November *, ******Charles Schwab**Re: Dena Peterson, Independent Branch Client Service...

GetHuman-shinerl's customer service issue with Charles Schwab Bank from November 2018

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November *, ******Charles Schwab**Re: Dena Peterson, Independent Branch Client Service Specialist, *** *** ****, *****@***.com**Dear Sir or Madam:**I went into the Schwab Citrus Park office today to reduce the amount of money in the account. Although I wanted to keep it open until I needed it for my next European trip scheduled for next April. However, Dena Peterson Peterson's lack of either people skills or product knowledge (i.e. security protocols) made me so upset that I just decided to cancel the account altogether and use another institution for my international banking needs.**I was on my out my my regular hiking trail when I decided to stop into the office because it was on the way. I was chatting about my plans and my other brokerage agencies and how they had merged and how I was in the process of finally getting some financial things changed around.. I was just being friendly. I handed her my drivers license.**She asked for my username & since I didn't have my banking info in front of me, I guessed and got it half right. *Dena Peterson: What's your mother's made name?*Me: I never give that out, but I often use the name of a certain flower. *Dena Peterson: That's not it.*Me: Maybe it's blank because I never put anything in that space, or sometimes NA is used.*Dena Peterson: There is something in that space.*Me: I don't know what that would be. *She been just looked at me. *Me: I can give you a passport, my social security, my fingerprint. Dena Peterson: When you opened the account on the laptop, you entered a word into the mothers maiden name. *Me: I don't know what that would be.*Dena Peterson: (Looking at me like I was supposed to do something).**Finally, she got up to consult with her office mate. She returned to her office and made a phone call. While she was doing that, I accessed my account info and showed it to her through the glass. **When I went back in the office:*Dena Peterson: You put something in the maiden name field, but you can fill out a change of mother's maiden name authorization form that you sign and we can process that. (Then she sat and looked at me.) **Me: OK*While she began to call up that form, I began to think. It was going to be a hard copy that needed to be mailed and would be a process that would take days, and then I would have to return again to complete the transaction that I was attempting. I have no patience with administrative details, especially when they're unnecessary. **I'd had enough. **Me: You know? Forget it. Close the account. I am sitting here with my driver's license with my face on it. I can provide the account *, the nickname, the answers to the other security questions, and my social security number. If that isn't enough security verification, then close the account. TDAmeritrade processes my account transactions over the phone when they don't even have me sitting there in front of them with my driver's license. **Dena Peterson: But you couldn't answer the first question I asked you, but then you were already verified because you presented a driver's license. (This was the first I'd heard of having been verified by the DL. She didn't mention that earlier.)**Me: It doesn't matter. Just close the account.**Dena Peterson: (Laughing) *Me: You can laugh at me all you want, but I can write a complaint (I lean in to get a good look at her name plate). *Dena Peterson: Fine (Hands me her business card.) I don't understand why you're responding like this.*Me: Because you pissed me off. I'm able to provide all the security corroboration you need other than mother's maiden name, but you won't even ask it. You just look at me.**Dena Peterson: But you're the one that's been doing all the talking.**Me: I may have been the one doing all the talking because you weren't doing enough talking. You were just looking at me like I'm the one who's supposed to be doing something, when you're the one that supposed to be processing my transaction.**Dena Peterson finally processed the account closing. I had to request an email confirmation because it wasn't offered and at this point, she'd lost all my confidence that anything I asked was going to get done.**Clearly, Dena Peterson didn't know that a driver’s license is enough verification. To refuse to ask for another piece of ID verification is not usual protocol with similar institutions. **I realize I was never a hugely profitable client at Schwab, but if I were, Dena Peterson’s lack of training or interpersonal skills would be troubling to me if I were her manager.*.**Lauren Shiner******* Paddock Ave*Tampa FL ********* *** ****
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Charles Schwab Bank

Customer service issue
Reported by GetHuman-shinerl
Nov 2nd, 2018 - 2 mons ago
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Nov 2nd 12:03am