $ 25K DEPOSIT? ( 3s ) EDWARD WEI : E * TRADE Assistant : Hi, XXXX! I'm your E * TRADE Virtual Assistant. E * TRADE Assistant : What do you need help with today? { ChatWindowButton : 1. Account activity, 2. Cash management requests, 3. Update your account, 4. Investing and trading, 5. Margin, 6. Tax, 7. Retirement, 8. Employee stock plans } XXXX XXXX : WHEN WILL RECIEVE MY CASH SAVINGS BONUS E * TRADE Assistant : I didn't quite understand that. Please try asking your question in a different way or pick one of these topics : { ChatWindowButton : 1. Account activity, 2. Cash management requests, 3. Update your account, 4. Investing and trading, 5. Margin, 6. Tax, 7. Retirement, 8. Employee stock plans } XXXX XXXX : Account activity E * TRADE Assistant : Select an account activity topic : { ChatWindowButton : 1. Account transactions, 2. Why is my account restricted?, 3. Fraudulent activity, 4. New account, 5. Account closure } XXXX XXXX : New account E * TRADE Assistant : How can I help you with a new account? { ChatWindowButton : 1. Open a new account, 2. New account application status } XXXX XXXX : NEW ACCOUNT CASH BONUS E * TRADE Assistant : I didn't quite get that. Try rephrasing your question. XXXX XXXX : REPRESENTATIVE E * TRADE Assistant : Would you like to chat with an agent? { ChatWindowButton : 1. Yes, 2. No } XXXX XXXX : Yes E * TRADE Assistant : Ok. While I find someone, describe what you need help with. XXXX XXXX : WHEN WILL I RECIEVE MY NEW SAVINGS ACCOUNT CASH BONUS FOR $ XXXX DEPOSIT? E * TRADE Assistant : Ok. Let me connect you to an agent. Chat Started XXXX XXXX XXXXXX/XX/XXXX, XXXX ( -0600 ) Agent XXXX XXXX ( 9s ) XXXX XXXX : XXXX XXXX XXXX. My name is XXXX XXXX. XXXX moment while I review your request. ( 45s ) XXXX XXXX : OK, THANKS ( 1m 24s ) XXXX XXXX : XXXX XXXX let me check that request ( 1m 37s ) XXXX XXXX : OK ( 9m 23s ) XXXX M : 5-7 business days after XX/XX/XXXX ( 10m 48s ) XXXX XXXX XXXX XXXX TOTAL TIME IS 90 DAYS? ( 11m 0s ) XXXX XXXX : THEN 5-7 DAYS ( 11m 6s ) XXXX XXXX XXXX TO POST? ( 12m 14s ) XXXX M : correct ( 13m 29s ) XXXX XXXX : I THOUGHT IT WAS AT TOTAL OF 75 DAYS ( 14m 6s ) XXXX XXXX : " Maintain your balance for 45 additional days after the 30-day funding period ends to earn your bonus. '' ( 14m 33s ) XXXX XXXX : PER TO PROMO PAGE AT THE TIME ( 15m 1s ) XXXX XXXX : COULD YOU FIX THAT ( 15m 27s ) XXXX XXXX : LIKE I SHOULD HAVE RECIEVED BONUS WEEKS AGO ( 16m 36s ) XXXX M : checking ( 18m 13s ) XXXX XXXX : OR XXXX WEEK AGO XXXX ( 18m 19s ) XXXX XXXX : OK ( 20m 31s ) XXXX M : The applicable cash credit tier will be determined following the close of the Maintenance Period and will be paid out within 30-days after the Maintenance Period ( or 105-days following account opening ). Cash credits will be paid to the account where the deposit is made. in this case after XX/XX/XXXX ( 20m 33s ) XXXX XXXX : MY CALCULATED DATE IS XX/XX/XXXX HOLD PERIOD, THEN I GUESS I CAN WAIT 5-7 WORKING DAYS FOR IT POST SOMETIME EARLY NEXT WEEK? ( 21m 44s ) XXXX XXXX : OK, I GUESS, BUT THAT IS NOT WHAT THE PROMO PAGE SAID. I HAVE A PRINT SCREEN ( 22m 33s ) XXXX M : Please give a few more days. after that we can submit a research request if youd like ( 23m 22s ) XXXX XXXX : I CAN ATTACH A PDF OF WHAT I AM REFERENCING? ( 23m 51s ) XXXX XXXX : OR I CAN JUST WAIT I GUESS, BUT THAT IF VERY FRUSTRATING ( 24m 11s ) XXXX XXXX : IF ETRADED CHANGED THE PROMO AFTER ( 25m 2s ) XXXX XXXX : I WILL JUST WAIT, SEEM LIKE JUMPING THROUGH HOOPS AND WAISITNG MORE OF MY TIME. ( XXXX XXXX ) XXXX XXXX : THANKS FOR YOUR HELP WHY MY NEW ACCOUNT PROMO CASH BONUS WAS NOT CREDITED TO MY ACCOUNT YET? ( 3s ) XXXX XXXX : E * TRADE Assistant : Hi, XXXX! I'm your E * TRADE Virtual Assistant. E * TRADE Assistant : What do you need help with today? { ChatWindowButton : 1. Account activity, 2. Cash management requests, 3. Update your account, 4. Investing and trading, 5. Margin, 6. Tax, 7. Retirement, 8. Employee stock plans } XXXX XXXX : Account activity E * TRADE Assistant : Select an account activity topic : { ChatWindowButton : 1. Account transactions, 2. Why is my account restricted?, 3. Fraudulent activity, 4. New account, 5. Account closure } EDWARD WEI : New account E * TRADE Assistant : How can I help you with a new account? { ChatWindowButton : 1. Open a new account, 2. New account application status } XXXX XXXX : WHY MY NEW ACCOUNT PROMO CASH BONUS WAS NOT CREDITED TO MY ACCOUNT YET? E * TRADE Assistant : I didn't quite understand that. Please try asking your question in a different way or pick one of these topics : { ChatWindowButton : 1. Account activity, 2. Cash management requests, 3. Update your account, 4. Investing and trading, 5. Margin, 6. Tax, 7. Retirement, 8. Employee stock plans } XXXX XXXX : Account activity E * TRADE Assistant : Select an account activity topic : { ChatWindowButton : 1. Account transactions, 2. Why is my account restricted?, 3. Fraudulent activity, 4. New account, 5. Account closure } XXXX XXXX : Account transactions E * TRADE Assistant : Select an account activity topic : { ChatWindowButton : 1. View transaction history, 2. Transaction categories, 3. Transaction notes, 4. Download transactions, 5. View balances, 6. View check images, 7. View liquidity access line ( XXXX ) loan } XXXX XXXX : Transaction categories E * TRADE Assistant : <p>You can add or change a category on your transactions on the [ Activity ] ( https : //us.etrade.com/etx/pxy/accounts/transactions ) page by expanding a transaction and making a selection in the <b>Add Category</b> drop down. <p>If categorization is not available for a specific transaction, a dash will be displayed. Categorization is not available for transactions that are older than 2 years and is not currently available for bank accounts. <p>At this time, you can only select a new category for a transaction, where categorization is available. It is not currently possible to add new categories. E * TRADE Assistant : Were you able to get what you needed? { ChatWindowButton : 1. Yes, 2. No } XXXX XXXX : No E * TRADE Assistant : Would you like to chat with an agent? { ChatWindowButton : 1. Yes, 2. No } XXXX XXXX : Yes E * TRADE Assistant : Ok. While I find someone, describe what you need help with. XXXX XXXX : WHY MY NEW ACCOUNT PROMO CASH BONUS WAS NOT CREDITED TO MY ACCOUNT YET? E * TRADE Assistant : Ok. Let me connect you to an agent. Chat Started : Tuesday, XX/XX/XXXX, XXXX ( XXXX ) Agent XXXX XXXX ( 31m 42s ) XXXX XXXX : Hello XXXX XXXX. My name is XXXX XXXX. One moment while I review your request. ( 32m 31s ) XXXX XXXX : OK, THANKS ( 34m 53s ) XXXX XXXX : Looking in to that for you. This may take several minutes. Thanks for your patience! ( 35m 11s ) XXXX XXXX : SURE ( 42m 21s ) XXXX XXXX : So, we're having to do additional research on why that hasn't been paid to you. ... ( 43m 6s ) XXXX XXXX : I'm sorry about that. We have escalated your case and should have an update for you in XXXX business days. ( 43m 45s ) XXXX XXXX : IT WAS SUPPOSED BY PAID BY NOW. THE LAST ONLINE CHAT REPRESENTATIVE SAID IT WOULD DEFINITELY BY TODAY. ( 44m 20s ) XXXX XXXX : ITS BEEN 3 MONTHS NOW ( 44m 33s ) XXXX XXXX : SUPPOSED TO BE ONLY 75 DAYS ( 44m 42s ) XXXX XXXX : THIS IS AN ISSUE ( 45m 5s ) XXXX XXXX : FALSE ADVERTISING, BAIT AND SWICTH ( 45m 13s ) XXXX XXXX : VERY UPSET!! ( 45m 23s ) XXXX XXXX : If I were in your shoes, I would be upset also. ( 46m 11s ) XXXX XXXX : I am willing to call you back as soon as I have a status update. Is your phone number ending in XXXX correct? ( 46m 31s ) XXXX XXXX : YES, PLEASE DO ( 47m 31s ) XXXX XXXX : PLEASE LEAVE A MESSAGE OR ONLINE MESSAGE ( 47m 58s ) XXXX XXXX : THANKS FOR YOUR HELP XXXX ( 48m 10s ) XXXX XXXX : GOOD NIGHT ( 48m 15s ) XXXX XXXX : Will do. You're welcome. I am limited as to what I can leave on XXXX. SPEAK WITH XXXX ( 3s ) XXXX XXXX : XXXX * TRADE Assistant : Hi, XXXX! I'm your E * TRADE Virtual Assistant. E * TRADE Assistant : What do you need help with today? { ChatWindowButton : 1. Account activity, 2. Cash management requests, 3. Update your account, 4. Investing and trading, 5. Margin, 6. Tax, 7. Retirement, 8. Employee stock plans } XXXX XXXX : Account activity E * TRADE Assistant : Select an account activity topic : { ChatWindowButton : 1. Account transactions, 2. Why is my account restricted?, 3. Fraudulent activity, 4. New account, 5. Account closure } XXXX XXXX : Account transactions E * TRADE Assistant : Select an account activity topic : { ChatWindowButton : 1. View transaction history, 2. Transaction categories, 3. Transaction notes, 4. Download transactions, 5. View balances, 6. View check images, 7. View liquidity access line ( XXXX ) loan } XXXX XXXX : Transaction categories E * TRADE Assistant : <p>You can add or change a category on your transactions on the [ Activity ] ( https : //us.etrade.com/etx/pxy/accounts/transactions ) page by expanding a transaction and making a selection in the <b>Add Category</b> drop down. <p>If categorization is not available for a specific transaction, a dash will be displayed. Categorization is not available for transactions that are older than 2 years and is not currently available for bank accounts. <p>At this time, you can only select a new category for a transaction, where categorization is available. It is not currently possible to add new categories. E * TRADE Assistant : Were you able to get what you needed? { ChatWindowButton : 1. Yes, 2. No } XXXX XXXX : No E * TRADE Assistant : Would you like to chat with an agent? { ChatWindowButton : 1. Yes, 2. No } XXXX XXXX : Yes E * TRADE Assistant : Ok. While I find someone, describe what you need help with. XXXX XXXX : SPEAK WITH XXXX E * TRADE Assistant : Ok. Let me connect you to an agent. Chat Started : Thursday, XX/XX/XXXX, XXXX ( XXXX ) Agent XXXX XXXX ( 8s ) XXXX XXXX : XXXX XXXX XXXX. My name is XXXX XXXX. One moment while I review your request. ( 27s ) XXXX XXXX : So I can better assist you can you help me understand what's going on? ( 32s ) XXXX XXXX : HI, OK ( 1m 16s ) XXXX XXXX : hello, so I can better assist you can you help me understand what's going on? ( 1m 24s ) XXXX XXXX : 3RD TIME CHECKING ON WHY MY PREMIUM SAVINGS ACCT STILL HAS NOT BEEN CREDITED WITH MY CASH BONUS, ( 2m 47s ) XXXX XXXX : LAST CHAT REPRESENTATIVE SAID THAT SHOULD HAVE BEEN BY NOW, AND WAS SENDING AN ESCALATED RESOLUTION REQUEST, 1-2 DAYS, ( 3m 22s ) XXXX XXXX XXXX XXXX NOTHING ( 3m 30s ) XXXX XXXX XXXX XXXX UPSETTING ( 3m 54s ) XXXX XXXX XXXX XXXX BEEN OVER 90 DAYS NOW ( 4m 19s ) XXXX XXXX XXXX XXXX TO BE BY 75 DAYS FROM OPENING ( 4m 47s ) XXXX XXXX XXXX XXXX NEED TO SPEAK WITH A XXXX ( 5m 8s ) XXXX XXXX : please bear with me while I review your account ( 6m 30s ) XXXX XXXX XXXX XXXX ( 12m 20s ) XXXX XXXX XXXX looks like the previous representative reached out to our marketing team in regards to your promotion credit and no update has been provided as of yet. I know they did advise you that the turnaround time for this matter to be resolved is 24-48 hours but matters like these can take longer to be resolved ( 13m 0s ) XXXX XXXX XXXX XXXX NEED THIS ROSOVLED TODAY ( 13m 3s ) XXXX XXXX XXXX NOW ( 13m 35s ) XXXX XXXX XXXX XXXX LONGER, ETRADE REALLY XXXX ME HE RUN AROUND ( 13m 56s ) XXXX XXXX XXXX XXXX UNPROFESSIONAL, UNLAWFUL ( 15m 19s ) XXXX XXXX XXXX XXXX NEED TO MAKE A FORMAL COMPLAINT TO ETRADE ( 16m 12s ) XXXX XXXX XXXX XXXX, THE CFBP, OCC, FDIC, BBB?? TO RESOVLE?!! ( 16m 29s ) XXXX XXXX : THIS IS RIDICULOUS ( 17m 20s ) XXXX XXXX : I understand your frustration and have documented it to your account,. I have reached out to the previous rep and there has not been an update as of today on your request. ( 17m 55s ) XXXX XXXX : WHY CANT YOU CONTACT A MANAGER?? ( 21m 8s ) XXXX XXXX : A manger can not does not approve promotions our marketing team is responsible with dealing with crediting promotions. Your request has been submitted and we are just waiting for follow up from our marketing team. What I can do is once we hear back from our marketing team I can reach out to you personally by phone with the update to your request. ( 22m 43s ) XXXX XXXX : I WILL BE FILING FORMAL COMPLAINTS WITH THE APPROPRIATE AGENCIES ALSO, SUCH A WASTE OF MY TIME, PLEASE CONTACT ME 2. ) I CAN PROVIDE OTHER INFORMATION IF YOU NEED. THIS IS AN ON GOING ISSUE FOR MANY CONSUMERS. TOPIC ON MANY XXXX, FB AND OTHER SOCIAL GROUP BOARDS.

Company response to consumer: Closed with explanation