Charles Schwab Customer Service

User Reviews, Ratings and Comments

Charles Schwab customer service is ranked #24 out of the 538 companies that have a CustomerServiceScoreboard.com rating with an overall score of 98.20 out of a possible 200 based upon 45 ratings. This score rates Charles Schwab customer service and customer support as Acceptable.

NEGATIVE Comments

27 Negative Comments out of 45 Total Comments is 60.00%.

POSITIVE Comments

18 Positive Comments out of 45 Total Comments is 40.00%.

Issue Resolution

Reachability

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Product Knowledge

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I have been trying to register a small publicly traded stock with Schwab for months. Since the share price is only $2.00, they consider it a penny stock and require 4-6 weeks to evaluate whether to let me trade it. Then as the time is almost up, they ask for more information and restart the clock. Infuriating.

fed up with schwab 5/14/12 2:08PM
Charles Schwab doesn't know the meaning of customer service, friendliness or treating people like valued customers. We refinanced a mortgage there several years ago, and I had e-mailed the mortgage facilitator at the time at Schwab how important paying down the mortgage early as we could afford it was to us and that we wanted clauses to facilitate that. When I tried to do that a few weeks ago I learned that the extra payment sat in a no-interest account until the date of my regular payment (and there was a clause, "my bad" - I didn't catch it when I read the documents - that said this would be the case. The worst was when I e-mailed and asked about it and was treated to poorly - it took e-mails and e-mails to find out why, with no warmth, no graciousness, no feeling like I was a customer, much less a valued customer. I ended up feeling so abused that I moved my mortgage (took 15 minutes on line, and I knocked another 3 years off the mortgage with a lower rate - my "good"). And, I'm moving our investments, IRAs, ROTHs etc., out as well. Charles Schwab is too big to even treat each customer nicely, so I voted with my feet - me and $.5M of business walked. Life's too short to be treated badly, no matter the level of your income or investments with a company. Good bye and good riddance.

Sharon in Waitsburg 5/10/12 7:41PM
I am getting ridiculously bad service from Schwab security people. They have blocked my
account several times in past few weeks and
today blocked again less than 12 hours after
a long phone call with them to get unblocked.
After 27 minutes of fruitless conversation I
am still blocked and they give me no reason
why. I am a lomg time Schwab customer, a very
active trader and have over a million dollars
value in my Schwab accounts. They have even
reversed my transfer of funds from one of my
accounts to another of my accounts, costing
me interest charges.
For 12 years I have had excellent service from my account executive and her office manager, but now that I have to deal with security people they seem to just not give a
damn.

al.holloway 5/2/12 9:02AM
There's a difference between calling Charles Schwab Brokerage, and Charles Schwab Bank, for Customer Service. As of April 17 2012, the link for this information is at: http://www.schwab.com/public/schwab/client_home/contact_us, which includes phone numbers and email addresses.

Sarah Lyon 4/17/12 8:19AM
Schwab's IRA distribution form is 7 pages long, whereas my other Broker's form is only 2 pages. Also, I have to US mail it to Orlando or Phoenix, both cities are 1000 miles away from me, whereas my other Broker has a local office I can drop off at in person, as well as receive personal attention. I'm considering moving my assets out of Schwab's hands.

Anonymous 4/10/12 7:49PM
I opened a investment account with Charles Schwab when I was 18. When I opened account Schwab allowed me to use my friends social security number on account. The account is in my name but has my friends social. My friend went into Schwab without my permission and purchased certificates and sent them to me via private investigator. When I had certificates I was able to access the account from the account number on stock certificate. The certificates were stolen and misplaced. I dont know the account number and the account does not come up in Schwabs computer system based on my first and last name. In 1997 the account was worth 17 million dollars today I estimate the account to be worth 20 some million dollars. I purchased shares of Microsoft,Cisco and yahoo. My problem is locating my friend to get her social for I can access my account. I think Schwab should have access to my account based on first last name and address.My name is Patrick Glenn the address on account is 522 College drive Raeford NC. . I have a account with Schwab that is lost and I dont have access to

Patrick 2/26/12 10:22AM
I transferred $500,000 in November to get the incentive in two different accounts. I call my broker and still can't get the bonus and can't be told when it will come. If it doesn't show up soon, I'm calling the SEC.

pw 2/23/12 8:58AM
Schwab offered bonuses for amounts of assets transferred to Schwab from other brokerage accounts, in November 2011. I transferred about $54,000 from my Vanguard account in accordance with terms of the bonus, which was $200.
Despite assurances from the account executive at my local Menlo Park branch, as well as the branch manager, Richard Zak, nothing has happened to add the bonus to my account despite several phone calls and their assurances that this would be taken care of.
While it's not a huge amount, I'm determined not to let let Schwab get away with this manner of indifference.

Lila 2/14/12 1:08PM
After 25 years as a loyal customer, I am leaving. They just don't seem to care anymore, and it is time to take them off the gravy train. I am probably in the upper quartile, as far as account size goes, but have been completely ignored this past year. Did anyone else have this experience?

Talking Points ...

Financial Consultants: After my previous financial consultant presumably left Schwab (seems to be a fair amount of rotation) near end of 2010, my new representative has not once talked with me. The only communication I've received from her over the course of 2011 was a holiday card, in which she wrote about "looking forward to meeting me sometime". Isn't that ludicrous? Financial consultants are paid a salary, plus percentage of their customer account balances and additional Schwab services they sell. So, shouldn't common sense lead them to try to retain their accounts (i.e. as pool from which to possibly sell their 'value-added' services)? I guess in my case, 2011 was a good year for her ... expended no effort, yet still netted a profit at my expense. Sorry honey, it's over.

McCarthy Ranch Office: Not hearing from my consultant, I went to this office in late September 2011 and asked to talk with the manager. Receptionist took my name/number and said manager would call me back to discuss. It's now 2012, I am still waiting for his phone call!!! This office seems very dysfunctional. Schwab was there several years, then they vacated, and now they're back. They cater to a large Asian clientele; maybe that is why I got the cold shoulder.

Schwab's Offers: Every time I agreed to go with an approach proposed by my financial consultant (Schwab Adviser Network, Schwab Managed Portfolio, etc.), I had poor to severely negative results (note: Schwab, being middleman, only sells the shovels [faulty or not] and always makes money). In some cases, my capitulation was driven by Scwhab's "deer in the headlights" reaction to market volatility. Throughout the years, never once do I recall a consultant presenting an investment idea that did not include them scoring an extra commission.

Chief Investment Strategist: The pretty and perky Liz Ann Sonders should work for a government institution doing economic forecasts, rather than provide guidance for retail investors. Her presentations are rife with information overload and hedged predictions (net reading: market could go up and could go down .... er, thanks!). Liz Ann, please get a spine and have some convictions.

Opinion Polls: Why again did I waste my time filling out the mid-2011 questionnaire, when absolutely nothing changed for the better?

Holiday Help: If Schwab needs help sending out holiday cards later this year, I'd like to apply. I charge a very reasonable $250 per card signing (note: this is a small fraction of the amount Schwab's compensation schedules indicate my financial consultant would receive for doing absolutely nothing this past year, save send out a greeting card!).

YaMeDespidoSenorSchwab 2/2/12 3:07PM
Two complaints:
1) I transferred bonds and stocks from another broker to Schwab. Schwab then deducted some of the cash income from the new account, on a monthly basis to pay estimated income taxes without my authorization and without calling me. They would not refund the withdrawn money even though it had not been sent to the irs yet
2)Even though I have a substantial account, they would not take my information over the phone for filling out their forms and then sending the forms to me for my signature.

On the positive side they have some good trading software and sometimes, but not uniformly, very helpful and knowlegeable people on the phone.

annonymous 1/15/12 10:46AM
Charles Schwab has the worst customer service imaginable. They treat their customers rudely and with disrespect. In one case, I am a limited power of attorney on one of my Mom's accounts and was attempting to help her with an issue and they kept escalating it until it reached the Client Advocacy area. When it reached there, they contacted risk management and then froze the account so that no one could take any action whatsoever in the account including my mother. She is 83 years old and they really upset her. The situation is still not resolved. They are a terrible firm with an awful culture. They treat the customers as an adversary, not as customers that are paying their salaries. Beware of placing your money here as an investor.

Anonymous 12/8/11 3:51PM
After 20 + years, I've moved my accounts from Schwab.

They made several errors, violations of privacy, and pushed me to an unqualified Schwab Financial Consultant - all in the last few months.

I left last week after realizing that I'd resent every dollar they 'earn' from my accounts. Mr Schwab's support of the Koch brothers funding of the Tea Party and their attempts to gut Social Security, Medicare, and the EPA are unacceptable and not in my family's best interests.

Mr Schwab remains as Chairman. Look past the trivial Schwab foundation donations spread thin over thousands of non-profits and the balanced contributions to campaigns of both democrats and republicans. You'll find a lack of transparency and that the big money goes to support the RNC.

ByeByeSchwab 11/2/11 7:56PM
If you are a client of Charles Schwab brokerage, heed well the comments of Jonathan (August 2011), regarding the attitude and behavior of the so-called "Client Advocacy Team" at Charles Schwab -- particularly their Phoenix Arizona office. They are not there to advocate for you, the client. They believe they are there to beat down whatever complaint you may have. If you have a complaint with the potential to cause them any embarrassment or hassle with the SEC, they will beat down your complaint -- and "beat you up" psychologically, if they have to -- even to the point of trying to discredit you. Also, before you accept any advice from one of their representatives, ask to see his or her birth certificate and driver's license, and then do a background check. A number of their representatives had felony histories, and the person I was at the mercy of, was using someone else's credentials and had to leave town in a hurry after being arrested for resisting/obstructing a police officer. I was told by their "Client Advocacy Team" that I would not get back the monies he lost me unless I promised never to tell anyone what had happened. Frankly, that is the kind of threat I would expect from a creepy pedophile, not a reputable broker. If you ever have a problem there, move all your money first - with the oversight of an attorney to document their response to your request, and how long it takes them to effect the transfer (months) -- and ONLY when your money is safe, should you dare to complain. Document everything.

Rainman 10/23/11 10:18PM
I have been a client of Schwab for over 20 years and pretty much manage my own investments. My Schwab rep at my local branch was very eager to help and led me to believe he could add value. It didn't take me long to conclude that basically his job was to sell me Schwab products (Windhaven, Pimco Bond Ladders) and earn a commission. When he tried to push me into Windhaven funds, and I requested a prospectus for it he actually sent me a glossy brochure but no prospectus. I had to ask him several times for one and he never sent it (just a basis SEC disclosure but nothing about the performance or management of the fund). He also mentioned that he was under no incentive to sell me Windhaven or Pimco. However, when I received the account agreement for the Pimco Bond Ladder product there was fine print that he would get a commission for his referral of the products. Basically he lied to me.

One other big warning (and this is a big one), be VERY careful of firms Schwab recommends in their network of financial advisors. Unfortunately, some friends of mine needed to park money at Schwab while they decided on someone to manage their money. The investment management firm my friends decided on was a disaster. Besides buying a large position in a bad Chinese stock, the firm provided very little diversification among asset classes, and then charged my friends a 30 day termination fee when they decided they needed to leave that investment firm as soon as possible.

After all of my experiences, my advice is to use the cheap brokerage commissions but do NOT rely on their client reps. They are very sub-standard. I recommend you buy a book by someone who knows his stuff (i.e. David Swenson or John Bogle). It will save you money and heartaches from making big mistakes.

Leslie in California 10/17/11 9:49PM
Without a doubt the most incompetent group of service representatives I have ever seen or heard of in my entire life. The number of times I have had to repeat fax and authorize changes to my accounts is simply staggering. I cannot take it anymore and I am pulling about $1million of accounts out of Schwab with explicit instructions as whom exactly in the organization failed to process these many requests. I would be stunned if even one of these idiots was reprimanded let alone fired or fined. Schwab "service" is a complete joke!

zoomie 10/12/11 10:20AM
I am here for the same reason as the previous poster. In this case it is my elderly mother's account. I am sickened to learn of this donation and am wondering what to do.

Anonymous 9/8/11 12:44PM
I just found out Charles Schwab personally contributed $1 million dollars OFF THE RECORD to the ultra right-wing billionaire Koch brothers who pledge to use the money to defeat President Obama by bankrolling the Tea Party. We are seriously considering shutting down all of our Schwab accounts.

Anonymous 9/7/11 9:31AM
I have been a Schwab customer for around 20 years. I (and family members) currently have 5 active accounts with collective balances over $100,000. Schwab has repeatedly failed me miserably over the years (for example, losing my elderly mother over $20,000 in a supposedly "safe" Schwab government bond funds -- less than $2,000 of which was recouped in a Class Action settlement and, most recently, failing miserably to establish online Bill Pay (a pending request from July 2011 still has not been fulfilled at the end of August 2011) or even to correcly deliver a small (less than $300)hardcopy check to a third party for more than 2 weeks (that required a branch visit to initiate and multiple phone calls to fix the mishandled payment). I am at the point of moving my accounts as soon as I have the time to deal with this completely unsatisfactory company. Schwab's policies and operations are not only inefficient at handling accounts, the company and its employees simply don't care.

MCFox 8/30/11 9:28AM
"We are not your service team"
"We are not your service team"

These are the words that ring out from my conversation with the female manager of the Client Advocacy Team on Monday August, 29, 2011.

In trying get a letter to respond to a government form I spoke with a member of the team earlier on Monday. Then after sending a fax I got an angry, petty, and retributive call back from the female manager over the apparently inappropriately named "Client Advocacy Team." It was basically a call that said "don't call us - we are not here to help you - shut up and go away." It was also condescending.

When I needed a similar letter from Ally Bank, they were happy to help. Their executive escalations group didn't tell me I could not speak to them or that I had to jump through hoops to reach out to them for help. But the wrongly-named "Client Advocacy Team" at Schwab apparently is so caught up in their own self importance that they now don't appreciate phone calls from their customers. Their female manager prefers to treat customers rather like lowly employees that are required to follow her process before reaching out to them, where customers are to be treated either like lowly employees of this woman, or like pawns. Prior to contacting that group I had spoken with several other managers. And I had also been lied to by two employees who told me the letter would be done - then nothing happened. Then I got a denial. And only then did I escalate the issue. Then I DID speak to someone at the Client Advocacy Team. Then after sending a supplementary fax, that's when I got an angry call back from this woman manager of that team telling me "we are not your service team," and basically to F-off and go away.

The FDIC and the Comptroller of the Currency will be hearing about the details.

We are not your service team.

We are not your service team.

This was the message from Schwab's "Client Advocacy Team" on Monday August 29.

Jonathan 8/30/11 8:53AM
signing up for an IRA account and trying to trade in an individual account has been terrible with Charles Schwab.

I completed a set of application forms 4 times - once by fax (the rep said that was all I needed to do), then three other written applications mailed in because I have a Green Card. Each time the rep gave me the wrong information despite my telling him I was a permanent resident.

Then I was given another 5 sets of incorrect information. I am not going into details except to say that a broker told me to apply for a margin account. He knew I was interested in day trading on just one stock - my majority holding. Once I jumped through all the hopes (more incorrect info from them), I finally sold some stock only to be told that my stock did not fit the criteria for day trading and I had to wait 5 days for it to close!

My opinion is they need to train their people thoroughly. I wish I'd never opened accounts with them

bbinthesprings 8/18/11 4:47PM
Schwab customer service is awful. I'm not sure I have enough time to describe my experience with them here. Even if I did, I doubt you'd believe my story because it is UNBELIEVABLE how many the financial reps are at schwab UNBELIEVABLE. OMG!

BadExperience 8/16/11 10:51AM
I have never had a more difficult time dealing with a company in my life. Though most of the representatives I talked to on the phone were polite, they all had the attitude of �this is not my problem� and �you will have to follow our process�. Unfortunately, their process varys depending upon which representative you talk to.
One representative told me they would email me a document. When I didn�t receive an email, and called back, I was informed that they don�t email that type of documents. Another said they would mail me a form but only to the property address on the loan � which is in a different state!! They had already had me send in a change of address form which I had a receipt showing they had received OVER THREE YEARS AGO.
After sending in multiple copies of the same forms I finally thought I had the problem solved. I was told that I would receive the documents within 5 to 7 days, as that was as fast as they could expedite the documents. Unfortunately, and no real surprise, when I called back to see why I hadn�t received the documents I was told they had decided that they couldn�t send them to me but would process themselves. When asked why no one had bothered to inform me, the supervisor�s attitude was that it wasn�t her responsibility and this was their procedure.
I have repeatedly had to send them the same documents and forms. An account that was supposed to have been closed over 3 years ago, for which they neglected to send a reconveyance form ,has now caused me a delay in receiving a new loan. At this point I�m not sure I will ever get this problem resolved.
I have other accounts with Charles Schwab which I am now transferring to another company. I would never recommend Charles Schwab to anyone!!!!!!!!!!!!

Anonymous 4/26/11 11:14AM
Over the years, I have had IRA accounts with Fidelity, Scottrade, Diversity, Vanguard, & Edward Jones, to name a few. I have more than a little experience with online investing and I have never had a real problem with any of the brokers - until I tried Schwab. I have never experienced poorer customer service than that at Schwab.
To qualify for use of their StreetSmart trading software, I decided to move over a couple of our IRA accounts from Fidelity so as to bring my family account balances to over the $1 million balance required for use of the software.
A new IRA account for my wife was opened online from our home computer in Iowa City, and funded with a transfer of an existing IRA from a major brokerage. There was no change in the name, address, email, or phone number or any other information associated with this account. The account to be transferred had been opened for over 15 years. This simple action started the following series of events:
. We received a form letter from Schwab indicating that they had trouble verifying wife's identity and stating that no trades, deposits or withdraws would be allowed until they could verify it.
. One day later, we received letter stating that the account was opened and asking us to contact them if any of the information, as reprinted in the letter, was incorrect.
. Two days later, Schwab accepted and processed multiple deposits to the account totaling about $100,000. Checking the Schwab web site, we noted it indicated that all the funds in the account were available for trade or withdraw. There was no indication of any restriction on the account. This never changed.
. Next, we submitted forms to Schwab to grant POA (Power of Attorney) to me on my wife�s account and to my wife on my account. Schwab set up the requested POA for both accounts as requested.
. A Schwab Representative from their closest local office contacted my wife to introduce herself. She made no mention of any restriction on her account.
. We received the February statement on her account. There was no indication of any restriction on the account.
. My wife received and accepted an invitation from the Schwab office to attend a dinner/seminar, which we both attended.
. A Schwab representative contacted us to discuss fixed income vehicles.
. On April 3rd we tried to make our annual $6,000 deposit to the account via ETF. But we could not because Schwab requires up to 2 weeks before allowing a deposit via ETF. (Fidelity allows deposits immediately and only requires additional time to verify the information for withdraws.)
. We sent checks to Schwab for IRA deposits to both our IRAs via our bank's Bill-Pay.
. On 4/8 I saw that the deposit to my IRA was posted the previous night, but my wife's deposit was not.
. On 4/8, after 15:00 CDT, I called customer service to make sure the delay was normal. I was informed that the check had been returned via postal mail because the account was restricted. In subsequent conversations with Schwab representatives that day, we were told that;
.. the account was restricted because we applied for it from New Jersey (What!!), and
.. Schwab did not make any attempt to notify us that they had rejected our deposit because the Patriot Act does not allow it.
Schwab saw nothing wrong with their handling of the situation - they did not think that rejecting a time-sensitive deposit, without notification, was a big deal even though it would have cost their client over $2,000. They offered us no means of facilitating a timely deposit, would accept no culpability for the situation and never apologized.

Five days after filing a written complaint, I was called by a Schwab Representative that reiterated their non-apologetic position, although he had no explanation for the conflicting information regarding the status of the account that we received from them. Nor could he explain why they thought the IP address originated in New Jersey. Clearly, either their criterion for flagging accounts is faulty or their processing is sloppy. He also claimed that they mailed out a letter to us to tell us they rejected the deposit (the precious representative said that would be illegal). But after five days, we still have not received the rejected check back or any notification of the rejection. If it had been mailed when they claimed, I expect we would have it before now. I never heard a hint of an apology. Schwab�s only apparent concern through-out this has been their desire to justify their inexcusable handling of this account.
On the sixth day following the date they claim to have mailed the check, we finally received it. The postal marks on the envelope clearly indicate it was received at their local branch four days after they claim to have mailed it. The letter accompanying the check stated that the check had been rejected because the account was closed. As I stated earlier, there was never any indication of this on their website or with any communication with them. We also just received the March statement for this account - again with no indication of any restriction on the account anhd certainly no indication that the account was closed.
In order to make the IRS deadline for our 2010 IRA contribution, we were forced to re-open the Fidelity account we closed to move the funds to Schwab. We have now submitted a transfer of account order back to Fidelity. Schwab intends to charge us $50 for closing the account even though they never actually opened it and refused the only service request ever made.

Allan 4/14/11 5:32PM
I find Schwab to be an exceptionally difficult & frustarting place to do business. It's my perception that they place generating new business far ahead of servicing their existing customers with quality. I believe their business processes are cumbersome, outdated & not at all user friendly. The only recommendation I could make about Schwab is STAY AWAY!

Ronk25 2/10/11 2:40PM
Morons. Cannot even process a change of address. Will Re-fi with another lender and close all my Schwab accounts. What a F#$%&^*^% joke?

PNAZ 11/16/10 9:49AM
I have never experienced more customer service issues in my life. Across the board of 5 representatives I have spoken to on the phone, all of them have the attitude of saying "this is not my problem." I had to fill out the same form 3 times - which takes a month+ to process. Therefore, my money has not been invested for the last 8 months working with all the various parties. They are good at tracing their work by not logging in the call details so they will not have any record of conversation. They also cancelled my account without notification. I found out 3 months later - again "not my problem" was the response I received.

I have never been more frustrated and surprised at how poor this service was run. I am moving all my money elsewhere.

Anonymous 11/10/10 12:59PM
I was misled by a number of people at this company. What's worse, when presented with the issues, I heard defensiveness, posturing, and they attempted ot blame me for thier own staff's misrepresentations!

I would never recommend Charles Schwab to anyone!

Angry 4/7/10 4:24PM

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After going through 3 levels of "no nothing"
people I reached a gentleman who knew his
stuff and was very helpful, Mr Jerry Nacoste.
Kudos and thanks to him

al holloway 5/2/12 5:27PM
Great service always! No hesitation in recommending them.

joedoggs 2/2/12 1:51PM
Regarding the "We are not your service team" complaint, eventually they did apologize. They called to ensure I would receive the letter I requested, and they said they'd work to fix the problems I enumerated.

J 9/2/11 12:21PM
Outstanding customer service. Anytime I call I'm speaking to a representative within minutes.

Anonymous 4/3/11 11:11AM
Schwab has handled my retirement savings and other financial needs for about 15 years. They have the best service I've ever experienced. I've talked to dozens of their telephone representative and, without exception, they have been knowledgeable, helpful, polite, and personable. They have never hurried me off the phone or pressured me to buy additional products. On several occasions they had to do research to find the correct answer and got back to me quickly. My profession is corporate training and I often ask the Schwab representatives how their training program achieves such consistantly excellent results. I have often recommended Schwab to family, friends, and aquaintences.

JohnnyB 2/9/11 6:38AM
Everytime I call Charles Schwab it is a very positive experience. They are always so polite, friendly and helpful. It's a joy to call them.

They need to find a different service company for their credit card though. FIA makes a lot of mistakes and is very annoying.

Anonymous 1/5/11 3:00PM
I want to commend Charles Swab on the most fantastic person I have ever down business with. I'll back up and tell you I was a successful business man doing business in several countries besides our great nation, The U.S.A. and I know gold medal service. I am speaking of Ms. Elaine Ries, my wonderful account consultant. She works out of the San Antonio office. I am not going to try and list all the adjectives. She is simply THE BEST. She knows my personality, and brings all the things to the table in a succient fashion with a concern for me and my family that you can see in her eyes, hear in her voice and honestly, Elaine Ries really cares. Combine this beautiful woman's natural caring with her very intelligent ,professional knowledge and Elaine Ries is the best personification of the company name "CHARLES SWAB"

Anonymous 12/16/10 3:44PM
I am a very big fan of Charles Schwab customer service. I have never waited on hold for more than a few seconds, and you can call 24 hours a day and talk to terrific associates and even licensed brokers.

They have always been able to fix any issues that I was having and have been able to do it quickly and nicely.

I must say that their customer service is among the best I have ever encountered. I would highly recommend Charles Schwab!

Anonymous 9/24/10 2:25PM
In my experience, nobody - credit card, bank, or otherwise - is in the same leagues as Schwab. I've called several times with a variety of issues at pretty bizarre times of day (I'm a bit of a night owl). Every time it's resolved in a friendly, corteous, and knowledgable manner. In my opinion, the stellar customer service is a great reason to go with Schwab.

Vaansen 9/7/10 11:56PM
It was refreshing to talk with Customer Service reps at Schwab after a very short time at Scottrade! The $2 per trade is worth not having to deal with the lies & deception at Scottrade.

soko 7/21/10 11:17PM
I can only echo all of the positive comments here. Friendly, prompt, knowledgeable people , both at the branch office and at the 1 800 number, who will even chat about the weather if you want to. Best of all, when I have had online issues, I got to talk to the technical people and as a former programmer, I can say these folks are top notch, both in technical expertise and communication skills. Part of what makes these service folk so good it that they have a system that will let them call up your account and see very quickly exactly what you are looking at. They make me feel comfortable with asking any question, so that I have no hesitation to call them at any time. They are the best. And they have just cut their transaction fee again!

bjtaustin 2/14/10 10:46PM
I have had nothing but fantastic experiences with this company from the very beginning. If this continues, they will hold and assist in the management of all of my assets in the very near future. I have already jettisoned my accounts at three other institutions in favor of Schwab.

Keep it up!

Anonymous 1/29/10 2:59PM
Schwab rocks, I just used them b/c my dad did, but they are 2 standard deviations ahead of all other companies in terms of customer service. Not only is the person on the phone not somebody from India, or obvious minimum wage worker that didn't finish high school, they are nice, helpful, never make you wait, and just a delight to work with. When you are on hold they have this awesome guy with an english accent give you market news too! I use them for brokerage, banking, and credit card.

Anonymous 1/16/10 7:25AM
I highly recommend this great bank. They offer a checking account that accumulates interest, and an ATM card that can be used at ANY ATM; all fees are reimbursed at the end of the month! You can't beat that. WHen calling customer service, it never takes more than a minute before one speaks to a polite, knowledgeable rep. You can call 24/7 and always expect quick, personalized service.

Anonymous 9/28/09 6:39AM
No holding, competent and friendly staff, and quick resolution to problems. My favorite company when it comes to customer service, by far.

grantjg1 8/6/09 12:05AM
Best customer service I've ever had. Never a wait, no phone tree, and almost never get transferred.

Anonymous 8/5/09 6:56PM
Charles Schwab bank is wonderful because they always answer the right away with a human and not with a phone tree.

woolygator 8/5/09 12:04PM
I don't think I've ever received better customer service from another company.

The people I talk to are always polite, willing to help, and in general easy to converse with. One of the best things, though, is that they don't transfer you to a different representative unless absolutely necessary. Whenever I've had questions that should have been asked to someone else (to the brokerage instead of the bank, etc.), the person on the phone called and talked to the other representative for me and then told me what they said so that I wasn't on hold for forever or have to repeat the question again.

Usually I'm also never on hold except for when I call during the lunch hour. Even then I've rarely waited more than couple minutes.

This is why that even though I can find a better savings account rate at other online banks, I haven't switched.

norskerik 8/5/09 11:27AM

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