This last string of emails is probably my last, I estimate that I will have no reason to complain within 10 days as I will no longer be a customer. I will likely send the whole string of emails to Mr. Schwab himself along with my zeroed out account balance after I have left. I think that the strongest messages are sent by customers walking away.
Schwab writes:
>Thank you for your e-mail. Our responses are addressing the issues to the extent that we can
>over email. As per our previous phone discussion, any further dialogue you wish to have should be directed to us by phone conversation.
>
>If you have any further questions or concerns, please do not hesitate to contact us. Thank you for using Schwab's Electronic Brokerage Services.
I responded:
Since I did not receive any different information from our phone conversation, I do not see what benefit there is to me to address my concerns through that medium. I am not sure why it matters to Schwab what vehicle I choose to communicate my dissatisfaction with Schwab's reliability and unresponsiveness to my concerns, but I prefer the written word as it is a more precise record of what I express and how Schwab responds.
Since I am pretty good at connect-the-dots, I will assume that you are instructed on how to respond to these kind of complaints. With that in mind, when you see my complaints come across the desk, just send the canned response, I'll know that it isn't you personally that is blowing me off, rather it is the management at Schwab.
Schwab's response:
Thank you for your e-mail. We do use compliance approved responses for particular issues such as system problems. I do understand from previous email and phone conversations that the level of detail in these responses is not sufficient for your requests. We have passed your comments to our technical services and compliance departments for review, however the approved responses are all we can use in response to your inquiries.
If you have any further questions or concerns, please do not hesitate to contact us. Thank you for using Schwab's Electronic Brokerage Services. |
