TD Ameritrade

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: *** *** Examiner
Contact Phone: XXX-XXX-XXXX x ***
Contact Email: ***@scottrade.com
June 15,
Revdex.com of Eastern Missouri & Southern Illinois
Dispute Resolution Department
N
Broadway, Ste
StLouis, MO XXXXX
Re: Revdex.com Case #XXXXXXX - Mrs*** ***
Scottrade Account D09-XXXXX
Dear Sirs:
I am writing in response to the complaint referenced above, which Scottrade received from your office on June 1, Mrs*** complaint concerns difficulties she experienced with transferring her above referenced account out of ScottradeShe complains that Scottrade failed to inform her that the bank, where her account was to be transferred, would need to provide Scottrade with a notarized transfer formThank you for allowing me to research and address this matter
I apologize that for any inconvenience Mrs*** experienced with regard to this matter
On June 12, 2015, Scottrade contacted Mrs***'s banking institution, *** Community Bank, and explained the need for a notarized transfer formThe representative at *** Community Bank stated that they would provide the document, but at the writing of this letter, we have not it
It is important to know that Mrs***'s account holds cash and securities; if she intends on closing the account, she will need to transfer the securities to a firm that can hold the stockShe may also liquidate the stock and transfer the cash once the liquidation trade settlesAs a customer service gesture, Scottrade will not charge any commission, if and when she elects to sell her stock
Mrs*** should contact her local branch at XXX-XXX-XXXX or Scottrade's National Service Center at X-XXX-XXX-XXXX with questions or assistance with liquidating her stock
If you have questions, feel free to contact me at XXX-XXX-XXXX extension ***
Sincerely,
*** ***
Investigation and Resolution Examiner
cc: Revdex.com Dispute Resolution Department
Jason Hester, Branch Manager
Initial Consumer Rebuttal /* (1500, 6, 2015/06/16) */

Business Response Attached

March 28,
Revdex.com
Serving Eastern Missouri &
Southern Illinois
NBroadway, Suite
StLouis, MO
Re: Scottrade Account ***
Revdex.com
Complaint Case #***
To Whom It May Concern:
I am writing in response to a follcomplaint that was
forwarded to Scottrade on March 24, 2017, concerning a client’s request to
withdraw $from their IRAWe appreciate the opportunity to respond
According to our records, the
above referenced Traditional IRA was opened online on February 6, The
account was funded with a with an initial deposit of $via the Automated
Clearing House system (ACH) “Money Direct” on March 10, 2017, with a deposit of
$
The client is asking Scottrade to
send a check to the client in the amount of $600.00, or return the funds to the
external bank account using the ACH systemThe client has also informed Scottrade
that they filed an ACH Fraud Claim with their external bank
Since an ACH fraud claim has been
filed with the external bank, the client should check on the status of the
claim with the external bankTypically, when an ACH fraud claim is filed, the
bank will require Scottrade to return the funds to the originating bank via the
ACH system
Scottrade regrets any inconvenience this may cause for the
clientIf the client has additional questions or concerns regarding this
matter, they can contact me directly at *** *** ***
Sincerely,
*** ** ***
Investigation and Resolution Examiner

August
28,
RevDex.com
Dispute
Resolution Department
NBroadway, Suite
St
Louis, MO
Re: Scottrade Account ***
Revdex.com Complaint Case #
***
Dear
Dispute Resolution Department:
I
am writing in response to the complaint you forwarded to Scottrade on August
22, from Mr*** regarding the distribution of his father’s Scottrade
account. Thank you for allowing us the
opportunity to respond to this matter
Scottrade
has been working with Mr*** and we had to wait until he supplied us with the
proper documentation before we could distribute the funds. Mr*** has provided with us with the
required documentation and Scottrade has processed it. Since Mr*** wanted the check sent to an
alternate payee, we had to wait until he submitted the Alternate Payee
Authorization form, which we received on August 23, 2017.
Mr
***’s request has been processed and a check for the full cash balance was
mailed on August 24, 2017.
Please
let Mr*** know we apologize for any inconvenience this matter may have
caused. Scottrade always welcomes candid
feedback on our service from our clients, so that we can continuously deliver
the high level of customer support that our clients have come to expect.
Please
be assured that we take your comments about our service seriously, and have
addressed this matter with the appropriate department.
If
you need additional assistance, please feel free to contact me at
*** *** ***
Sincerely,
*** ***
Investigation
and Resolution Examiner
cc:
*** ***, Branch Manager

Hello,This was resolved today in Scottrade's computer system and I contacted them yesterday as well to find out more about the issue which displayed a negative balance for the transaction. If possible, can you please close the complaint and/or let them know that I am satisfied with the
results? This is for the complaint #*** that I opened yesterday. Thanks again.Sincerely,*** ***

On 04/25/we submitted our response to Mrs***I have attached it again
Thank you!

I am the beneficary of an IRA my ex-husband had through TD AmeritradeThe expirence as been a terrible oneThe representatives that I have spoken with have made me feel like I was trying to take something that did not belong to meMy relationship with my ex-husband was a great one we were best friends and trusted and respected each other that is why he left me as beneficary on all policies and his financial representativeI am so disappointed in the treatment I have received and not one time was there any condolences given for a man that traded with your company for yearsWord of mouth it still a powerful toolI have done research based on this expirence and a listed beneficary supercedes all divorce decrees and even a willI should not have been made to feel this way it is not right

December 16,
Dispute Resolution Department
Revdex.com
N
Broadway, Suite
StLouis, MO
RE: Case #***:
To Whom It May Concern:
I am writing in response to
your email,
dated December 15, 2016, regarding the complaint you forwarded to
Scottrade from Mr*** *** regarding reorganization fees charged to his
Scottrade accounts. I have researched Mr
***’s issue and am responding accordingly.
Scottrade had not updated its
commissions or fee schedule for many years.
However, after due consideration, Scottrade implemented its new
commission and fees schedule on October 1, 2012, as permitted by the terms of
the Brokerage Account Agreement. The reorganization
fee covers a part of the cost incurred by Scottrade when processing corporate
actionsAll of Scottrade’s commissions and fees are at or in-line with the
competitive landscape
Scottrade will not charge a
fee for corporate actions involving maturity payments, stock dividends,
spin-offs, forward stock splits, 1:name changes, and any 1:corporate
actions in which a CUSIP change does not occur.
However corporate action like reverse splits and corporate actions where
the CUSIP changes will incur a $fee.
The price of the security has no bearing on the fee, nor does the amount
of shares that are held in a security going through a mandatory reorganization
Please note that it is not an
uncommon occurrence for companies to have a corporate action, and it may happen
for multiple securities in a client’s account.
Scottrade has no control over the actions of the companies in which our
clients invest.
Clients can visit our
Brokerage Commissions and Fees Schedule page at www.scottrade.com to view our
complete commission schedule, including possible miscellaneous service fees
As a customer service
gesture, on December 14th Scottrade reversed the reorganization fees
charged to Mr***’s two Scottrade accounts
If you have any further
questions regarding this issue feel free to contact me at *** *** ***
Sincerely,
*** ***
Senior Investigation &
Resolution Examiner
cc: *** ***, Branch
Manager

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6,
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 July 29, 2015,
regarding the complaint you forwarded to Scottrade from *** ***Ms*** had concerns regarding her misplaced IRA rollover check and Scottrade's subsequent follow-up
I have researched Ms***'s issues and am happy to report that this issue has now been resolvedScottrade apologizes for misplacing Ms***'s IRA rollover checkThe funds were wired into her above-referenced Scottrade account on July 17, As a customer service gesture, free trades have been credited to her account, and $in fees have been refunded
If you have any further questions regarding this issue feel free to contact me at XXX-XXX-XXXX ext***
Sincerely,
*** ***
Senior Investigation & Resolution Examiner
cc: *** *** Branch Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt was lost in the mail
Sincerely,
*** ***

December
12,
RevDex.com
Dispute
Resolution Department
NBroadway, Suite
St
Louis, MO
Re: Scottrade Account *** *** &
*** J***, Jt Ten
Revdex.com
Complaint Case # ***
Dear
Dispute Resolution Department:
I
am writing in response to the complaint you forwarded to Scottrade on December
8, from Mr*** regarding his request for reimbursement of the $
account transfer fees. I have researched
this matter and am reporting my findings below
The
rate increase was announced on Mr***’s September account
statements. Mr*** can look toward
the top of his statements and he will see a box that says “Information
Update.” In that box, it states, “As of
Oct1, 2012, Scottrade’s Commissions and Fees Schedule has been updatedTo
view the new schedule, please visit Scottrade.com/CommissionsAndFees or contact
your local Scottrade Team.” Also, the
$Outgoing Full Account Transfer fee is clearly stated on our Fees and
Commissions page: https://www.scottrade.com/o***s.html#tab
Further,
per Scottrade’s Brokerage Account Agreement Terms and Conditions, which Mr
*** agreed to by signing his Scottrade Brokerage Account Applications, it
states under section 8) Modifications, “Scottrade may amend, change, revise,
add or modify this Agreement at any time.”
Since
Scottrade acted accordingly with regard to our policies and procedures, we
respectfully decline Mr***’s request for reimbursement
If
you have any further questions, please feel free to contact me directly at ***
extension ***
Sincerely,
*** ***
Investigation
& Resolution Examiner
cc: *** ***, Branch Manager

March 22,
Revdex.com
Serving Eastern Missouri &
Southern Illinois
NBroadway, Suite
StLouis, MO
Re: Scottrade Account
***
Revdex.com
Complaint Case #***
To Whom It May Concern:
I am writing in response to a follow up that was forwarded
to Scottrade on March 14, 2017, concerning a recent service experience with the
Scottrade office in Nottingham, MDThank you for giving us the opportunity to
address this matter
We appreciate the client for bringing
this to our attention. Scottrade always welcomes feedback so that we can
continuously improve the service we provide to our valued clientsThe client’s
recent experience certainly is not representative of the excellent
service that we strive to deliver. Please
be assured that we take your comments seriously and have addressed this matter
with the Scottrade branch office in Nottingham, MD
I understand the manager from the Scottrade office in
Nottingham, MD has attempted to reach the client by phone to discuss this in
greater detail and left a voice messageHe also sent an IRA distribution form
to the address of record so the client can withdraw the $deposit
Scottrade regrets any frustration or inconvenience this
experience may have causedIf the client has additional questions or concerns
regarding this matter, they can contact me directly at ***,
extension ***
Sincerely,
*** ** ***
Investigation and Resolution Examiner

Complaint: ***
I am rejecting this response because: The trades that were credited to my account have an expiration date of 8/1/There was no reference of an expiration date in their promotional offerI would have to do almost trade per day to use the trades by 8/1/and that is unreasonable for the average investorIf Scottrade was intending to place an expiration on their free trades they should have acknowledged that in their promotionThe promotion said in large bold print, "free trades" and no reference to an expiration date of these tradesScottrades promotional advertising is deceitfulThe only way I have been able to get Scottrade to stand behind their promotional offer is to go to the Revdex.com and then Scottrade puts limits that were not represented in the promotional offerUnfortunate and sad
Sincerely,
*** ***

November 21, 2016
 
Revdex.com
Serving Eastern Missouri &
Southern Illinois
211 N. Broadway, Suite 2060
St. Louis, MO 63102
 
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 November 18, 2016, concerning access to an online Scottrade
account. In the complaint, the client states his account has been disabled and
would like it enabled. We appreciate the opportunity to address this matter.
According to our records, the account in question was closed due to
inactivity on October 23, 2015. Scottrade policy states that accounts with a
zero balance, no positions and that have been inactive for a minimum of 12
months, will be closed. Please note; once
an account is closed due to inactivity, it cannot be reopened. If a client
wishes to reopen the account, they will need to go through the account-opening
process. We regret any inconvenience this may cause.
Attempts have been made to contact
the client by phone and email, and the contact information we have on file is no
longer valid. If the client has additional questions or concerns
regarding this matter, they can contact their local Scottrade office at [redacted], or Scottrade’s National Service Center at [redacted].
Sincerely,
 
[redacted]
Scottrade Investigation and Resolution Examiner

Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@scottrade.com
February 16, 2016
Dispute Resolution Department
Revdex.com
211 N. Broadway, Suite 2060
St. Louis, 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 resolved. Scottrade 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. 2898.
Sincerely,
[redacted]
Senior Investigation & Resolution Examiner
cc: [redacted] Branch Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

July 14, 2017
 
Dispute Resolution Department
Revdex.com
211 N. Broadway, Suite 2060
St. Louis, MO 63102
 
RE:      Case #
[redacted]
 
To Whom It May Concern:
 
I am writing in response to your email, dated July...

5, 2017,
regarding the complaint you forwarded to Scottrade from Mr. Mathew [redacted]
referencing his request that Scottrade reimburse the $75.00 fee for
transferring his assets to [redacted], LLC. I have researched Mr.
[redacted]’s issue and am responding accordingly.
 
After due consideration, Scottrade implemented a $75.00
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 $75.00 account transfer
fee is disclosed through the Scottrade Brokerage Account Agreement, which
references our fee schedule located on Scottrade’s website.
 
In my research I could find no evidence Mr. [redacted] was
told by Scottrade there would not be a transfer fee charged.
 
It’s important to note most brokerage firms will generally
reimburse transfer fees charged when moving your funds to the new brokerage
firm. While we regret this matter may have caused Mr. [redacted] frustration, we
respectfully decline his request for reimbursement.
 
If you have any further questions regarding this issue feel
free to contact me at [redacted].
 
Sincerely,
 
[redacted]
Senior Investigation & Resolution Examiner
 
cc:    [redacted],
Branch Manager

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]

Initial Business Response /* (1000, 5, 2015/10/28) */
Revdex.com of Eastern Missouri & Southern Illinois
Dispute Resolution Department
[redacted] Ste. [redacted]
St. Louis, 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, 2015. Mr. [redacted]'s complaint concerns the $20 reorganization fee charged to his above referenced account with regard to the 1 for 2000 reverse split by [redacted] Inc. (SNDY). This activity left Mr. [redacted]'s account with a $20 debit, as there was a $0.00 cash balance when this action occurred. Additionally, Mr. [redacted] states that his account holds a worthless stock and Scottrade charges $7 to have it removed. Mr. [redacted] feels that these fees are inappropriate and desires to close the account. Thank you for allowing me to research and address this matter.
I apologize for any inconvenience or confusion Mr. Shaw experienced with regard to this matter. Please note that Scottrade announced the implementation of this and other fees in August 2012 with the Account Activity Statement. We also disclosed this information in the "Message" box which is located on "Home" tab section of your online account. Scottrade's $20 fee covers processing expenses resulting from corporate actions. This allows Scottrade to provide a quality online trading experience and remain competitive in the securities industry. Though the dollar amount may vary, the charge of this fee remains consistent with other brokerage firms. It 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 $20 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 15. As a customer service gesture, Ms. [redacted] reversed the $20 fee and on October 23 attempted to contact Mr. [redacted] by telephone to discuss the matter. Mr. [redacted]'s voice mail was not set up, so she was unable to leave a message.
With regard to the remaining 4,000 shares of [redacted] (PWRM), Scottrade will be able to remove the worthless shares at no fee. To accomplish the removal of those shares, Mr. [redacted] should complete Scottrade's "Request To Remove Worthless Securities" form and provide it to his local branch. The form is available in Scottrade's Form Center on our website. Once the stock is removed, we will be able to close the account per Mr. [redacted]'s request. Mr. [redacted] may contact the local Scottrade branch office at XXX-XXX-XXXX.
I hope this information is helpful. If you have questions, feel free to contact me at XXX-XXX-XXXX extension [redacted]
Sincerely,
[redacted]
Investigation and Resolution Examiner

I am writing in response to the January 9, 2018, correspondence to TD Ameritrade, Division of TD Ameritrade, Inc., regarding the above-referenced matter.  I have reviewed your letter and welcome the opportunity to respond.TD Ameritrade will thoroughly research the concern you forwarded.  I...

want you to be assured that we are here to provide the highest level of service on a personal basis, however under privacy guidelines, TD Ameritrade is unable to provide you a copy of our response without a signed written release.  TD Ameritrade will respond directly to the person initiating the inquiry in this matter. I personally thank you for the opportunity to be of service in this matter.

Initial Business Response /* (1000, 5, 2015/12/04) */
December 4, 2015
[redacted]
XXXXX S [redacted]
Miami, FL XXXXX
Re: Scottrade Account O09-XXXXX215
Revdex.com Complaint Case # XXXXXXX
Dear Mr. [redacted]:
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, 2015. 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 resolved. We understand the importance of reliable systems so that you can place orders depending on changing market conditions and take this matter very seriously. Although 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 unavailable. We regret that in this instance we were unable to provide you with the service to which you are accustomed from Scottrade.
On December 2, 2015 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 voicemail. A total of 20 free trades have been credited to your account for the inconvenience you experienced on November 23, 2015. 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 $1.
Your business is appreciated at Scottrade and we hope that you will continue to allow us to service your investment needs. If 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 /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Scottrade