Merrill Lynch Customer Service

User Reviews, Ratings and Comments

Merrill Lynch customer service is ranked #706 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 26.40 out of a possible 200 based upon 100 ratings. This score rates Merrill Lynch customer service and customer support as Terrible.

NEGATIVE Comments

96 Negative Comments out of 100 Total Comments is 96.00%.

POSITIVE Comments

4 Positive Comments out of 100 Total Comments is 4.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Merrill Lynch

    Customer Service Scoreboard

    • 26.40 Overall Rating
      (out of 200 possible)
    • 96 negative comments (96.00%)
    • 4 positive comments (4.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.2 Issue Resolution
    • 2.0 Reachability
    • 1.2 Cancellation
    • 3.3 Friendliness
    • 2.5 Product Knowledge

Add your review!

Posted by Michael


Customer service 1 out of 10. People unresponsive to the requests, providing wrong information. Unable to do a simple math calculation. Messing up your orders. It takes weeks to correct the situation. Refuse to reimburse lost interest which happened due to their mistakes. Do not recomend to anybody.

Posted by Patricia McReynolds


I am convinced Merrill Lynch will do anything to delay customers from getting their rightful money. EVERY single time we contact them for distributions, we are told all is good but when we never get the distributions and call back they give us the run around...you need an additional form which they NEVER informed us about initially...a month later and no funds which were needed.
ABSOLUTELY TERRIBLE CUSTOMER SERVICE!

Posted by Yankeesgirl88


My sisters and I are the beneficiaries of an IRA held with Merrill Lynch and I am beginning to wonder if we are ever going to receive our money. Every excuse in the book has been given and my step father, who is in his 80's. is being ran in circles by this company. It's stressful enough losing my Mom and then having to deal with this on top of it, is nothing short of ridiculous.

People need to really think long and hard before putting your money into the hands of these people. We are at our wits end.. We were supposed to have gotten something in the mail last week...we did not. And wouldn't you know, this week, our contact at ML, is out of the office all week. What a joke.

Posted by ScottB


I have spent 5 years fighting another institution to have an IRA transfered out. I asked a Merrill representative to work with me. Fast forward almost 2 years since I started with Merrill and they screwed up the transfer paperwork. Have refused to call me, lied to me, asked me to send documents that I know were sent to start with. The part that is even more upsetting is that there is no instrument to get help in their organization. Nobody accepts responsibility from the janitor to the CEO.

Posted by Sickened in KY


I am on a year waiting for a payout from deceased father's CMA. Jacksonville TN office closed and details relates to my father's holdings were not accessible for 8 months in 2022. 2023 is still a series of "string alongs" awaiting Jacksonville Florida finally releasing the balance from account that was directed to be closed by end of last year.
I will need to proceed with attorney but company overall needs to be held accountable then be closed.

Posted by ptd


Advisors such as with Investment companies who delay transferring a customer's money to an annuity or other company, should be penalized, punished for delaying the transfer unnecessarily. They continued to claim they never received the transfer request, yet we know they did get the original one when the account number was one mistake, and the amount was not the exact amount. Well, everyone knows stocks move up and down all day long, and whatever is in the account, should be moved, and they have cost us a potential. problem with the IRS over a Dec 31, 2022, RMD they did not take care of. We were on our way out of the Wealth Management group, and being shuttled off to Merrill Edge. That had Nothing to do with the RMD being ignored. We hope we have covered it well enough and should know within 2-3 years if we don't get a nasty letter from the IRS over in 2025-2027. Do you realize the stress of this is on the retired? It's terrible. They should have a mandatory date, MANDATORY, for the number of days to transfer requested funds.

Posted by Dennis


Merrill Lynch investments office fails to respond. What are my rights as being an investor with Merrill Lynch?

It seems this brokerage firm, Merrill Lynch of Toms River NJ , Hopper Ave office, only wants an account if you only actively trade! I am a senior with fixed income investments. My question is: Do I have the right to take my account where I choose? My ML brokers recently left the merrill Lynch to go to Morgan Stanley. My account was in NY and I thought it best to bring it to a local office. I live in Toms river NJ. I am set in my investments, only trade several times a year and dont want to actively trade. I do buy and sell several times a year and need some assistance. So far for two weeks now, I have contacted this office four times, and not received a return phone call, after promises of the same! I assume they don't want my account since, I am not an active trader, and the brokers in this office, wont make enough money in commissions from my account. First, this is disrespectful and rude, and very unprofessional. At this point , since they cant even return my call, do I want them handling my money? I am a senior and feel I have rights do do business where I please. I feeI am being discriminated against! do I have legal rights as a consumer? I will proceed with filing a complaint.

Posted by Anonymous


It has been impossible to get a service person on the phone. I called on Jan 13th, spent an hour on the phone and the agent could not unlock my account. She was going to forward the issue to another group to resolve the issue. After 4 days, I tried to call back, waited on hold for 35 minutes and gave up.

Posted by michelle


my mother passed away. first sat on hold for 2.5 hours until a live person said hello- to top it off, this is their Life Services team! Next they tell me to go to small estates and make a claim...I paid for a lawyer and did it. Then they rejected it! Small estate is 1310 in NY. I did that. They want 1310.2-- Never specified!!! My mom left little accounts at Fidelity, Citibank, Brighthouse....Only Merrill Lynch does not answer, does not provide the forms, and then says hire a lawyer to figure it out!!

Posted by John


Waited over 2 hours on hold. Their website is a joke.

Posted by Anonymous


Impossible to make any changes on the provided website l which directs you to call them. Automated phone service is more abysmal than the constant scam calls that plague everyone today.

Posted by John


I called on 10/31/22 at approximately 4:10 pm 877-657-3847 and was on hold a long time. Finally an answer by someone named Corrina, did not want to identify the location. She couldn't answer any of my questions, did not want to help and just transferred my call back in the que where I was on hold for a long time before I had to hang up. Its now 4:52 pm and I'm still on hold....doesnt anyone work there? Very poor customer service.

Posted by Xena


The Merrill Lynch I know today is drastically different than yesterday. In the past about 3-4 years ago when we call customer service the agents are professional and knowledge with 1-2 min max wait time. Today when I call the reps are young 25 year roles who has no clues about their job and constantly gives basic INCORRECT info and frequently has no clue about inquiries related to my account.I'm talking about basic questions.
It has gone downhill really fast. The wait times now to get thru to an incompetent agent is 30 minutes to 1 hour. I'm not making this up. Each and every agent is a 25 year old new to the job with no certifications. It's that bad now.

Posted by Anonymous


They really keep u on hold for hours

Posted by John


If this company can, it will keep your money and simply refuse to give it back to you. Merrill will delay and delay by always referring you to a phone number that never seems to be answered. Watch this company. It is a corporate thief.

Posted by Homer


The Merrill Lynch of today is not what it used to be. Once it was acquired by Bank of America quality of services and registered representatives has precipitously declined. For example, Merrill Edge is simply put, incompetent. Hold times can be up to two hours and most representatives are untrained youngsters without a series 7 designation. Most have no idea what they are talking about, not particularly well-educated and few follow-up regarding customer concerns. Did you expect anything better from a Bank of America subsidiary? Recently called and inquired with the representative if they were a licensed Series 7? Their response? "What's That?" Today in the industry most brokers know Merrill Lynch is very restrictive, service is horrible, trading platform dated and frustrating and most seasoned professionals do not join or stay with Merrill Lynch. Service on Yelp is rated one star and the exodus of talent is well-known. You're being advised to stay clear of Merrill Lynch and Bank of America. Why deal with these sub-par organizations when you'd be far better off associated with Chase and Charles Schwab? You've been Warned. Don't believe? Call Merril Edge and see how long you are put on hold. When the O2 processing desk drooler finally picks up the phone, ask if they are a series 7? You will already be disturbed by the excessive hold times exacerbated by some 25 year old who is not licensed. You can request a connection with a trader but that hold time too may be between 15 minutes to two hours. You can get faster service and more expediency at a nursing home or your local morgue. Go to YELP, read the result commentaries. One star rated. Merrill Lynch does not deserve even one star but YELP does not offer a Zero star rank.
Good Luck.

Posted by Anonymous


Reaching a customer rep is next to impossible follow up is inefficient when you do! Just canceled both brokerage accounts bad experience all around.

Posted by Jeff Spicolli


Today 8-22-22 Merrel Lynch will not give me my APE dividend shares.No one can answer why.I know why. You illegally lent out my shares and now you can't get them back.I will be calling authorities tomorrow about your illegal trading.Corruption.

Posted by Anonymous


These people are incompetent and need to close shop and sell the business.
I have been trying to get hold of them for 8 weeks. Now, they disconnect you on hold.
AVOID.

Posted by Paul


I have been on hold all together 5hrs + and still haven't got the help I need I just lost my wife to stg 4 breast cancer and I'm trying to access our account and have got nothing but excuses and run around...get it together people

Posted by Jasigirl


I've been on hold for one hour and 5 minutes after I had to hang up because they transferred me to the wrong department John in Phoenix to Kevin in Vegas to Sandra in Vegas then do dead silence. All I need is 5 years of statements for an attorney.

Posted by Luis


Simple And Short Awful Costumer Services

Posted by Anonymous


I have a structured settlement and they are in breach of contract! I have been calling for years now and never get to speak with a human , Just answering services and machines.

Posted by Gene


On phone since 10:00am its now 1:15pm EST still haven't been able to speak to someone about my brokerage account. Their service has deteriorated the past few months.

Posted by Essayons07


On hold as I type this...been on hold for 2 1/2 hrs...I gave up in the past after an hour but really need to talk to someone about my new account and why money hasn't been transferred. Lousy communication. They don't tell you when they need something...you have to figure it out yourself.

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Posted by Anonymous


Today a lady (I believe her name was Alex or Alice?) helped me and was extremely polite and helpful. It was a much better experience than a previous call with another representative a few weeks ago at this number. Your other team members would benefit to learn how to be as good of a listener in order that they may help customers feel understood and properly helped.

Posted by happily retired


Professional and courteous, but most of all they know what they are doing. The team of Greg Croom, Michael Guile and Jonathan Minner had promised that if we stick to our "plan" that they will get us to retirement. Guess what...they did! Love working with my Merrill Lynch team, keep up the great work guys!

Posted by kjm


These guys really are awesome! They deliver excellent customer service. I have had an account with them for more than 20 years, and never had a mistake on their part. When ever I had a question, they were able to answer it fully. Top rate organization! Sorry to see them become a part of BOA, who is one of the worst service companies. I hope BOA learns from Merrill, not the other way around.

Posted by garion00


John Thain might have bought a $38,000 toilet and bankrupted Bank of America in their merger. But their customer service is amazing!!

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