Customer ReviewsforSTRATA Trust Company

Very difficult to get a distribution from Strata - after I submitted my form, there were a number of issues. First email, they needed a voice recording of my verbal permission to acquire my **** Second email , they said my electronic signature was outdated and to find out I only had to type in my initials next to my electronic signature! Third email, I was off one number on my bank routing number and they told me that I needed to resubmit an entire new distribution form - why they couldn't just ask me to correct the 1 number is beyond me.Not an easy process. I'm sending out the second request and wonder what else is going to go wrong.

Hello ****************,


STRATA Trust Company (STRATA) has received your review and would like to address your concerns. We apologize for any frustration with our process for your distribution request. In our recent review, we received your original distribution form on October 30, ****. At that time, we sent out a request for needing a signature verification page due to the electronic signature format received and we were in need of your verbal verification for the **** Our verbal verification is STRATAs standard protocol to ensure no fraudulent activity has taken place.  On October 31, ****,you spoke with a couple of our agents and during that time we were able to obtain the verbal and resent the distribution form to obtain a signature verification. We did reach out again for the signature on November 6, ****, and was able to obtain what was needed. STRATA processed your distribution at that time.

On November 8, ****, the *** was returned, and we reached back out to you to attempt to obtain the updated *** information. On November 9, ****, we were able to reach you and gather the updated *** information however we needed a new form with a new signature. The original form was verified with the initials, and we needed the full signature verified.We did obtain the new information same day, but by a different form of signature with no certificate. Due to the issues related to the process, STRATA made the exception to process the distribution form as is on November 9, 2023.

In speaking with **************** on November 16, 2023,we were able to discuss the issues and the requirements that STRATA needed for the forms. We were able to resolve, and **************** has *********************, Client Services Manager direct dial in the event of any further issues. **************** was pleased with the call and the feedback we were able to provide.

They are nice and helpful to you when you have a lot of ***** they are trying to get in the door. The moment they see your balance is too low, they would have no issue kicking you out by closing your account on short notice and send your ***** back knowing that would result in a taxable event for your *** accounts. I was their customer for 4-5 years. Over the years I moved a significant amount of my *** ***** out of Strata. One day they send me an email telling me they "Resign" as my trust manager and gave me 30 day notice to move everything out to a different *** ******** or get send a check and be taxed on that entire amount, days before Christmas!!. Throughout my multiple exchanges over email with the customer reps, you can clearly see they made no good faith effort to help me get the transfer done, was not interested in helping me to complete the transfer successfully, merely responding my emails to run out the clock. Then I called the customer service eventually, and they told me they closed out my account and I would be taxed on the balance they sent back to me. The rep was non apologetic at all, almost like talking to a robot, claiming that she couldn't see my prior email exchange with the customer service. I get it that my balance there became low over time, but this is so infuriating to be treated as a customer like that. I also asked if I can file a customer complaint.. they basically told me flat out no complaint line and don't care... ************ business is basically, i will be nice to you if you have a lot of *****, but if your balance falls, i will CHOOSE to resign, force you to close your account in 30 days, refuse to help you in good faith, knowingly create a taxable event for your retirement account, AND don't care about your complaint!!! What a terrible service..

01/30/2023STRATA Trust Company (STRATA) has been made aware of Mr. ***** dissatisfaction with actions regarding his STRATA *** account, via the Better Business Bureau on January 17, 2023. At STRATA Trust we care deeply about the clients experience, so I want to thank him for reaching out. I have shared his concerns with our management team so that we can work to improve our ability to better serve ************.************ was contacted by our customer service manager, *********************. She has been working with ************ to resolve this to Mr. ***** satisfaction. His *** will be reopened as he has requested so that STRATA Trust can process a transfer out to another *** ********** instead of reporting an *** ************* as ************ requested.Kind regards,*********************, Compliance Managerpamela.****@stratatrust.com254.750.1041

The worst & most frustrating company to deal with!! Fees for everything & to get my money out was like pulling teeth. Gave me the runaround for over a month before FINALLY paying out. Almost lost the closing on my condo. Stay far away from this company!!!!!!!

STRATA Trust Company (STRATA), is a self-directed *** ********* for Individual Retirement Accounts, or ***s. ****************** held physical precious metals which are stored in a depository facility on behalf of the *** account up until they were liquidated on 01/27/2022. Mr. ********** request to liquidate his precious metals *** holdings was made in early January of this year. Over the following 20 days, **********************, his *********************** advisor, or both, worked with our customer service representatives to inform both, and complete the necessary forms for this typical liquidation. We were in contact with ********************** and/or his advisor over this period upwards of 20 times or greater. We did discover that Mr. ********** advisor had mistakenly advised that the forms we were requesting to be submitted were not necessary. Once this miscommunication was corrected the process was quite timely. When we received notice on 09/12/2022 that ********************** had made a complaint to BBB on 09/07/2022, we began reaching out to **********************, that day, 09/12/2022, with our ************** Specialist, Gabbie, leaving a voicemail including her name and direct phone number. Four other attempts to make contact over the next 5 days were unsuccessful as ********************** was not even opening our messages. If ********************** would consider contacting us, we would be glad to discuss his situation and hear his advice.

Unbelievable! No one answers the phone and please-call-back messages go unanswered for hours or days. I swear the person I am calling is their only employee and just works part time.I transferred money into Strata to pay for gold I purchased and it just sits there. The broker has not been paid. I want the ***** I am setting up to be finished. Form after form. user name and password on and on. The broker still has the gold, Strata still has the money to pay for it, and yet it just sits there. Worst company I have ever dealt with in terms of communicating and getting the job done.

STRATA Trust Company has spoken with **************** regarding the precious metals purchase request mentioned in his review. On 6/6/2022, **************** contacted STRATA regarding the request, at that time he was advised of the forms and documents we require to complete a precious metals purchase request. On 6/7/2022, we received 1 of the 3 documents required for the purchase request and immediately notified ************** that we still needed the remaining forms and documents to complete the request. He was a bit confused but our associate, ******, was able to work through the forms with him and the forms were submitted within hours of the phone call. The client also had insufficient cash in the account to complete the request so additional funds were required to cover the request. After receiving the funds and required documents on 6/7/2022, we processed the request on 6/8/2022. We have since followed up with ************** and he is happy with the outcome and now has a direct contact with STRATA for future reference.

I was unhappy with the policies and even more unhappy with the customer service at my previous *** custodian, so I created a selection matrix and began interviewing other service providers.My main policy objections were regarding hold times for checks and slow processes. It was not so much about checks from me to them, but for checks from my well established investment firm. After I had interviewed three or four providers, I talked to ****** at Strata Trust. She was extremely helpful with the policies at Strata. More importantly, I quickly detected a customer service attitude that I definitely had not found at my previous custodian. It was obvious through my interaction with her that Strata has a Tone at the Top customer service attitude. I could tell that excellent customer service was a corporate priority.I stopped my search and settled on Strata Trust. Even though the initial interview was impressive, I was not prepared for what I was about to experience. I assumed that I would be passed on to another person who would set up my accounts and guide me through the process. It would not be so. ****** continued to be my contact. She usually returned emails within an hour of mine and even let me know when she was out of the office.A significant cash transfer was made when she was on a long weekend and I expected that the deposit would show ** in my account when she got back. Such was not the case. I got a phone call Monday morning at 7:30 (while she was still on leave) asking me to verify the investment. By 9:30 I got a verification of the investment and by 10:30, the investment company had received the wire transfer. Obviously, Stratas back office is just as service oriented as ******. Stratas check holding policy is better than my previous custodian, but I was not able to test it. I was in such a hurry to ditch the other company that I opted for wire transfers rather than risk another slowdown on the sending end.As time has passed, I have continued to be impressed. I get a notification immediately when paperwork has reached their processing center and processing times are great. I measure *** custodians against Vanguard and both have been 5/5 Stars for me.

********************,Thank you for your vote of confidence in STRATA Trust Company. We strive to provide exceptional client service at each touch point. We look forward to continuing to serve as your *** custodian. Please do not hesitate to contact us with any questions. Have a great day!