TD Ameritrade

November 29, 2016  Re:       Revdex.com Complaint Case # [redacted]   To Whom It May Concern:    I am writing in response to the complaint you forwarded to Scottrade on November 28, 2016 from Mr. [redacted] regarding the Exposure Fee which was charged to his...

ScottradePRO account.   Scottrade provided Mr. [redacted] a letter on November 21, 2016 detailing the disclosure of this fee and also included the Interactive Brokers LLC Customer Agreement which he signed on July 27, 2016. By signing the agreement he acknowledged that he had read and understood all of the information provided during the application process, including all commissions and fees disclosed on the IB (Interactive Brokers) website. The Exposure Fee is referenced on the IB website and includes a description of why it is applied along with steps that can be taken to avoid being charged this fee.   Below is a link to the fees page in which Interactive Brokers’ Exposure Fee for High Risk Accounts is disclosed:               https://w[redacted]/en/index.php?f=14718   Please note the Exposure Fee was prominently displayed within Mr. [redacted]’s Daily Account Statements for any day in which the fee was applied to his account. The Order Confirmation screen will also display the Exposure Fee Impact if a client is being assessed this fee or if they’re making a trade which will put them into a situation in which the fee would be applied. Our records also show the Exposure Fee was discussed in detail on many occasions with the trading agent on Mr. [redacted]’s account. It was explained to the trading agent why the fee was being charged as well as measures that can be taken to reduce the account’s risk exposure to help eliminate this fee.   Based on my findings, I can confirm the Exposure Fee was properly disclosed to Mr. [redacted] on multiple occasions, and the request for Scottrade to reimburse the Exposure Fee charged by Interactive Brokers is respectfully declined.   We appreciate the opportunity to address Mr. [redacted]’s concerns. If he has additional questions regarding this matter, he can contact our Active Trader Group at [redacted]   Sincerely,   [redacted] Investigation and Resolution Examiner   cc:        Scottrade Active Trader Group

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, 2015/11/17) */
November 17, 2015
Revdex.com of Eastern Missouri & Southern Illinois
Dispute Resolution Department
211 N. Broadway, Ste. 2060
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 November 11, 2015. Mr. [redacted] complains that Scottrade promised free trades in response to our referral program, but did not follow through. Thank 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 Scottrade. Both current and the new referral client receive 3 free online trades to be used during the next 3 months.
According to our records, a new client referred by Mr. [redacted] opened a new Scottrade Account on November 8, 2015. 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. [redacted]'s local Scottrade office manager, called and discussed the matter with Mr. [redacted]. Mr. [redacted] apologized for the oversight and credited Mr. [redacted]'s account and the referral account with 10 free trades. It 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 $1.00.
I hope this information is helpful. If you have questions, feel free to contact me at XXX-XXX-XXXX extension 2980.
Sincerely,
[redacted]
Investigation and Resolution Examiner
cc: [redacted] Branch Manager

August 10, 2016
 
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...

August 9, 2016,
regarding the complaint you forwarded to Scottrade from Mr. [redacted]
referencing the delay in transferring assets between two of Mr. [redacted]’s brokerage
accounts. I have researched Mr. [redacted]’s issue and am responding
accordingly.  
 
On July 26, 2016, Mr. [redacted] submitted a Letter of
Authorization (LOA) to Scottrade to transfer assets from his custodial account
to his single account. This LOA had an electronically-signed signature, so Mr.
[redacted] was informed an LOA physically signed by him was required. Mr. [redacted]
then submitted an LOA with a physical signature, but it appears due to unknown
circumstances this LOA was not acted upon by Scottrade. We apologize for any
confusion or frustration this situation caused Mr. [redacted].
 
On August 9, 2016, Scottrade completed the full transfer of
assets from Mr. [redacted]’s custodial account to his single account.
 
If you have any further questions regarding this issue feel
free to contact me at [redacted] ext. [redacted].
 
Sincerely,
 
[redacted]
Senior Investigation & Resolution Examiner
 
cc:     [redacted],
Branch Manager

June 7, 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 May 31, 2016, concerning a client’s recent experience with a
Scottrade promotional offer. In the complaint, the client states he funded a
new account with $25,000.00, and was entitled to receive $100 cash bonus and 50
commission-free trades. The 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 15 trades placed online, and the 50 free trades due
in accordance with the promotion.  
 
This client’s experience is not representative of the
excellent service that we strive to consistently deliver. Please 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 experience. Additionally, I credited the account with 50
commission-free trades and reversed the commission on the 15 trades that have
been placed online.
 
Thank you for giving us the opportunity to address the
client’s concerns. If the client has additional questions regarding this
matter, they can contact me directly at [redacted], extension [redacted].
 
Sincerely,
 
*
[redacted]
Investigation and Resolution Examiner

Initial Business Response /* (1000, 13, 2015/11/18) */
November 18, 2015
Dispute Resolution Department
Revdex.com Serving Eastern Missouri &
211 N. Broadway, Suite 2060
St. Louis, MO XXXXX
RE: Case # 1528469 : [redacted]
To Whom It May Concern:
I am writing in...

response to your email, dated October 19, 2015, regarding the complaint you forwarded to Scottrade from Mr. [redacted] concerning his allegation his Scottrade account was compromised. I have researched Mr. [redacted]'s issue and am responding accordingly.
The timeline Mr. [redacted] suggests in his complaint is not consistent with the timeframe of the data incident acknowledged by Scottrade. There is no evidence to support Mr. [redacted]'s claim that his Scottrade account was compromised, or the transactions occurring within were fraudulent.
Scottrade has previously researched Mr. [redacted]'s issue and has responded to him accordingly. We consider this matter to be closed.
If you have any further questions regarding this issue feel free to contact me at XXX-XXX-XXXX ext. [redacted]
Sincerely,
[redacted]
Senior Investigation & Resolution Examiner
cc: [redacted] Branch Manager

Initial Business Response /* (1000, 5, 2015/08/10) */
August 10, 2015
Mr. [redacted]
[redacted]
Washington, Washington D.C. XXXXX
Re: Scottrade Bank Account - # ending in [redacted]
Dear Mr. [redacted]
We are writing in response to your correspondence, received July 28, 2015, regarding...

excessive NSF fees that were charged on your Scottrade Bank account. We have reviewed the issues and are reporting as follows.
According to your complaint, you expressed frustration that four $25 NSF fees were charged to your Scottrade Bank account due to two $1.00 ACH withdrawals which attempted to pull from your account on two separate occasions. Even though the transactions were legitimate, you feel the fees should be waived due to the small amount of the ACH withdrawals.
We understand your frustration given the circumstances and will refund the four $25 NSF fees. We apologize that a courtesy refund was not given upon your first request; however we continually review our operating procedures when issues of this type are brought to our attention. As a result, we are currently assessing the processes associated with transactions of this type. As of July 29th, we can confirm that a refund of $100 has been credited to your Scottrade Bank account as a courtesy waiver for the four $25 NSF fees you incurred.
We sincerely apologize for any inconvenience this situation has caused. We appreciate your relationship with our institution and value you as a client. If you should ever need additional assistance, please feel free to contact your local Scottrade office at XXX-XXX-XXXX or Bank Support at XXX-XXX-XXXX.
Sincerely,
[redacted]
Compliance Specialist
Scottrade Bank

August 5, 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 August 2, 2016, concerning an email received from Scottrade
after requesting not to be contacted by phone or email. As 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 holders. On June 23, 2016, we
attempted to contact the client’s cell phone and the number was not set up for
voicemail. We attempted to contact the client at his business phone number and was
told the client was no longer employed. When this occurs, the firm’s normal
course of action is to contact the client by email for the purpose of attaining
a valid contact number. We regret any frustration this may have caused.
 
By nature of our business, we must have immediate access to
our customers. Circumstances arise that require us to speak immediately to our
customers regarding their accounts. We
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

Complaint: [redacted]
I am rejecting this response because:
They are obviously admitting that they steal people's money and are not providing any proof. The 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 again. So 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]

Initial Business Response /* (1000, 5, 2015/05/06) */
May 6, 2015
Revdex.com
Dispute Resolution Department
211 N. Broadway, Suite 2060
St. Louis, MO XXXXX
Re: Scottrade Account 04L-XXXXX774
Revdex.com Complaint Case # XXXXXXX
Dear Dispute Resolution Department:
I am...

writing in response to the complaint that you forwarded to Scottrade on April 22, 2015 from Mr. [redacted] regarding the good for the day limit orders he placed for [redacted] Inc. ([redacted]) and [redacted] Inc. ([redacted]).
Mr. [redacted] spoke to his Branch Manager, [redacted] on April 22, 2015 at 11:42:40 a.m. CT, which was able to address his questions regarding the reason his orders did not execute and resolved this matter.
Further, Mr. [redacted] sent Scottrade an email on April 22, 2015 at 2:45:03 pm CT saying, never mind, someone in the local office addressed my questions and concerns regarding selling/buying of stock.
I contacted Mr. [redacted] today (5/6/2015) and confirmed that his questions have been addressed and this matter has been resolved.
If you need additional assistance, please feel free to contact the local branch office at XXX-XXX-XXXX or you may contact me at X-XXX-XXX-XXXX Ext. [redacted]
Sincerely,
[redacted]
Investigation and Resolution Examiner
cc: [redacted] Branch Manager

Please see attached response.

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]

February 27, 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 February 16, 2017, regarding the complaint you forwarded to
Scottrade from Mr. [redacted] regarding the performance of his Scottrade Investment
Management account. I have researched Mr. [redacted]’s issue and am responding
accordingly.
 
In his complaint, Mr.
[redacted] claims he asked for a conservative investment portfolio, and the
investments Scottrade Investment Management put him in lost $4,000.00 in one
month (approximately 2%). Mr. [redacted] requests the losses he incurred and
the fees he was charged for the management of his account to be refunded.
 
It’s important to note that
during the process of determining if Mr. [redacted] thought a managed account
would be a good fit for him, Scottrade Guidance Consultant [redacted] went
through a Risk Tolerance Questionnaire (RTQ) with Mr. [redacted]. During the
completion of the RTQ, Mr. [redacted] was recommended for a conservative
investment portfolio. Mr. [redacted] stated he had a 6-9 year timeline for
these investments and would hold his investments during a down [redacted]et. Mr.
[redacted] explained the Scottrade Investment Management portfolios are not
designed for a short-term time horizon, and [redacted]et volatility was a
possibility.
 
In addition, on September 14,
2016, Mr. [redacted] signed the Statement of Investment Selection. This stated
he understood the securities available through the Guidance Solutions program
are not guaranteed by Scottrade Investment Management and are subject to
investment risk, including the possible loss of the principal amount invested.
 
Generally clients have been
satisfied with the level of service and advice provided by Scottrade Investment
Management, and we regret Mr. [redacted] had an unsatisfactory experience. Since
it was explained to Mr. [redacted] that Scottrade Investment Management
portfolios are not designed for a short-term time horizon, and [redacted]et
volatility was a possibility, Scottrade respectfully declines his request for a
refund of his trading losses and investment fees.
 
If you have any further
questions regarding this issue feel free to contact me at [redacted].
 
Sincerely,
 
 
[redacted]
Senior Investigation &
Resolution Examiner
 
Cc: Scottrade
Investment Management

Complaint: [redacted]
I am rejecting this response because: There would be no reason, to send us an IRA distribution orm without a proper explanation. From my brief research, it appears as if a penalty would occur by using this form. Send me a check for 600.00, I filed this complaint almost instantly after opening up this account, so simply close the account, sending me a check for my 600.00 or the same way I place the money into the account by ACH credit, simply put it right back into my [redacted] account. Scottrade in no way should make any money off of this 600.00. I am requesting a full refund where the IRS will NOT charge me any penalties. Please send me a check ASAP  
Sincerely,
[redacted]

June 16, 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 June 8, 2016 concerning a client’s recent experience with a
Scottrade promotional offer. In the complaint, the client rejected Scottrade’s
response due to an expiration date for 50 free trades that were credited to his
account. Further, 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 90 day expiration date of the
promotional offer. Additionally, I noticed that the free trades were not given
a full 90 day expiration date and apologized for the error. I assured the
client that I would have this corrected to reflect the 90 day expiration date
and will reverse any commissions charged during this process.
 
Thank you for giving us the opportunity to address the
client’s concerns. If the client has additional questions regarding this
matter, they can contact me directly at [redacted], extension [redacted].
 
Sincerely,
 
 
 
[redacted]
Investigation and Resolution Examiner

Initial Business Response /* (1000, 17, 2015/09/10) */
September 10, 2015
Revdex.com of Eastern Missouri & Southern Illinois
Dispute Resolution Department
211 N. Broadway, Ste. 2060
St. Louis, MO XXXXX
Re: Revdex.com Case #XXXXXXX - Mr. [redacted]
Scottrade Account...

31E-XXXXX339
Dear Sirs:
I am writing in response to the complaint referenced above, which Scottrade received from your office on August 26, 2015. Mr. [redacted]'s complaint concerns the $20 reorganization fee charged to his above referenced account with regard to the 1 for 10 reverse split by Hemp Inc. (HEMP). Mr. [redacted] also states that when he spoke with Scottrade's National Service Center associates concerning this matter he was treated in an unprofessional manner. He has requested a reversal of the fee and hard copy stock certificates for the companies he holds in his Scottrade account. Thank you for allowing me to research and address this matter.
I apologize for any frustration or confusion Mr. [redacted] experienced with regard to this matter. Scottrade always welcomes candid feedback on our service from our clients, so that we can continuously deliver the high level of customer service that our clients have come to expect. We regret that he felt that this service was not extended to him. Please be assured that his comments about our service have been taken seriously, and have addressed this matter with the manager of Scottrade's National Service Center.
On August 12th Scottrade charged Mr. [redacted]'s account with the $20 reorganization fee in question. 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).
Our records indicate that Scottrade received notice of the corporate mandatory action by HEMP on August 12, 2015, the same day the action was completed. On August 12th Mr. [redacted] received 63 new HEMPD shares in exchange for his 634 HEMP shares. Additionally, Mr. [redacted]'s account received 1 additional roundup share of HEMP on August 27th.
Per Mr. [redacted]'s request, I have reversed the $20 as an expression of appreciation for his business. With regard his request for hard copy stock certificates for the positions he owns, which are held in his account, there is a $500 per certificate fee involved. If Mr. [redacted] desires for Scottrade to provide him with physical stock certificates, we request that he deposit $2,500 (for the 5 companies owned) to his account prior to the request.
I hope this information is helpful. If you have questions, feel free to contact me at XXX-XXX-XXXX extension 2980.
Sincerely,
[redacted]
Investigation and Resolution Examiner
cc: Revdex.com Dispute Resolution Department
[redacted] Branch Manager

January 6, 2017
 
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 January 4, 2017, concerning funds the client alleges were stolen from his account. We appreciate the opportunity to address this matter.
 
According to our records, the client contacted his local Scottrade branch office on December 9, 2016 concerning what he believed to be unauthorized activity within his account. We 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 question. The 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 responsibility. Based on this information, no adjustments were made to the client’s account. The branch office spoke with the client on December 12, 2016 to inform him of our findings.
 
On December 15, 2016 Scottrade received a request from the client to withdraw his full cash balance via Federal Wire Transfer. The branch office left the client a voicemail that day confirming they had received his request and that it would be processed on December 19, 2016 once his recent stock sales had settled. On December 19, 2016 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 account. His full cash balance was properly sent to him on December 19, 2016 and the account has now been closed. Any 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 concerns. If 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

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]

Re: The Telephone number for Boulevard bankDear Mr. [redacted], We are writing in response to your correspondence, received March 22, 2016 via the Revdex.com, concerning the telephone number listed on Google for Boulevard Bank.  We have reviewed the issues and are reporting the...

following.  Your complaint states your personal phone number is listed as the phone number in Google search results for Boulevard Bank.  You also state your have contacted Scottrade several times in order to resolved this issue and have not been contacted back regarding its resolution.  Scottrade has reached out to Googled regarding this issue, and as of April 6, 2016 the phone number listed is no longer your personal number.  We apologize this issue was not able to be resolved more promptly, causing you to go to contact the Revdex.com in order to find a resolution.  We are hopeful this information will remain intact; however, we have been informed Google updates can occasionally revert back.  If that happens please let us know by emailing [redacted]@scottrade.com and we will reach out the appropriate people to have the number corrected again.  Sincerely, [redacted]Compliance SpecialistScottrade Bank

Initial Business Response /* (1000, 5, 2016/02/25) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@scottrade.com
February 25, 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 17, 2016, regarding the complaint you forwarded to Scottrade from Mr. [redacted] regarding his recent experience with a $50,000.00 check deposit into his Scottrade account on January 21, 2016. He alleges he missed out on trading gains of between $1,200.00 and $3,700.00 when the deposited funds weren't immediately available.
Mr. [redacted]'s local Scottrade branch had technical issues with their check scanner on January 21st, which prevented his funds from being credited to his account on January 22nd. Due to these check scanning issues, his check was sent overnight to the Scottrade home office in St. Louis via FedEx on January 21st. Unfortunately FedEx experienced delivery delays nationwide on January 22nd due to severe weather conditions throughout the Midwest. For this reason Mr. [redacted]'s check was not received in St. Louis for deposit into his account until Monday, January 25th.
We regret Mr. [redacted]'s $50,000.00 deposit did not post to his account by the market open on January 22, 2016. However no adjustments will be made to his account. Scottrade does not generally reimburse for claimed opportunity costs.
If you have any further questions regarding this issue feel free to contact me at XXX-XXX-XXXX ext. [redacted]
Sincerely,
[redacted]
Senior Investigation & Resolution Examiner
cc: [redacted] Branch Manager