Complaints

This profile includes complaints for Kingdom Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Kingdom Trust

  1105 State Route 121 N Ste B Murray, KY 42071-8921

• 

  Kingdom Trust

  P O Box 870 Murray, KY 42071

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an Roth IRA account with them a few years back. I never look at the account since it’s a retirement account. They decided in February to start charging an exorbitant high monthly fee. The fee is worse than any loan shark. My account balance in February was around $300+ and with bitcoin near all time high it should be even high but the $20 month fee has brought my account down to around $100. I’ve been trying for over a month to close the account since finding out about the fee but no success. I would like them to refund my fee since they didn’t do anything and transfer the money back to my account.

  Business Response

  Date: 12/26/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience you have experienced. We are committed to providing the best possible service to our clients, and we take your feedback very seriously.

  
  Our goal is always to ensure that you feel valued and supported, and it is disheartening to learn that we may not have met your expectations. To address your concerns, one of our dedicated service team members will reach out to you at the phone number we have on file. They will personally guide you through the process of closing your account, should you decide to proceed, and answer any questions you may have.

  
  Additionally, we will begin processing a refund of the fees in question. Please note that it may take a few days to complete this process, but we will ensure it is handled promptly and efficiently.

  
  We truly value your business and hope to have the opportunity to restore your trust in us. If there is anything else we can do to assist or improve your experience, please don’t hesitate to let us know.

  
  Warm regards,

• Initial Complaint

  Date:07/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like my 64000 from my retirement IRA eft'ed to my bank account asap Like they told us over 2 weeks ago, We keep getting a bunch of excuses and no money ??? Kept on hold for over 30 minutes .

  Customer Answer

  Date: 08/06/2024

  
  Better Business Bureau:
  
  Customer confirmed the business resolved his complaint.

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have deposited a total of about $1,000 into an account. When I inquired about the amount reflecting in my account as less than half that amount, about $439. they claimed it was from a sale of some shares of BTC in August of 2022, but I never initiated a sale. They sent me account statements that don’t reflect such a sale. I’ve asked them to correct this through multiple channels ( I’ve called, emailed and chatted).

  Business Response

  Date: 03/27/2024

  Thank you for bringing the confusion regarding the account to our attention. On August 11, 2022, a trade was executed to sell a certain number of units of an asset. Once the trade reconciled, the funds for the sale were credited to the client's account. We have attached a copy of the trade confirmation email that was sent to the email address on file.
  
  We hope this information will sufficiently address your inquiry. Please do not hesitate to reach out to us should you have any further questions or concerns.

  Customer Answer

  Date: 03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: I never initiated the request for a sale. I never received notification of the sale and I never received any funds to my bank account for this sale. It shows a sale was completed. Not who initiated it and where the funds went afterwards. And for some reason I don’t have access to this supposed sale in the account information provided by the company. Nor can I see any sale through the application. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did requested a distribution Via ****** *** and after I did that they have cut all my contacts to them ,Unable to contact them via support chat and my withdrawal hasn’t being made to my account for the past two weeks now .they avoiding to have a contact with me when I try reaching support center

  Business Response

  Date: 03/27/2024

  My apologies for the delay in getting back to you.  This account was being investigated by our Compliance Team and was fraudulent. 
  This account is now closed, and the funds have been returned the account to the bank account it came from. 
  
  Thanks,
  
  ******* ******
  Vice President of Client Services
  Kingdom Trust
  ********************
  PO Box 870
  Murray, KY 42071
  

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need access to my Trust account through this company, but I cannot login due to my old telephone number in their system. I have alerted Kingdom Trust staff and made numerous help tickets, but to no avail. They have not been able to clear the old phone number and put in the new number, hence I am unable to conduct financial business on their site and there are critical IRS deadlines which need to be addressed. There is a serious paucity of any help online and their callback operations are lacking. The online system is exceptionally cumbersome and ineffective. One has to call THEM and ask them to call you back as you cannot get any human to answer the phone. And it can take days for a callback response. How in the world can anyone in this day and age operate in this fashion; this is positively anachronistic. Their "help-bot" is totally worthless, since one needs to get a real agent online to address common problems which their "help-bot" cannot address. Ultimately, they are loathe to call back in a timely manner. This is a simple problem with a convoluted system by which to get it solved. As a computer engineer, I can promise you that the problem is simple, but they have a clear absence of people at their site who know what they are doing, and who obviously cannot do simple HTML/coding or database work, and it is obviously failing miserably.

  Business Response

  Date: 01/11/2024

  I am sorry to read about all of the issues the client has experienced trying to connect with us.  Our records indicate the client connected with an agent on December 4th and discussed the issue.  We also attempted to connect with the client several other times and left voice messages.  We spoke with the client again on December 13th and resolved the issues. We reached out to the client again today to check in and make sure they can login the online portal.  The client should be able to reach out via our support line to ************* between the hours of 8am to 5pm CST, Monday to Friday or email us at ********************* if any issues occur.  We will also follow up with the client again tomorrow to check in again. 

  Customer Answer

  Date: 01/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Although Kingdom Trust and I have spoken, many many times, NEVER has this issue been resolved.  I don't who the hell claims this has been resolved, but they are wrong.  As you can see by the attached image, my old phone number is still there from the first time I submitted that image, and you can see by the DTG (date/time/group) that the screenshot was captured today, the 13th of January.  This is the crux of the matter, no one at Kingdom Trust has a clue how to update their databases.  

  I will try to call Kingdom Trust once again, on Monday the 16th of January, but it's quite doubtful anyone there can do anything besides lip service.  I am very disappointed with them, and this is a very simple problem to solve.  

  
  Sincerely,
  **** *****

  Business Response

  Date: 01/17/2024

  1/15/24 @ 12:01 pm CST - Client spoke with ******* ******* ******* updated contact information in the system and submitted a ticket to our portal provider for a 2FA reset and agreed to follow up after completed. 

  1/16/24 @ 8:17am CST, ******* ****** called client back to confirm successful login. Issues resolved. 

  Customer Answer

  Date: 01/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 01/09/2024

  We've made multiple attempts to the client via phone & email.
  Contact/Attempted Contact: 

  Phone:
  2/18/23 - Client was upset about fee notifications on account stating that ****** ******* should be paying his fees. We gave him their contact information to reach out to them to discuss. 
  9/20/23 - Attempted to contact client at phone number on file to obtain payment of outstanding account fees. 
  9/22/23 - Connected with client to discuss overdue fees. He mentioned not being happy with the loss of investment. He also mentioned that his card on file was closed due to fraud but did not give updated card information. He wanted statements on his and wife ********* accounts to review. Mailed statements to physical address on file. $147.51 in outstanding fees at that time for his account. 
  10/2/23 - Attempted to call client again to discuss outstanding fees. He hung up on the agent. Agent immediately called back. It went straight to voicemail. VM was full. 
  10/9/23 - Attempted to call client again to discuss outstanding fees. $173.76 now due. Full mailbox. 
  
  Emails: 
  3/21/23 - Email to ****** ******* letting them know if they will pay the overdue fees, we will waive late fees assessed to the account. Payment obtained by ****** ******* in the amount of $433.70 which was due at time of payment obtained by ****** minus the late fees. This was a onetime payment only.
  9/20/23 - Follow up email of new outstanding fees. (From * *********) 
  9/22/23 - Follow up billing email (From * ****)
  10/2/23 - Follow up email (From * ****) 
  10/9/23 - Follow up email (From * ****) 
  10/18/23 - Follow up email (From * **** * Billing Supervisor) 
  11/21/23 - Follow up email (From * ****) 
  11/29/23 0 Follow up email (From * ***** 
  
  No response to any email. Emails have not bounced to indicate this is an incorrect email. Emails sent to ********************** as shown on file for client. Client currently owes $276.27 in storage fees for his storage fees at this time. 
  

• Initial Complaint

  Date:06/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello.Well i started a distribution request for my precious metals on 4-19-23.Firstly,I sold the remainder of my precious metals,minus 5oz of gold buillion which was to be mailed to me from the depository.My account was then to be closed for good.The funds from the metals that were sold were transferred to my kingdomtrust account.The money was to be wired/ach to my bank account.The funds arrived arrived in my kingdomtrust account 5-17.The metals i chose to keep and were to be mailed to me arrived at my door about the same time 5-17.Well,instead of sending my money as requested in the distribution request form they are refusing to send it.I tried multiple times to contact them since 5-17 but no response.That is until 6-12 when they asked me via email if i wanted to keep the percentage of withdrawal to the IRS was the same as i put down on the distribution form.Why would they ask that other then to stall the process?So i sent a reply via that email and said yes,the amount going to the IRS is correct.So,2 days later 6-14 i received another email asking the same question so i reply with the same answer.I also sent an email using their own contact site expressing the same thing,keep the withholding percentage to the IRS the amount i requested.Well,it's 6-19 and no reply back.My money is locked in my account All they have to do is punch some numbers in,press the send button and wahla,it's in my bank account.This company is nearly impossible to to communicate with.I'm guessing they do not like clients that remove all their assets from them, I don't know.This is the worst company i've ever done business with.They actually took 90 days last time due to incompetence and lack of communications,but that's a whole another long story.Let's see how they respond before i decide to write a full review of this company

  Business Response

  Date: 06/21/2023

  4.21.23 - Distribution for the client was received via USPS. Ticket made for client services to reach out to client to clarify instructions as voided check covered the list of assets to be taken in-kind on the copy we received. 

  4.25.23 - Client services confirmed full distribution, noted and moved the ticket to the outgoing transfers/distributions team for processing. Outgoing Transfers agent noted information to be verbally verified and moved to "Pending Verbal Verification" status so initiate automated emails to client giving instructions on how to complete the verification. Shipping quote requested from depository at this time. 

  5.1.23 - Two agents (***** * *** ******* *) both attempted to reach client for verification. ******* noting that number on file for client ************* was attempted first. # was invalid. Then called number on the scheduled call link *************. Reached voicemail, left message giving phone options to call in to complete verification. 

  5.4.23 - ***** * attempted call again. Left message. 

  5.5.23 @ 11:17 am - Verbal Verification obtained by service agent. Client requested that fees for the transaction be pulled from the cash in the account.

  5.15.23 - Ticket made for billing team to pull the funds.

  5.16.23 - Billing team pulled fees from the available cash in the account.

  5.18.23 - Received funds for sale of metals. 

  5.26.23 - Shipping request sent to the depository for the shipment of the remaining metals. (Typical response time from the depository is 2-3 business days) Reponse rec'd 6.1.23

  6.2.23 - Transfer agent found no evidence of verbal verification of tax withholdings as indicated on the request form. Service agent reached back out on June 9th.

  6.16.23 - Transfer agent keyed funds out of the account. Double verified by another agent same day. ACH sent.. 

  6.19.23 - Account closed. 

   

  Customer Answer

  Date: 06/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: The issue i had was the stalling of my distribution.They set the precedent of 30 days on my 1st distribution withdrawal.The 2nd distribution took 90 days due to incompetence and lack of communication,shocking,i know.And finally the current distribution,which took 60 days.They received The money from the sale of my precious metals and was added to my kingdom trust account on 5-18.About the same time,the metals i decided to keep and to be sent to me by the depository were received by me,I believe on 5-15.I then sent multiple emails asking why was my money not sent to me,no response.Well 25 days later on 6-12 i get a response to verify the irs withholding percentage is correct.I state that yes,the amount i put down on the distribution form is correct.Well,2 days later i get the same email message asking the same question.So i resply to the email the same answer as before.I then went to their website and sent the same reply.I then waited a few days for an email with no reply so i filed a complaint with the BBB.A day or 2 later i checked my kingdomtrust account and it was closed so i went to my bank and found out the money was wired there i think 6-16.Now,if kingdom trust had contacted me stating that the money had been wired on 6-16 i would not have wrote this complaint.The thing is,this company cannot communicate.Case in point,multiple emails between 5-18 to 6-12 and not one response.The BBB sends a message to kingdom trust and kingdomtrust  replies within 1 day! 25 days i wait for someone to type in some numbers and press the send button.This should tell you alot. about how much disrespect they have for their clients.So question 1 is why did kingdom trust refuse to communicate and perform a task that takes 5 minutes to do?And 2,why did the second distribution take 90 days?I'd be happy to go back and forth with you on this. 
   Sincerely, 
  
  **** *****

• Initial Complaint

  Date:05/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I think the company changed hands as their name changed to Choice from Kingdom Trust. With the new name they increased their service charges over 300% and switched from a yearly to a monthly billing, neither of which was I given a choice to cancel. I think they switched to a monthly billing to disguise their outrageous price increase. They keep sending me invoices and threating to confiscate my holdings if I do not pay. I never accepted their increases. I have asked to terminate our relationship which they respond with more outrageous charges to end the relationship. I do not think I should be threatened or held hostage because I do not want to pay their ridiculous fees for filing a couple of computer generated forms one time per year. Now they want $100.00 a month for what I used to pay $35/year. I just want to end this relationship because they raised their prices so much, and I was never given a "Choice" as their name implies.

  Business Response

  Date: 05/19/2023

  We are sorry to hear there is confusion regarding the fees on the account. All clients were given advance notice of the fee increase prior to the change.  The fee increase letter was mailed on 8/11/2022 and an email was sent regarding the increase on 08/05/22.   Prior to the fee increase the annual fees were $145.00, billed monthly at $12.08.  The new fee rate is $191 annually, billed monthly at $15.91.  Please note there were also late fees applied to this account which increased the fees due.  The department supervisor connect with the client directly to explain the fee history of the account and assist with any questions. 

• Initial Complaint

  Date:03/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get access to my account but password is not working. I tried to call someone @Kingdom Trust or Choice but they do not have phones. When I signed up with Kingdom Trust they had people you could call and get answers. Not anymore. So they set up a time they would call me to clear up my problem. It was set for today 3/10/2023 @ 3:30 EST. I was sitting with phone in hand waiting for call. No call came. @0 minutes later a received an email stating they tried to call me. They never tried. It's been 1 week since they set up appointment and I still do not have access to my account. Someone needs to check this company out for unethical business practices.

  Business Response

  Date: 05/22/2023

  Received ticket to reach out to client ******* ***** on 5/4/2023 regarding BBB Complaint. Emailed client first 5/4/23 at 5:19 pm cst due to being after business hours to schedule a time to speak about the complaint. 

  5/22/23 called client since no email response and looking at CRM, client hadn't read the email. Left voicemail with instructions to look at email and set a time to speak. 

  5/22/23 Sent client follow up email after the call to request a scheduled time to speak. 

  5/22/23 Client replied to email thanking me for reaching out and states, he has no current issues. Complaint may have been an old problem. 

   

  I've attached a copy of the email from the client for reference. 

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several attempts to contact Kingdom Trust over the past several weeks. I have sent emails, filled out forms, and left voice messages requesting a call back. My ****** suffered a stroke and I am managing his affairs and have questions and need help. I need to speak with a person and get guidance about his account. This has created additional stress for me as you can imagine. Please I just need someone to contact me and walk me through this.

  Business Response

  Date: 11/03/2022

  We are sorry to read of the difficulties ********* experienced trying to connect with us.  On 3/29/2022 we received a support request and an agent replied with a scheduled call link to connect with a representative on 03/31/22. On 8/17/22 we received an email and replied on 8/18/22. On 10/14/22 we received a voice message and an agent returned the call on 10/17/22 and spoke with *********. 

  Should ********* need to connect with us in the future, she can visit our contact page using the below link. The contact page has a link to schedule a call or LiveChat with a agent.  Clients can also connect with our support team via email to *****kingdomtrust.com.  
  

  Contact Page Link: https://www.********************

  We will also be reaching out to ********* today to check in and provide any additional support.  We are truly sorry for the trouble trying to connect with us.  
  

  Customer Answer

  Date: 11/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* ****** *******
  
  

  ---