Charles Schwab & Company

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @schwab.com December 14, Ms [redacted] Revdex.com Complaint Case #: XXXXXXXX Consumer: [redacted] Dear Ms [redacted] I am responding to your email dated December 11, regarding Mr [redacted] 's seeking an apology letter from Schwab regarding the opening of a new business account and his subsequent interactions with a Schwab Representative regarding Schwab's Regulatory Requirements to Know Our Customers and aid in enforcing the USA PATRIOT Act, Bank Secrecy Act and "anti-money laundering" law, among other regulations regarding the beneficial ownership and source of funds for accounts Due to the reporting requirements on these types of accounts, Schwab uses the information provided to determine if we can support the client's businessIn this specific case it was determined that Mr [redacted] 's business accounts could not be supported by Charles Schwab and Co., Incand that another institution may better meet his needsMr [redacted] responded with this complaint to the Revdex.com after being verbally informed of the aboveHe will also receive a written notification from Schwab of the above information Per our reporting requirements to FINRA, Mr [redacted] 's complaint has been logged and associated with the representative Mr [redacted] identified Thank you for taking the time to write us with your concerns and for allowing Charles Schwab & Co., Incto serve your investment needsI can be reached at X-XXX-XXX-XXXX X XXXXX between the hours of 10:AM and 6:PM EST if you have any further questions about this issueFor any of your other service needs, customer service representatives are available hours a day, days a week at X-XXX-XXX-XXXX Sincerely, [redacted] Resolution Manager Client Advocacy Team Charles Schwab & Co., Inc

I am writing in response to the 401(k) plan participant’s concerns noted in the Revdex.com complaint ID [redacted] Thank you for relaying the client’s concerns to Schwab I apologize for the delay in response to this complaint Schwab recently became aware that our email system had blocked some of complaints relayed by Revdex.com The 401(k) plan participant received the plan account assets in his plan account at Fidelity The participant submitted an online request to transfer the funds in his 401(k) plan account held at Schwab to an IRA held at Fidelity with an Automatic Clearing House (ACH) transfer on May 27, The funds were debited from the plan account and sent to Fidelity on June 9, The participant confirmed that Fidelity does not accept 401(k) plan rollovers by ACH Schwab Retirement Plan Services does not block all 401(k) plan account ACH transfer requests to IRA accounts because some firms accept these rollover ACH transfers The participant received the following message when enter the transfer request online: Note: If you are rolling your funds to another Eligible Retirement Plan, your funds will be sent to you in the form of a check which will be payable to the Eligible Retirement plan If funds are sold from both the Roth and Non-Roth portions of your account, because of the different taxation rules for Roth withdrawals, separate checks/deposits will be made for the portion of your withdrawal distributed from your Roth balances and your non-Roth balances Funds being sent via Direct Deposit will be sent to your account using Automated Clearinghouse (ACH), not as a wireProviding inaccurate information could result in a delay of your withdrawal and the possibility of an incorrect deposit of your fundsTherefore, it is essential that you verify the information with your Financial Institution prior to initiating this requestCommon questions to review with your Financial Institution: Will the Financial Institution accept an ACH transaction? Is my account sto receive an ACH transaction? What is the exact format of the account number including leading zeros and non-numeric characters? Is the ABA/Routing number the same for a savings account versus a checking account? The participant was advised a check would automatically be mailed to Fidelity after the ACH transfer was rejected The participant was informed the ACH transfer was rejected on June 14, 2016, and the check was mailed The 401(k) plan account distributions and transfers are reported on the monthly account statement, the online transactions history, and generated the following year Schwab RPS does not generate a receipt or transfer verification letter for distributions or transfers Either you or the participant may reach me at 1-800- [redacted] , extension [redacted] Monday through Friday between the hours of 11:AM and 8:PM Eastern Time Sincerely, [redacted] Resolution Manager | Client Advocacy Team

Initial Business Response / [redacted] (1000, 10, 2015/07/21) */ Contact Name and Title: [redacted] Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @schwab.com Revdex.com CASE#: XXXXXXXX July 21, To whom it may concern, I am writing in response to [redacted] 's concerns noted in the Revdex.com Case #XXXXXXXXThank you for relaying Mr [redacted] 's concerns to Schwab to allow me to provide a resolution to Mr [redacted] We discussed the regulatory requirements that compel Schwab to verify an applicant's legal/physical addressWe arranged for Mr [redacted] to deliver the required documentation to a local branch in order to activate his account and proceed with the distributionHe was satisfied with and accepted the resolution You may reach me at X-XXX-XXX-XXXX, extension XXXXX Monday through Friday between the hours of 8:AM and 5:PM Pacific Time Sincerely, [redacted] Resolution Manager Client Advocacy Team Tel XXX XXX XXXX Fax XXX XXX XXXX [redacted] St Mail S [redacted] CA XXXXX Charles Schwab & Co., Inc NOTICE: All email sent to or from the Charles Schwab corporate email system is subject to archiving, monitoring, and/or review by Schwab personnel (c) Charles Schwab & Co., Incmember SIPC Charles Schwab Bank and Charles Schwab & Co., Incare separate but affiliated companies and subsidiaries of The Charles Schwab CorporationInvestment products are offered by Charles Schwab & Co., Inc(member SIPC)Charles Schwab & Co., Incdoes not solicit, offer, endorse, negotiate or originate any mortgage loan products and is neither a licensed mortgage broker nor a licensed mortgage lenderHome lending is offered and provided by Quicken Loans, Inc., Equal Housing LenderQuicken Loans Inc., is not affiliated with The Charles Schwab Corporation, Charles Schwab & Co., Incor Charles Schwab BankDeposit and other lending products are offered by Charles Schwab Bank, Member FDIC and an Equal Housing Lender

Dear Sir/Madam, They have contacted me and provided the solutionCould you please close this case? Thank you very much for your help Best regards, Zhuo

I am writing in response to the 401(k) plan participant’s concerns noted in the Revdex.com consumer complaint ID [redacted] Thank you for relaying the client’s concerns to Schwab I apologize for the delay in response to this complaint Schwab recently became aware that our email system had blocked some of complaints relayed by Revdex.com I was unable to identify the participant and the participant’s 401(k) plan account based on the information relayed in the Revdex.com consumer complaint I was also neither able to reach the participant at the number provided on the complaint nor able to leave a message I sent an email to the participant’s email address noted on the complaint requesting that he call me so I may clarify some account or participant information with him, such as his employer name to assist me with locating his account information and researching his concerns and the status of his request The participant has not responded to my email I will follow up with you if I am able to confirm sufficient participant information to research the concerns Either you or the participant may reach me at 1- [redacted] , extension [redacted] Monday through Friday between the hours of 8:AM and 5:PM Pacific Time Sincerely, [redacted] Resolution Manager | Client Advocacy Team

Mr [redacted] experienced a technical issue with the Schwab Website and trading platforms on December 4, In this type of instance, clients are advised to contact Schwab via phone to place tradesMr [redacted] is referencing trades he believes that he would have been able to place if he had not experienced these difficultiesSchwab does not honor trades that hypothetically could have been placed, but does acknowledge some responsibility for the issues that Mr [redacted] experiencedSchwab was able to reach a mutually agreeable settlement with Mr [redacted] Thank you for taking the time to contact us with your concerns and for allowing Charles Schwab & Co., Incto serve your investment needs I can be reached at [redacted] extension [redacted] between the hours of 11:AM and 7:PM Eastern or you can email me at [redacted] Sincerely,

Complaint: [redacted] I am rejecting this response because: they are not providing compensation as requestedI no longer do business with this company and my account was closed.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because I am requesting removal of inquiry on the Equifax report Sincerely, [redacted] ***

I am writing in response to the concerns noted in the Revdex.com consumer complaint ID [redacted] Thank you for relaying the participant’sconcerns to Schwab I have contacted the client and we are still researching his disputeI will follwith you after relaying the resolution to the client You may reach me at [redacted] , extension [redacted] Monday through Friday between the hours of 8:AM and 5:PM Pacific Time Sincerely,

Please see attached business response

Complaint: [redacted] I am rejecting this response because:I appreciate the time taken to send me the information available on schwab.com but am disappointed that the account was closed after the recording of the call was reviewed by client advocacy where the rep stated there was no indication of the acount being closed and that I could be assured that the account would remain openSincerely, [redacted]

Part of our explanation to the client was that the credit pull was authorized by him and is not reversable

Dear [redacted] I have reached out to Mr [redacted] regarding his concerns related to Schwab's disclosure of requirements for our discounted commission rate via Schwab.comI explained to Mr [redacted] that the account he was inquiring about is part of Schwab's Advisor Custody Trading services which has a separate set of parameters for online discounted commissionsThe disclosure related to enrollment in e-delivery and lower online commission rates is included in the new account agreement initially signed by the client Schwab has agreed to credit the client in question $as a customer service gesture to cover all commissions charged for the past three years in the accountMr [redacted] accepted our gesture on behalf of his client and understands Schwab's policy related to the requirements for the online commission discount offered by Schwab Thank you for bring this matter to our attention Sincerely, [redacted] Resolution Manager | Client Advocacy Team

January 26, Dear Mr [redacted] , Regarding Mr [redacted] s dispute regarding the 401K rollover; Schwab has thoroughly responded to Mr [redacted] directly multiple timesWhile we understand Mr [redacted] does not agree with the resolution provided by Charles Schwab & Cowe as a firm will not be responding further and considers this matter closed Thank you for taking the time to contact us with your concerns and for allowing Charles Schwab to serve your investment needsI can be reached at [redacted] extension [redacted] between the hours of 9:AM and 5:PM Eastern or; you can email me at [redacted] Sincerely, [redacted] Resolution Manager | Client Advocacy Team

Complaint: [redacted] I am rejecting this response because it states that "during a recent review of [the party's] accounts, we determined that they no longer meet Schwab's business guidelines for accepting and/or maintaining accounts" however my account was opened less than weeks prior to receiving the notice of termination I was planning on opening additional accounts and moving money from at least other financial institutions in and days as funds were available.This response is a cop-out and is discriminatory If my account didn't meet their business guidelines at the moment in time weeks after joining this financial institution, I simply want to know what to do to meet the business guidelines for maintaining accounts As I've mentioned to them before, a friend opened an account one day before me at the same branch, deposited the same amount of money, purchased the same stock at a similar price (and has not done anything since) and they have not received notice that their account is being terminated So the decision seems to be based less on my account and more about other information not being disclosed by the bank

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do find that the prolonged length of time in order to address my concern was outside the norm (the business took approximately four months to address my concerns)It is good that I did already have another brokerage to handle my stocks in a timely and forthcoming matterWhile I appreciate that this business finally resolved the issue, I would not recommend them to any new customers wishing to have a brokerage who caters to their concerns in a timely fashion.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I did not pursue this at the time, because Schwab informed me at the time that they would make good on this claim However, they nor inform they will NOT make good on this claim, so I would like to reopen this case Thank you for your help Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did receive their e-mail, but, can NOT log into Schwab to read the message!! I have no lname, nor password!!!!!!! I told you this earlier I have NOT received ANY USPS mail from Schwab, either!! I do not want to talk to them on the phone because they are lying about all of this and I want all our communication to be written, NOT oral WHY can't they just mail what info they have??? Sincerely, [redacted] ***

Mr. [redacted] opened an account online on October 1, 2017. After review of the information provided by Mr. ***, Schwab’s Client Verification and Research Center (CVRC) determined additional information from Mr. [redacted] was required to comply with Patriot Act and Anti-Money Laundering (AML) regulatory... requirements. The account was restricted to liquidating orders only after market close on October 4, 2017. Mr. [redacted] provided the required information to CVRC and the restriction was removed prior to market open on October 5, 2017. You may reach me at [redacted] , extension [redacted] Monday through Friday between the hours of 8:30 AM and 5:00 PM Pacific Time.

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @schwab.com August 26, Dear Ms***, I was made aware of Ms***'s concerns on August 19, from an email she sent to Charles Schwab & CoIncI attempted to reach Ms [redacted] by phone on August 19th and August 21st and I sent her an email on August 24th and asked her to contact me to further discuss her concerns Ms [redacted] agreed to Charles Schwab's Terms and Conditions upon the initial set up of electronic transfers, which does disclose our funds hold policiesAdditionally, the following information is available on Schwab.com: Between Schwab Bank High Yield Investor Checking accounts and outside accounts Online process How it Works: One-time or regularly scheduled transfers Requires initial s Time Required: 1-business days Requests received prior to 5:p.mET (2:p.mPT) will post to the outside account the following business dayIf received after 5:p.mET, posting to the outside account will occur in business days Funds coming in via Schwab Bank Electronic Funds Transfer will be available on the 4th business day after the deposit posting date shown in your High Yield Investor Checking AccountYou will earn interest as soon as the money is deposited, but [redacted] not withdraw funds until the hold time has elapsed Cost: No charge If Ms [redacted] wishes to discuss this matter with Charles Schwab & CoIncor has a resolution in mind, I can be reached at X-XXX-XXX-XXXX extension XXXXX between the hours of 10:00AM and 5:PM Eastern; or, you can email me at [redacted] @schwab.com Sincerely, [redacted] Resolution Manager Client Advocacy Team Tel XXX XXX XXXX Fax XXX XXX XXXX [redacted] XXXXX Charles Schwab & Co., Inc NOTICE: All email sent to or from the Charles Schwab corporate email system is subject to archiving, monitoring and/or review by Schwab personnel (c) Charles Schwab & Co., Incmember SIPC