The Entrust GroupReviews 

Guess I'll pile onto the negative experiences. Had a n IRA that was sitting there for years with entrust group--just languishing. When I finally decided to transfer it to another investment vehicle entrust group hit me with insane administration fees. They are exactly what their record says they are.

All the previous bad reviews of this group are spot on. I've never experienced what I must assume was negligence. There is no way that their terrible service could possible be incompetence. It must be deliberate. I have never written a bad review about any business before. But folks need to be warned to not engage with The Entrust Group.

I requested a payout of £71,600, but nothing moved for weeks.
A𝓶͟𝓫͟𝓸͟𝓻͟𝓲͟o took over and pushed the platform to act.
Before A𝓶͟𝓫͟𝓸͟𝓻͟𝓲͟o intervened, emails went unanswered.
Live chat disconnected mid-conversation.
The silence felt intentional.
Funds were finally released.

I have had The Entrust Group as custodian of one of my IRAs for over 8 years. Initially all was fine, however that was then and now things aren't good. Their fees for doing transactions have become extreme and attempting to do a Roth conversion of an asset that Entrust listed, has become a nightmare - enough that I have opened a case with FINRA.

My advice - STAY AWAY....

Bad Client service. Very very rude. They need to hire people better people. Had very bad experience with Jordan.

I just could copy and paste from the comments below. Issue after issue that I have dealt with them over the past couple years. The latest is that I did a distribution from my IRA to my personal account. I received notice from the depository that the metals hit my personal account on Dec. 9th, three weeks after the request. Now on Jan. 11th the activity has not been posted on my account, BUT Entrust made sure that they charged me for the metal storage that I also paid storage fees in my personal account.
Company is very unresponsive.

This company is totally unprofessional. I gave them a benifit of doubt and allowed them to send me their offer via email. I said I would make my mind, they called me and I confirmed I was not interested. Since December last year they alrady called me dozens of times, generating phone numers from all over Europe, I asked them multiple times to stop, they keep calling me in an harrassing manner. They even identified them semlves as other companies inittially, once they said that they were calling from Revolut. Revolut does not call you like that, and later on explained they they have a partnership with them, which I jardly doubt. There is a clear illegal and harrassing approach. Be carefull with them!

I can only echo what others have said. They are impossible to deal with. Very responsive when you set your account up, of course...
But after that?...nothing but total frustration. You can never get someone on the phone. Very long wait times for a return call OR email.
Transactions ALWAYS have a problem.
Stay away from these people.

Entrust is horrible to work with. As they do not work with you at all. We are trying to cancel our holding fees as the company with the promissary note is bankrupt and they will not do it. We get a different story every time we talk with them. And they lost at different times payouts to us that they cannot find.

TERRIBLE! I sent them all of our sensitive information including driver's licenses, social security numbers, bank accounts and much more.

They responded saying the ROTH application is in process. I never heard anything again. That was 3 weeks ago. I have called 11 times but no response.

Last week I had fraud on my credit card and had to cancel it. Not sure if it is related but the dates coincide.

Terrible... they never respond.

On November 20, 2013, I invested into physical gold, which was set in trust by The Entrust Group. I was sent documentation by Entrust reflecting the items involved in my investment. On December 15, 2013, my Entrust statement reflected an escrow account of $15,028 (the gold coins from my investment). I immediately called Entrust inquiring why it reflected an escrow rather than my coins, as it reflected the coins of the balance of my account, I was told not to worry it was merely they had not posted yet. I did not receive a 2014 statement. On November 13, 2015, I received some correspondence from Entrust stating they had not received the gold portion of my investment. I was told during their “annual audit” it was found the coins were not in their possession, mind you this was 2 years after the initial investment.
I have been in contact with Federal agencies and Oregon’s DFR, they agree I have been harmed, but they have no regulatory role in the Presious Metals Industry. Entrust and companies like them have no governmental regulatory oversight.
I have asked Entrust to assist me in filing a claim to recover my investment, I was told it was “…our responsibility is to facilitate the transaction between all the parties including the client, the dealer and the depository.” The statement goes on to say that “…the fact that My Private Bullion did not send to the depository the metals you bought from them is not our responsibility as a passive recordkeeper.” Curious, so when it is “your responsibility to facilitate” and you do not “facilitate” your response is we’re just a “passive recordkeeper”?
Entrust was not truthful on December 15, 2013, when I inquired about the “escrow account”, did not follow up on it then or ever until their “annual audit” which was done 2 years after the fact, and now they tell me they’re just the bookkeeper?

I had a self directed IRA through them for years, and our credit card number was changed due to identity theft, and we forgot to notify entrust group of this. They never called us, and notified the IRS that we had dispersed the account. This happened several years ago. I have tried to get a hold of someone there to discuss resolving this situation and no one will contact me or call me back. I spoke to a representative on this several years ago, he said it was my fault and they hung up on me. Since then I have left many messages for Entrust to call me and they have not called me back. My account has been stuck in limbo for years and the IRS is pursuing me for more than $10k in taxes and penalties, which I am trying resolve. Run from this company. They are horrible.

THIS IS A TERRIBLE COMPANY. UNDERSTAFFED. LONG TIMES TO CONTACT, RESPOND TO OR COMPLETE REQUEST. TELL YOU DIFFERENT THINGS AT DIFFERENT TIMES. AVOID THIS COMPANY

This is not a good company. Poor customer service and surprise charged me $250 to transfer my IRA out.

In working with their precious metals group to perform a RMD, it is like a labyrinth of obstacles.

I had a terrible experience with this company. They were so slow to respond, and to make the transfer out to another IRA. They charged high fees (I think $150) just to close the account, in addition to high fees for transfers in and out. I do not recommend this company in any way.