TD Ameritrade

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ December 4, [redacted] XXXXX S [redacted] Miami, FL XXXXX Re: Scottrade Account O09-XXXXX Revdex.com Complaint Case # XXXXXXX Dear Mr***: I am writing in response to a complaint forwarded to Scottrade on November 24, 2015, from the Revdex.com about an issue you recently experienced with Scottrade's online trading system on November 23, Thank you for the opportunity to address the complaint you submitted to the Revdex.com On November 23, 2015, Scottrade experienced a technical issue on our trading systems which was detected and quickly resolvedWe understand the importance of reliable systems so that you can place orders depending on changing market conditions and take this matter very seriouslyAlthough we do not guarantee that our systems will always be problem-free, our extensive branch network and our national service center are typically able to provide our clients with the service they need when our web services are unavailableWe regret that in this instance we were unable to provide you with the service to which you are accustomed from Scottrade On December 2, your local Scottrade branch office called you at the phone number we have on record to discuss your concerns and the system outage, but was unable to reach you and left a voicemailA total of free trades have been credited to your account for the inconvenience you experienced on November 23, Please note that commission-free trades can be used online for equity, exchange-traded fund or option, market or limit, good until cancelled or day orders for stocks priced above $ Your business is appreciated at Scottrade and we hope that you will continue to allow us to service your investment needsIf you have any additional questions or concerns, please call your local Scottrade branch at (XXX) XXX-XXXX Sincerely, [redacted] Investigation and Resolution Examiner cc: [redacted] Branch Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Scottrade

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ November 17, Revdex.com of Eastern Missouri & Southern Illinois Dispute Resolution Department NBroadway, Ste StLouis, MO XXXXX Re: Revdex.com Case #XXXXXXX - Mr [redacted] Dear Sirs: I am writing in response to the complaint referenced above, which Scottrade received from your office on November 11, Mr [redacted] complains that Scottrade promised free trades in response to our referral program, but did not follow throughThank you for an opportunity to address this matter It is important to know that Scottrade offers a Referral Program, where Scottrade clients may earn free online trades when they refer new clients to ScottradeBoth current and the new referral client receive free online trades to be used during the next months According to our records, a new client referred by Mr [redacted] opened a new Scottrade Account on November 8, Due to a clerical error, the earned free trades were not added to either Mr [redacted] or the referred client's account On November 12, 2015, Mr [redacted] Mr***'s local Scottrade office manager, called and discussed the matter with Mr***Mr [redacted] apologized for the oversight and credited Mr***'s account and the referral account with free tradesIt is important to know that free trades may be used for online equity or option, market or limit, good until cancelled (GTC) or day orders placed for stock priced above $ I hope this information is helpfulIf you have questions, feel free to contact me at XXX-XXX-XXXX extension Sincerely, [redacted] Investigation and Resolution Examiner cc: [redacted] Branch Manager

Initial Business Response / [redacted] (1000, 5, 2016/02/16) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @scottrade.com February 16, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO XXXXX RE: Case # XXXXXXX: To Whom It May Concern: I am writing in response to your email, dated February 8, 2016, regarding the complaint you forwarded to Scottrade from [redacted] Mr [redacted] had concerns regarding his parent's joint account with Scottrade and the request made to transfer assets into a single account I have researched Ms [redacted] 's issues and am happy to report that this issue has now been resolvedScottrade apologizes for the delay in getting an answer to the [redacted] regarding options for completing the requested transfer If you have any further questions regarding this issue feel free to contact me at XXX-XXX-XXXX ext Sincerely, [redacted] Senior Investigation & Resolution Examiner cc: [redacted] Branch Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

August 5, Revdex.com Serving Eastern Missouri & Southern Illinois NBroadway, Suite StLouis, MO Re: Scottrade Account [redacted] Revdex.com Complaint Case # [redacted] To Whom It May Concern: I am writing in response to a complaint that was forwarded to Scottrade on August 2, 2016, concerning an email received from Scottrade after requesting not to be contacted by phone or emailAs a result, the client is asking not to receive emails from Scottrade and to respond to the repeated harassment he feels he is receiving from his local Scottrade office Scottrade is required by the USA Patriot Act and the Financial Industry Regulatory Authority (FINRA) to have a valid phone number on file for all account holdersOn June 23, 2016, we attempted to contact the client’s cell phone and the number was not set up for voicemailWe attempted to contact the client at his business phone number and was told the client was no longer employedWhen this occurs, the firm’s course of action is to contact the client by email for the purpose of attaining a valid contact numberWe regret any frustration this may have caused By nature of our business, we must have immediate access to our customersCircumstances arise that require us to speak immediately to our customers regarding their accountsWe are unable to do our job properly without immediate and direct access to our clients The client can contact us at 1- [redacted] if he has additional questions Sincerely, [redacted] Investigation and Resolution Examiner

Good Afternoon, Attached you will find our response to Mr [redacted] 's complaint Case # [redacted] Thank you!

Ameritrade software locks up causing delayed quotes, order executions These incidents may cause financial loses to investors that need updated information

Dear Mr***, We are writing in response to your correspondence, received May 2, 2017, via the Revdex.com (Revdex.com), in regards to various issues with your loan with Scottrade Bank We have reviewed the issues and are reporting the following As we conveyed in our most recent correspondence to you, dated January 12, 2017, Scottrade Bank does not offer payment books, but rather provide invoices that relay the current and necessary information in advance of when a payment is due As we have verbally communicated, we recently experienced invoicing issues as a result of a recent system transition We apologize for any confusion this has caused and believe the issue has been corrected We understand you are concerned payments are not being applied in a timely manner, thus resulting in additional interest accruing When a payment is received, we stop charging interest on the principal portion of that payment until the payment is applied, which ensures no additional interest is charged to youAs a result of your complaint, we have recalculated your most recent payments to confirm our previous statement that no additional interest was charged on your loan Our records indicate your payments have been properly applied in the manner in which we have indicated In regards to your interest in speaking with an Operations Manager or the Bank President, as of the date of this letter, Vice President [redacted] has contacted you by phone to discuss your loan In addition, Mr [redacted] has been assigned specific responsibility for addressing your concerns This will ensure that you speak with the person most familiar with your account and account history Should you need additional assistance in regards to your loan, please contact Mr [redacted] directly, at [redacted] *** We hope this information has brought clarity to the situation and apologize for any issues you have experienced in your communication with us Sincerely, [redacted] Compliance Analyst Scottrade Bank

February 2, Dispute Resolution Department Revdex.com NBroadway, Suite StLouis, MO RE: Case # [redacted] : To Whom It May Concern: I am writing in response to your email, dated January 27, 2017, regarding the complaint you forwarded to Scottrade from Mr [redacted] regarding money orders he submitted to Scottrade that were subsequently returned to himI have researched Mr [redacted] ’s issue and am responding accordingly In his complaint Mr [redacted] requests the two money orders he submitted to Scottrade, one for $and the other for $100.00, to be returned to him After discussing this matter with Branch Manager [redacted] , I was informed Mr [redacted] ’s money orders were mailed back to his address of record on January 5, Once these money orders were picked up from Scottrade by the United States Postal Service (USPS), Scottrade lost the ability to track this envelopeWe regret any frustration or inconvenience Mr [redacted] has experienced regarding this situation If you have any further questions regarding this issue feel free to contact me at [redacted] ext*** Sincerely, [redacted] Senior Investigation & Resolution Examiner cc: [redacted] , Branch Manager

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Revdex.com of Eastern Missouri & Southern Illinois Dispute Resolution Department [redacted] Ste [redacted] StLouis, MO XXXXX Re: Revdex.com Case #XXXXXXX - Mr [redacted] Dear Sirs: I am writing in response to the complaint referenced above, which Scottrade received from your office on October 22, Mr [redacted] 's complaint concerns the $reorganization fee charged to his above referenced account with regard to the for reverse split by [redacted] Inc(SNDY)This activity left Mr [redacted] 's account with a $debit, as there was a $cash balance when this action occurredAdditionally, Mr [redacted] states that his account holds a worthless stock and Scottrade charges $to have it removedMr [redacted] feels that these fees are inappropriate and desires to close the accountThank you for allowing me to research and address this matter I apologize for any inconvenience or confusion MrShaw experienced with regard to this matterPlease note that Scottrade announced the implementation of this and other fees in August with the Account Activity StatementWe also disclosed this information in the "Message" box which is located on "Home" tab section of your online accountScottrade's $fee covers processing expenses resulting from corporate actionsThis allows Scottrade to provide a quality online trading experience and remain competitive in the securities industryThough the dollar amount may vary, the charge of this fee remains consistent with other brokerage firmsIt should be noted that the fee is disclosed on Scottrade's website www.Scottrade.com On October 14, 2015, Scottrade charged Mr [redacted] 's account with the $reorganization fee in question Ms [redacted] branch manager of Mr [redacted] 's local Scottrade office, was alerted to Mr [redacted] 's situation by a Scottrade National Service Center associate, after speaking with him on October As a customer service gesture, Ms [redacted] reversed the $fee and on October attempted to contact Mr [redacted] by telephone to discuss the matterMr [redacted] 's voice mail was not set up, so she was unable to leave a message With regard to the remaining 4,shares of [redacted] (PWRM), Scottrade will be able to remove the worthless shares at no feeTo accomplish the removal of those shares, Mr [redacted] should complete Scottrade's "Request To Remove Worthless Securities" form and provide it to his local branchThe form is available in Scottrade's Form Center on our websiteOnce the stock is removed, we will be able to close the account per Mr [redacted] 's requestMr [redacted] may contact the local Scottrade branch office at XXX-XXX-XXXX I hope this information is helpfulIf you have questions, feel free to contact me at XXX-XXX-XXXX extension [redacted] Sincerely, [redacted] Investigation and Resolution Examiner

Complaint: [redacted] I am rejecting this response because: They are obviously admitting that they steal people's money and are not providing any proofThe only thing as if now proof wise is a letter stating scoot trade indeed is a fraud company and several accounts were hacked and messed with a few years ago and it happened againSo there for they must pay me my money as there never was a trade placed or what ever they want to call it because they have no proof of it or don't want to provide it so they can keep my money because there going out of buisness Sincerely, [redacted]

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 me Sincerely, [redacted]

January 6, Revdex.com Serving Eastern Missouri & Southern Illinois NBroadway, Suite StLouis, MO Re: Scottrade Account [redacted] Revdex.com Complaint Case # [redacted] To Whom It May Concern: I am writing in response to a complaint that was forwarded to Scottrade on January 4, 2017, concerning funds the client alleges were stolen from his accountWe appreciate the opportunity to address this matter According to our records, the client contacted his local Scottrade branch office on December 9, concerning what he believed to be unauthorized activity within his accountWe reviewed the account session activity logs for the trades in question, as well as the session activity logs prior to and after the activity in questionThe Internet Protocol (IP) address and computer used to place these trades was consistent with other trades placed in the client’s account, which he did not dispute Based upon our review of the account’s order history and session activity logs, Scottrade concluded that the orders in question were not the result of fraudulent activity, and therefore were the client’s responsibilityBased on this information, no adjustments were made to the client’s accountThe branch office spoke with the client on December 12, to inform him of our findings On December 15, Scottrade received a request from the client to withdraw his full cash balance via Federal Wire TransferThe branch office left the client a voicemail that day confirming they had received his request and that it would be processed on December 19, once his recent stock sales had settledOn December 19, the sale proceeds from his recent stock sales had settled and the wire for his full cash balance was completed Based on our findings we show no evidence of funds being stolen from the client’s accountHis full cash balance was properly sent to him on December 19, and the account has now been closedAny difference in the amount the client deposited compared to the amount he withdrew was solely due to losses from the securities trading activity in his account We appreciate the opportunity to address our client’s concernsIf he has additional questions regarding this matter, he can contact his local Scottrade branch office at [redacted] Sincerely, [redacted] Scottrade Investigation and Resolution Examiner cc: Somers Point, NJ Branch Office

June 7, Revdex.com Serving Eastern Missouri & Southern Illinois NBroadway, Suite StLouis, MO Re: Scottrade Account [redacted] Revdex.com Complaint Case # [redacted] To Whom It May Concern: I am writing in response to a complaint that was forwarded to Scottrade on May 31, 2016, concerning a client’s recent experience with a Scottrade promotional offerIn the complaint, the client states he funded a new account with $25,000.00, and was entitled to receive $cash bonus and commission-free tradesThe cash bonus was received, but the commission-free trades were not credited to the account As a result, the client is asking for a refund of commissions paid for trades placed online, and the free trades due in accordance with the promotion This client’s experience is not representative of the excellent service that we strive to consistently deliverPlease be assured that we take this matter seriously and have addressed the client’s complaint I spoke with the client today and apologized for his experienceAdditionally, I credited the account with commission-free trades and reversed the commission on the trades that have been placed online Thank you for giving us the opportunity to address the client’s concernsIf the client has additional questions regarding this matter, they can contact me directly at [redacted] , extension *** Sincerely, [redacted] Investigation and Resolution Examiner

June 16, Revdex.com Serving Eastern Missouri & Southern Illinois NBroadway, Suite StLouis, MO Re: Scottrade Account [redacted] Revdex.com Complaint Case # [redacted] To Whom It May Concern: I am writing in response to a complaint that was forwarded to Scottrade on June 8, concerning a client’s recent experience with a Scottrade promotional offerIn the complaint, the client rejected Scottrade’s response due to an expiration date for free trades that were credited to his accountFurther, the client states that there was no reference to expiration date in the promotional offer I spoke with the client on June 9, 2016, and guided him to a page on our website that discloses the day expiration date of the promotional offerAdditionally, I noticed that the free trades were not given a full day expiration date and apologized for the errorI assured the client that I would have this corrected to reflect the day expiration date and will reverse any commissions charged during this process Thank you for giving us the opportunity to address the client’s concernsIf the client has additional questions regarding this matter, they can contact me directly at [redacted] , extension *** Sincerely, [redacted] Investigation and Resolution Examiner

Complaint: [redacted] I am rejecting this response because: I was not asked for a valid telephone number via e-mail nor on my Scottrade account Also, I never even listed the telephone number for my previous employer so that information is fabricated I also called my local branch and the person who received my call never told me there was issues contacting me via phone Sincerely, [redacted]

Attached you will find our response to Case #***
Thank you!

Dear Dispute Resolution Department,Please find our response to the client attached.Thank you,*** ***Investigation and Resolution ExaminerScottrade, Inc

September 29,
Re: Revdex.com Complaint Case # XXXXXXX
To Whom It May Concern:
I am writing in response to the complaint you forwarded to Scottrade on September 16, from Ms*** regarding the rejection of her outgoing account transfer
Our records show Scottrade received a full
outgoing transfer request for Ms***'s account on August 27, The request was for her Scottrade account to be transferred into a joint brokerage account at TD AmeritradeScottrade's identity verification procedures required that we verify the identity of the other account holder of the receiving account before the transfer could be processedTo satisfy the identity verification we requested a copy of the birth certificate of the other account holderScottrade could not process this transfer request until this requirement was met
It is my understanding Scottrade received a second full outgoing transfer request on September 17, This second request was for Ms***'s Scottrade account to be transferred into an individual brokerage account at TD Ameritrade registered in just her nameScottrade was able to process this transfer request as no additional identity verification was requiredOur records show the transfer was completed on September 22, and everything was successfully transferred to her individual brokerage account at TD Ameritrade
We regret any confusion or inconvenience experienced with the rejection of Ms***'s original account transfer requestIf Ms*** has any additional questions or concerns, she may call the local Scottrade office at (714) 669-
Sincerely,
*** ***
Investigation and Resolution Examiner

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2,
Revdex.com of Eastern Missouri & Southern Illinois
Dispute Resolution Department
NBroadway, Ste
StLouis, MO XXXXX
Re: Revdex.com Case #XXXXXXX - Mr*** ***
Dear Sirs:
I am
writing in response to the complaint referenced above, which Scottrade received from your office on January 27, Mr***'s complaint concerns problems he encountered after requesting a check from his Scottrade account on January 11, 2016, which he had not received as of January 25, Mr*** objects to Scottrade's Stop Payment policy that states a $fee will accompany all stop payment requests unless the check has been outstanding for over daysMr*** also objects that this policy is not disclosed on Scottrade's websiteMr*** requests that Scottrade deliver the funds ($459.08) by Monday February 8, without any additional feesThank you for allowing me to research and address this matter
I apologize for any inconvenience Mr*** experienced with regard to this matterIt is important to know that the $stop payment fee is disclosed on Scottrade's website, www.Scottrade.com under the "Why Scottrade?" tabThe day requirement is disclosed to clients when they request a stop payment
I understand that Mr***'s local office offered to waive the fee to wire the funds, if he wanted to stop payment on the check, which he declined
Our records indicate that Scottrade mailed the check in question from our StLouis, MO, offices on January 11, My research of this matter also found that the check arrived at the post office in Sarasota, FL, on January 13, and that the check cleared Scottrade's bank on February 1, Please note that no fees were charged to Mr***'s account regarding this check request
I hope this information is helpfulBased on my findings no further action on the part of Scottrade is deemed necessaryIf you have questions, feel free to contact me at XXX-XXX-XXXX extension ***
Sincerely,
*** ***
Investigation and Resolution Examiner

March 29,
Dispute Resolution Department
Revdex.com
NBroadway, Suite
StLouis, MO
RE: Case #***:
To Whom It May Concern:
I am writing in response to your email, dated
March 21, 2017,
regarding the complaint you forwarded to Scottrade from Mr*** ***
referencing his request that Scottrade reimburse the $fee for
transferring his assets to another brokerage firmI have researched Mr***’s
issue and am responding accordingly
After due consideration, Scottrade implemented a $
account transfer fee October 1, 2012.
There are significant costs associated with processing certain type of
transactions and while we previously chose to absorb those costs, it has become
a significant expense. All of
Scottrade’s commissions and fees are at or in-line with the competitive
landscape. The $account transfer
fee is disclosed through the Scottrade Brokerage Account Agreement, which
references our fee schedule located on Scottrade’s website
It’s important to note most brokerage firms will generally
reimburse transfer fees charged when moving your funds to the new brokerage
firmWe regret this matter may have caused Mr*** frustration, however we
respectfully decline his request for reimbursementNo adjustments will be made
to his account
If you have any further questions regarding this issue feel
free to contact me at *** *** ***
Sincerely,
*** ***
Senior Investigation & Resolution Examiner
cc: *** ***, Branch
Manager