(13) Net new customer assets are total inflows to all new and existing customer accounts less total outflows from all closed and existing customer accounts. The net new banking assets and net new brokerage assets metrics treat asset flows between E*TRADE entities in the same manner as unrelated third party accounts.
(14) Delinquent loans include charge-offs for loans that are in bankruptcy or are 180 days past due which have been written down to their expected recovery value. The following table shows the total amount of charge-offs on loans that are still held by the Company as of the periods presented (dollars in millions):
|Q3 2012||Q2 2012||Q3 2011|
|One- to four-family||$ 463||$ 470||$ 430|
|Total charge-offs||$ 773||$ 747||$ 580|
(15) Includes unpaid principal balances and premiums (discounts).