ComplaintsforCharles Schwab Corporation

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Charles Schwab has repeatedly, even after multiple phone calls, complaints, emails, and even physical letters, CONTINUED to send me emails regarding someone else's financial accounts, even including personally identifiable information as well as documents containing extremely sensitive information. I WANT IT TO STOP. I got so sick of it that I even filed a FINRA complaint but THE EMAILS KEEP COMING. If this BBB complaint doesn't stop them then the next thing I do is print out every single email and transcribe every single one of my RECORDED PHONE CALLS, and start mailing them to every news agency I can find. This is ******** and it is a FLAGRANT violation of their customer's privacy rights.

  Business response

  11/12/2024

  Please see attached for response

  Customer response

  11/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 8/29/2024 our stock account was hacked. ********************** appropriately blocked our account and it was tied up with their fraud department for about a month before they would allow us access back into ANY of our accounts. Although we were given back access to go into our account online, it has been 2 months now and Schwab still has not given us access to trade in our account unless we call them to place the trade over the phone. I have been in contact with Schwab about this several times with the last time on 10/29. I get the same story every time which is, they have no direct access to their fraud department and the only thing they can do is email them and wait for someone to look at our account. This is unacceptable and we want access to trade online.

  Business response

  11/07/2024

  See attached

  Customer response

  11/07/2024

  I have reviewed the business response and accept this resolution.  The problem has been resolved.  Thank you.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schwab is holding $5,257 of my money in a custodial account which I and my father Charles have been trying to recover for the better part of a year. We have had ***** conversations with various people at schwab who have given us a variety of (often conflicting) reasons why the account cannot be closed. We have been told to call someone else, have completed numerous forms and been told to go to a walk-in location. I am a senior in college and need money for my living expenses. I don't know if this is intentional or Schwab is just wildly unorganized, but I would like any assitance you can provide in getting the money my Grandmother intended for me. Thanks so much!

  Business response

  10/31/2024

  October 31, 2024
  
  Dear Better Business Bureau,
  
  RE: Case ID ********
  
  I am writing in response to the October 28, 2024 correspondence to Charles Schwab & ********* regarding the above-referenced matter.
  
  Charles Schwab thoroughly researched the concern and responded directly to the person initiating the inquiry you forwarded in accordance with required regulatory guidelines.
  
  Thank you for the opportunity to be of service in this matter.
  
  Sincerely,
  
  

  Client Advocacy Team
  
  Tel  ************  | Fax  ************
  Charles Schwab & *********
  ***********
  Mail Stop: PHXPEAK
  *************, *******;94105
  
  Investment Products:  Not FDIC-Insured No Bank Guarantee May Lose Value

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Schwab refuses my repeated requests for digital communication. I have asked for several years that they not call me. I am trying to send a an international wire. I am severely hearing impaired and have repeatedly asked that they do any of three things: 1. When they call, leave a message that I need to call them back. They never do so I don't know who called. My phone will transcribe the message if they bother to leave one.2. Email me and ask me to call them back. This actually happened once.3.Send a secure message through the website. I will see that right away.They insist on a voice call. I can return calls but I and I cannot understand most of what they are saying, even with my headset. This is unsafe when moving large amounts of money as I can make an error. We are now, after many days of trying, in an emergency situation and the issue is not resolved. I will have to move my assets to another financial house which will be a lot of work on my part.

  Business response

  10/29/2024

  Please see the attachment for an update.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was transferred from *************** to Charles Schwab in June of this year. Account ending in 7041. I have not been receiving any statements from Schwab. When I called Schwab in the July timeframe, their representative told me that my account balance would be forwarded to me in two weeks. After not receiving the account balance and any communication from Schwab I called them again and after more than an hour, I was told that my account had been closed and they could not forward my funds to me unless I opened up a new account with them. Given this senecio, I have no desire to open a new account with **********************. All I want is my funds back.

  Business response

  10/25/2024

  Resolution File attached

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Charles Schwab is in the business of making money on investments. But once stock is sold? They are intentionally holding MY money, to make them corporate greedy people money for 17 days till Im paid my money? Ill be filing in small claims court for my interest. Corporate America? Im fighting back now. Its my money. Its time we take back our power. The money they make on me times several thousand people add another yacht to the CEOs collection? No more. Pay me immediately, and anyone who wil listen to me? Ill be talking up a blue streak. Wonder if this is the reason for such a low better business rating.

  Business response

  10/24/2024

  See attached for resolution.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Opened a self directed investment account with **********************. As soon as initial deposit cleared Schwab suspended one of the account holders. Did not notify account holders in writing just could not log on to platform. Had to call in and ask why couldnt log on. Schwab would not give reason for suspension. Schwab told us the other account holder could still access platform. Second account holder used platform to send a wire transfer. Schwab then suspended second account holder. ********************** recalled wire transfer that had already been delivered. Just as with first account holder no notification no reason why. Schwab states account is investigated for fraud. Specifically legitamacy of funding. Account holders gave ********************** name and contact of source of funds. Source of funds was notified by account holder. Source of funds was legal settlement and check was from law firm. Schwab never contacted law firm to verify source of funds. Schwab told account holders that we could not contact investigator. Schwab told account holders there was no compliance department at Schwab. Schwab continues to hold account holders funds and account holders have no access to funds. Account holder asked that account be closed. ********************** refused to close account and refund account holders money. Schwab says investigation will take 90 days to two years. Account holder has no documentation because Schwab never sends any written notification or email about account suspension. Account holder is forced to talk to different person each time they call in to Schwab account holder has no contact at Schwab with any knowledge of issue. Upon starting investigation Schwab made no effort to contact account holders and ask about source of money. Source of money is legitament and was a legal settlement with **** compensating farmers who encountered discrimination at ****. Schwab agents have laughed at account holders when they call in. Schwab agents have hung up on account holders when they have called in.

  Business response

  10/18/2024

  See attachment for details of resolution

  Customer response

  10/23/2024

  I am rejecting this response because:   SCHWAB DID NOT ADRESS WHAT WOULD BE DONE TO FIX THE DAMAGE DONE. SCHWAB ALSO RESPONDED BY DIRECTLY STATING THAT THEY WERE FURTHER SUSPENDING OUR ACCOUNT BECAUSE WE MADE THE COMPLAINT:  shortly after registering complaint with BBB and government regulatory agencies Schwab lifted the suspension and we had access to our money for three days then the individual employee ****** ********* sent an email to us stating that because Schwab recieved notification of the complaint that he had implemented a suspension of the account.  So our account was put back on suspension after we only had a few days of access.  Schwab not only retaliated against us for making the BBB complaint but rubbed it in our faces in an almost extortion like manner;  basically saying 'since you made a complaint and reported us to the BBB we are now putting your account on further suspensions'.  We can only intrepret this to mean that Schwab is saying 'if you tell on us well keep your money'.  The initial reasoning for the suspension was too confirm the validity of the source of the funds (the source of the funds was the law office that represented us in a lawsuit).  After we sent in this initial complaint Schwab lifted the suspension stating that they had spoke to the law firm and verified the funds.  Now they are saying they suspended our account after they found out we complained and that this second suspension was to verify our identity (our identity was verified when we opened the account and shouldn't our identity have been verified when they spoke to our legal representative who sent us the check.  I mean this was a settlement from a federal agency (the ****) and if they had concerns about our identity wouldn't that have been the time to bring that up when verifying the funds.   It seems Schwab is mad we reported the violations to our consumer rights and now will continue to find ***** reasons to keep suspending our account.  We have had access to our money for barely 10% of the total time since the funds cleared just over a month ago. meaning we gave Schwab ****** dollars and Schwab has been able to make our money part of thier portfolio of deposits and use the money in thier general fund without concern that we would withdraw the money 90% of the time since they recieved the money.  we only have had a two small windows to do anything with our money (make investments or withdraw the money to use it). this has caused major disruptions to our daily lives and has caused financial duress in our household as well as cost us untold amounts of money that we could have made if we had access to invest or transfer the money.  In the three days that we did have access we began withdrawing the money to close the account and made a transfer request for all remaining funds to be moved to an account at another brokerage. By putting the account on suspension ********************** was able to block the removal of our money from Schwabs possession.  Now we are further inconvenienced and are bieng asked to travel over ****************************************************** person.  *** is running a business full time and has a family, a partner who will be under going surgery and ***** is over 90 years old.  It will take months for us to both make this trip and it could put Fidels health at risk as he cannot fly.  Obviously Schwab has our information they are aware of the difficulties we will have.  as an alternative they offered us the option of sending a number of certified copies of documents along with notarized documents and they would "thoroughly review" these documents which would take anywhere from 90 days to 2 years according to the disclosures they gave us.  just a continuation of holding our money hostage.  The fact that Schwab has now retaliated against thier own customers for complaining to the ******************** is outside of good business practice and is basically like extortion.  What's worse? they are using a clients age limitations as a way to continue to hold on to our money.  This is a self directed account and we do not owe Schwab money and we are suppose to be able to with draw all of the money at any time without penalty is we so choose.  Schwab has ignored to address these issues in thier response emails only stating that Schwab has instructed us on how to remove the account from suspension (travel 400 miles or wait 2 years for investigation to conclude.  In an email response to Schwab and for the fifth time we requested the contact information for thier compliance department and name of thier compliance director.  they simply ignored this request and did not address it in thier response for the fifth time.  lastly Schwab has failed to rectify the damaging acts and negative credit reporting that they caused during the first suspension in which they recalled wire transfers that had been made prior to the suspension.  During the initial suspension and in a premature rush to judgement they advised our other banks where the wires were sent that those wires were fraudulent and asked for a return of the money.  our other banks returned the money from our accounts, flagged us as having committed fraud and then closed our accounts.  when the source of the funds was verified and no fraud was found no effort was made by Schwab to notify the other banks that they had made a mistake in recalling the wire transfers, and that no fraud had occurred.  Now the other banks have made negative reports about our banking history on credit agencies such as ************ based on these account closures for "fraud" that Schwab caused without having first fully investigating the source of the funds.  The Damage caused and the risk Schwab represents to the financial industry and other depositors could cause wide spread mistrust of banks if Schwab is allowed to do these types of self serving and illegal financial acts under the guise of  investigating "suspected fraud".   let us not forget the great depression was caused by the wide spread mistrust of banks and other deposit based account business products.  Schwab has openly abused thier powers to investigate the sources of deposits and identity of depositors, using the investigation process that was meant for good to do very bad things to anyone who deposits with them.  again we ask that Schwab lift thier suspension of our account after they only temporarily removed the initial suspension for a few days and quickly reinstated it under a new set of false premises and we also ask that Schwab give us the contact of thier compliance department, fix the damage they caused to our credit record and comply with our efforts to close our account and transfer our money out of Schwabs possession.

  Customer response

  10/24/2024

  ****** RESPONSE TO THE BBB ABOUT OUR COMPLAINT STATES THAT CHARLES SCHWAB HAS COMMUNICATED WITH THE CLIENT.  I WANT TO MAKE IT ABSOLUTELY CLEAR TO THE BBB THAT SHWABS COMMUNICATION WITH US ABOUT THE COMPLAINT WAS RETALIATORY:  WHEN SCHWAB WAS NOTIFIED OF OUR COMPLAINT THE *** FIRM WHO WROTE THE CHECK FOR THE FUNDS THAT SCHWAB WAS INVESTIGATING HAD ALREADY CONTACTED SCHWAB AND VERIFIED THAT THE FUNDS WERE NOT FRAUDULENT AND THAT WE WERE WHO WE CLAIMED TO BE, THAT THE *** FIRM HAD REPRESENTED US IN A LEGAL **** AGAINST THE **** AND WE HAD RECIEVED THOSE FUNDS AS A RESULT OF THAT SETTLEMENT.  SO THE ISSUE HAD PRETTY MUCH BEEN WRAPPED UP WHEN SCHWAB RECIEVED NOTICE FROM THE BBB OF OUR COMPLAINT AND OUR ACCESS TO OUR ACCOUNT HAD BEEN REINSTATED.  A FEW DAYS LATER SCHWAB RECIEVED NOTICE OF OUR COMPLAINT TO THE BBB AND INSTEAD OF BEING SATISFIED THAT THE ISSUE HAD FOUND ITS RESOLUTION, THE COMPANY EMPLOYEE ****** ********* NOTIFIED US THAT THE ACCOUNT WAS BIENG PUT BACK ON SUSPENSION.  IN HIS ***** MR. ********* DESCRIBED HIS DECISION TO SUSPEND THE ACCOUNT BASED ON THE **** THAT WE HAD COMPLAINED TO THE BBB:  AN ACT THAT WE FIND INTIMIDATING AND RETALIATORY IN THE FACE OF OUR COMPLAINT TO THE BBB ABOUT WHAT COULD BE SEVERAL VIOLATIONS OF CONSUMER FINANCE ***.  THE EXTORTIONARY NATURE OF THE RE-IMPLIMINTATION OF THE SUSPENSION AND ESPECIALLY THE ACT OF SENDING US AN ***** NOTIFYING US THAT THE ACCOUNT WAS RE-SUSPENDED BECAUSE OF THE COMPLAINT IS A BRAZEN DICREDIT TO WHAT THE BBB REPRESENTS IN OUR ECONOMY.   IN THE ***** SCHWAB OFFERRED NOT A SINGLE OTHER NEW EVENT OR NEW REASONING FOR TAKING AWAY OUR ACCESS TO OUR MONEY ALL OVER AGAIN.  NOW WE FIND OURSELVES IN AN EVEN MORE STATE OF FRUSTRATION AND A FEELING OF BIENG TREATED UNFAIRLY. OUR EFFORTS TO SEND *****S ASKING WHY THE COMPANY WAS ENGAGING IN A RETALIATORY ACTION AND WHETHER THERE WAS ANY FURTHER EXPLANATION FOR THIER ACTIONS JUST FELL ON DEAF EARS.  SCHWAB RESPONDED WITH AN ***** THAT DID NOT ADRESS ANY OF THE ISSUES WE RAISED AND WAS SIMPLY A FORM LETTER STATING WHAT HOOPS WE HAD TO NOW JUMP THROUGH TO GET THE ACCOUNT OFF OF SUSPENSION AGAIN.  THOSE HOOPS REQUIRE TRAVEL OVER 400 MILES TO A BRANCH IN ***** OR ******** TO PRESENT OURSELVES PHYSICALLY; THATS BOTH OF US TOGETHER IN PERSON TO GET THE ACCOUNT RESTRICTION LIFTED IMMEDIATELY; OR IN A PROCESS THAT COULD TAKE ANYWHERE FROM 90 DAYS TO 2 YEARS SEND IN PHOTOCOPIES OF OUR ID'S AS WELL AS SPECIFIC DOCUMENTS SIGNED BY A NOTARY AND FAXED TO SCHWAB FOR REVIEW WHICH WOULD BE INVESTIGATED OVER THE AFOREMENTIONED TIMELINE.  *** RUNS A BUSINESS AND HIS PARTNER IS DUE IN SURGERY ON MONDAY AND ***** IS IN HIS NINETIES AND CANNOT FLY.   SO WE ARE FACED WITH ANOTHER EXTENDED TIME PERIOD WITHOUT ACCESS TO OUR MONEY HELD IN THE SCHWAB ACCOUNT.  SINCE WE OPENED THE ACCOUNT WE HAVE HAD ACCESS TO OUR MONEY LESS THAN 10% OF THE TIME SINCE FUNDING.  THATS ONLY 10% OF THE TOTAL TIME TO MAKE INVESTMENTS OR WITHDRAW OUR MONEY.  WHEN THE SUSPENSION WAS BRIEFLY LIFTED WE BEGAN TRANSFERING MONEY OUT OF SCHWAB AND WE HAD REQUESTED THAT ANY REMAINING FUNDS BE TRANSFERED TO WEBULL WHICH IS A COMPETING BROKERIDGE.  NOW SCHWABS ACT OF RETALIATION HAS BLOCKED OUR EFFORTS TO TRANSFER OUT AND CLOSE THE SCHWAB ACCOUNTS.  AND IN THE MEANTIME SCHWAB WILL ENJOY SHOWING OUR MONEY AS PART OF ITS PORTFOLIO AND CAN BE USED BY SCHWAB AS GENERAL FUNDS BIENG THAT A SELF DIRECTED INVESTMENT ACCOUNT THAT CONTAINS ONLY CASH IS NOT REQUIRED TO BE HELD IN A 3RD PARTY TRUST ACCOUNT.  AND ********************** WILL HAVE A GAURANTY THAT OUR FUNDS WILL NOT BE AT RISK TO BE WITHDRAWN OR OTHERWISE USED BY US TO INVEST SO LONG AS OUR ACCESS TO OUR MONEY IS SUSPENDED.  IN A TIME FRAME OF SCHWABS OWN CHOOSING SCHWAB CAN NOW WRAP UP THE **** OR SIT ON THIER HANDS FOR MONTHS EVEN YEARS WITHOUT ANY RECOURSE AFFORDED TO OURSELVES. SCHWAB WAS WELL AWARE OF OUR LIMITATIONS IN TRAVELLING TO A PHYSICAL BRANCH AND THAT THE ONLY OPTION WE WOULD HAVE WOULD BE THE ONE THAT ALLOWED FOR SCHWAB TO TAKE AS LONG AS THEY PLEASED WITH THE REVIEW OF OUR DOCUMENTS.  THE BBB SHOULD BE GREATLY ALARMED THAT A BUSINESS WOULD RETALIATE AGAINST THIER OWN CLIENT FOR NO OTHER REASON EXCEPT THAT THEY REGISTERED A COMPLAINT TO THE BBB.  WE NEVER COULD OF IMAGINED THAT THIS WOULD BE THE OUTCOME AND THAT SCHWAB WOULD OPENLY INTIMIDATE A BBB COMPLAINTANT.  BESIDES A LACK OF TRUST THE EXPEIRENCE HAS BEEN INTIMIDATING AND WORRISOME;  WHAT OTHER HARM WILL SCHWAB BRING TO OUR FINANCES IF WE CONTINUE TO COMPLAIN TO THE BBB.  AND WHAT PROTECTIONS WILL BE OFFERED TO US BY THE BBB.  WILL THE BBB STAND BY ITS PURPOSE; TO PROTECT CONSUMERS FROM ABUSIVE BUSINESS PRACTICES.   WE ARE CALLING ON THE BBB TO CONFRONT SCHWABS ABUSE OF THE BBB PATH TO CONFLICT RESOLUTION IN US BUSINESS/CUSTOMER RELATIONS.  IF COMPANIES CAN RETALIATE AGAINST CUSTOMERS FOR CALLING THE ******************** IN THIS WAY THEN WHAT COULD THE BBB'S FUTURE POSSIBLY BE IN SUCH AN OPRESSIVE BUSINESS CLILMATE.  

  Customer response

  10/24/2024

  FUNDED A SELF DIRECTED JOINT INVESMENT ACCOUNT AT **********************.' ACCOUNT WAS SUSPENDED I COULD NOT GET ANY ANSWERS WHY. COMPLAINED TO BBB ABOUT SUSPENSION. AFTER I COMPLAINED NOTIFIED BY SCHWAB THAT THEY COMPLETED INVESTIGATION OF ACCOUNT. ********************** TALKED TO LAW FIRM WHO WROTE THAT WROTE CHECK USED TO FUND THE ACCOUNT . LAW FIRM VERIFIED THE FUNDS AND VERIFIED THE LEGITIMACY OF ACCOUNT. THE ACCOUNT WAS REINSTATED. THOUGHT AS A RESULT OF BBB COMPLAINT. SHORTLY AFTER ACOUNT REINSTATE, I GOT EMAIL FROM ****** ********* WITH SCHWAB. EMAIL INFORMED ME THAT WAS AWARE OF THE BBB. COMPLAINT. THAT THE ACCOUNT WAS GOING TO BE RE-SUSPENDED. ********* HAD NO NEW EVENT OR CONCERN FOR SUSPENDING MY ACCESS TO MY MONEY JUST THE **** THAT SCHWAB HAD BECOME AWARE WE COMPLAINED TO BBB ABOUT FIRST SUSPENSION. MR. ********* COMMUNICATED HE WAS RETALIATING FOR MAKING THE COMPLAINT. EXPIERENCE IS INTIMIDATING AND DEMEANING. OVER A MONTH OF HAVING NO ACCESS TO OUR MONEY THEN 3 DAYS GETTING ACCESS BACK THEN IT WAS TAKEN AWAY AGAIN. DURING THOSE THREE DAYS WE TRANSFERED THE FUNDS OUT OF THE ACCOUNT AND INSTRUCTED WEBULL TO TRANSFER THE REMAINING BALANCE OUT INTO WEBULL, A COMPETING BROKERIDGE. BY SUSPENDING OUR ACCOUNT IN RETALIATION SCHWAB WAS ALSO PUT STOP TO EFFORTS TO TRANSFER ASSETS OUT OF SCHWAB TO CLOSE THE ACCOUNT. CLOSING ACCOUNT WAS DESIRED OUTCOME IN FIRST BBB COMPLAINT. BUT SCHWAB IS NOW HOLDING OUR MONEY HOSTAGE AGAIN. TOLD US TO DRIVE ****************************************************************** PERSON TO VERIFY OUR IDENTITY. OR SEND NOTARIZED DOCS AND WAIT 90 DAYS FOR REVIEW TO BE COMPLETE. SCHWAB HAs ignored our concerns that this suspension is act of retaliation has refused to give us access to compliance department.

  
  

  Customer response

  10/24/2024

  I opened a self directed brokerage account at *********************************************. ********************** suspended the account after I had made several wire transfers to accounts I have at other banks from my Schwab account. the issue of the suspension was that Schwab accused the funds I deposited into my Schwab account of bieng fraudulent. an investigation lasted a month and the funds were found to be 100% legitament and NOT fraudulent. However during the investigation Schwab made recalls of the wires I had made to other accounts I held at other banks. they totaled over ********. Schwab demanded the money be returned and stated that the wire transfers were FRAUDULENT. The banks where these accounts were then notified me that I had committed fraud, they closed my accounts and they made note of Fraud in my ************ credit report. after Schwab had verified the funds SCHWAB MADE NO EFFORT TO CONTACT THOSE BANKS TO TELL THEM THAT SCHWAB HAD RUSHED TO JUDGMENT AND THAT MY MONEY AND TRANSACTIONS WERE NOT FRAUDULENT. SCHAWAB DID NOT REFUND THE BANKS THE MONEY THEY HAD DEMANDED BE RETURNED. SCHWAB DID NOT MAKE ANY EFFORT TO FIX THE DAMAGE THEY CAUSED TO MY CREDIT FILE. WHEN I SPOKE TO SCHWAB ABOUT THIS THEY SAID THAT THEY WERE NOT SURE IF THEY COULD DO ANYTHING TO FIX THE PROBLEMS THEY MADE. MY FINANCES HAVE BEEN DAMAGED, MY ABILITY TO OPEN A BANK ACCOUNT HAS BEEN RUINED AND NOW I OWE THESE BANKS MONEY. MY REPUTATION HAS BEEN WRECKLESSLY DAMAGED

  NOTIFY IN WRITING NTHAT SCHWAB MADE A MISTAKE AND NO FRAUD WAS FOUND SEND ME A COPY OF EACH LETTER. AND A LETTER OF APOLOGY TO MYSELF FOR DAMAGING MY REPUTATION. PAY BACK THE BANKS WHO NOW SAY I OWE THEM MONEY. OPEN BANK ACCOUNTS AT ********************** TO REPLACE ACCOUNTS THAT WERE CLOSED 1 PERSONAL AND ONE BUSINESS
  

  Business response

  10/24/2024

  See attached File for details of Resolution

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Charles Schwab *************** 9/5/24 & provided them a death certificate & supporting documents to inform them of my father's passing on 7/31/24. My father has an account with *********************************************. My father was a US veteran. I received an automated response that they would review all documents until 9/25/24 and then reach out to me. They did not reach out. I called and was told I had to make an appt with a relationship specialist (***** Begemen) and she was not available until 10/8/24 to meet. I noticed the meeting invite sent to me for 10/8/24 was sent in ****** time, so I called *************** (twice) and they confirmed (twice) that the meeting was scheduled for 12N Central time (10am AZ). Having doubts, I ensured my phone was on me all morning in case their inconsistent time zone info translated to 9am my time. Ms. ******* did not call me at either 9am or 10am and when I called *************** to investigate, they told me she filed a note in the system indicating she called at 9am and did not reach me. She absolutely did not call me at 9am. In fact, I received no phone calls that morning at all (no missed phone calls) - ringer was on loud and clear and phone was on me. I was then told I needed to make another appointment with ***** *******. My brother, who is the *** for my Dad is a real estate agent and moved appts around for the 10/8 meeting. I work in cancer research and moved meetings around for the 10/8 meeting. I asked to speak to her supervisor and they told me I had to make an appt with the supervisor, then took all the info that Charles Schwab already had to make the original appointment, even though I already provided the case #. I was told ***** ********* supervisor would contact me within ***** hours. This entire scenario is completely unacceptable. They are preventing disbursement of my Dad's account to his beneficiaries. They need to immediately contact me at ************.

  Business response

  10/14/2024

  Please see attached for formal response

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My brokerage account is closed and is worth $2080. I've been trying to get my funds for months but they keep saying the group thats handling it is small and it takes time. They sent me a letter from fraud because they thought it wasn't me. They sent me a second letter saying the hold has been taking off. When I call to get my money they say it's not and keep giving me the run around.

  Business response

  10/18/2024

  Please see attached document.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a cost basis change and I got a email saying "Your cost basis step-up request is complete" so I believed them and started to sell some stocks based on that and I realized something was wrong and they did not "complete" anything and have actually caused me to lose a lot of money. They will lie to you and they will do things incorrectly and cause you to lose money.

*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. ↩