Consumer complaint received 2020-10-13
Company: CHARLES SCHWAB CORPORATION, THE
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
CFPB, I opened an investor checking and brokerage account with Charles Schwab Bank and set up a direct deposit from my employer a XXXX  XXXX. I also later opened up a savings and also a Roth and Traditional IRA, which I later closed due to the bad customer service I received from several employees. I am a twice widowed mother and take care of both of my parents and two stepparents all in their late XXXX 's and will be given an inheritance and also wanted to prepare for my retirement and my own sons inheritance. I had a couple of issues not long after opening the account where I had made a couple of purchases and paid for the items on XXXX and most recently online where I was taken advantage off, two of the items were never delivered, one issue was XXXX  fault and they had to give me credits for all, then recently I ordered a couple of shirts and a scam company in XXXX XXXX ripped me off for {$100.00} which Schwab credited me while they investigated, then I told them to take it back when the items finally showed up late and nothing like described. So, because I only get paid two times a month working for the XXXX XXXX XXXX XXXX and have no help, these things caused my account to go in the negative a couple of times. Then most recently a gas charge for {$21.00} they did not pay until it came through caused me an additional {$25.00} fee and a rude man affiliated with XXXX  XXXX 's through XXXX at XXXX XXXX XXXX called me and was extremely hateful to me and the Schwab Bank Rep just sat there on the call and said nothing to him and they also paid him the fee which was not even a legitimate fee, the check was not an NSF as it was paid when they sent it through, it was never not paid and no one even contacted me about it, not the gas station or the check places either one. Each time I reached out to the CEO as no one seem to have an answer for anything that I spoke with, most seemed put out, a couple enjoyed talking but had not answers to the problem, several were just rude. It was a compete waste of time talking to any of them. The CEO would just sent my complaint to a rep and then would call and ask me all again then say there was nothing they could do. I asked if they had any kind of courtesy pay for emergencies and they said no, the courtesy pay is the brokerage account that pulls you money over to cover shortages. I asked if they had a line of credit or credit card I could apply for and the answer again was no, though they said when I started there they did have such but stopped offering it just recently. I finally just wrote the CEO again at his email address I found online and also one time through XXXX and also Charles Schwab the owner at an email for his office I found online and told them both I was very unhappy with the service, felt I was not being treated with respect maybe because I don't have a large amount of money going in my account, my monthly pay is only {$4100.00} but I planned to move money into my other accounts as I can. They simply were not making enough money off of my accounts. I blocked their number as the girl they had call me was wasting my time, she would just have me repeat all that was going on, then tell me there was nothing they could do. So, then they sent me two emails to try to get me to fill out reviews on my last experiences, another waste of my time. I had explained to them over and over what the issues were and that no one was resolving them, whether bad customer service, rudeness, no one helping with issues of the fee getting taken out of my account most recently for a check that cleared my bank, the past issues with XXXX which I ended up having to resolve on my own. Then today they send an envelope I must sign for, they are lucky I was even home as today is a holiday. The letter was telling me they have decided to close my account as of XX/XX/XXXX with no explanation and only gave a number to call if I had questions. I called and talked to another smart mouth and he basically tried to make it look like I had done something wrong and I was the problem he said " Yes, it looks like they have decided to close your account because according to our account agreement we can close it for any reason and you were not holding to the account agreement so we are doing so ''. I was not holding to the account agreement??? I have had nothing but problems with the account since I opened it and close four others I opened for the same reason, rudeness, lack of customer service, being talked down to, being treated as less than because of my bank balance and not having any kind of customer service whatsoever, they offer nothing to you and want you to give them all of your money and assets in return!!! So, now I have to try to get my bank account direct deposit switched within a few weeks and it took the government over four weeks to do so when I set it up and I have bills that have to be paid on time. I feel this is unfair. I had already told them I was going to be closing it in the future if things did not improve, but now they are trying to make it look as if I did something to cause it, to save their own reputation. I would not recommend anyone ever do business with them as all they care about is getting lots of money and assets on the books, nothing else is important to them. They should be ashamed of themselves for treating others this way!!! 

Which issue ( s ) : Low quality product, Bad customer support, Collections issues How they can fix the problem : I think they should apologize, leave my account alone until I decide to get it moved and fix all of the past issues in whatever way necessary, offer a line of credit or bank card to me to back up my account, reprimand and get rid of any bad employees, contact that gas station and XXXX XXXX XXXX and hold them accountable and make them fire the employee who spoke to me like dirt on the phone. Then they can pay me a big fat check to make all well with me too. This is the least they could do for all of my troubles since starting with them! It is their job to protect their clients in whatever way needed and I don't feel protected in the least, just put upon and disrespected, ignored, verbally abused and lied about in the instance of the most recent letter and conversation that I did not handle the account as per the agreement. That is a LIE and a possible defamation lawsuit!!! I handled my account just fine, it is not my fault that others are all trying to steal and gouge me for money that is not owed or take advantage of me and it is not my fault this bank is so greedy they need only wealthy clients they can take from so are trying their best to get me to leave by not addressing and fixing issues on the account, but simply having different people call me and have me tell them the whole story again and then do absolutely NOTHING to fix anything, that is a waste of my time. I unlike them work hard for a living daily at the XXXX XXXX XXXX XXXX office and don't appreciate the only hour break I have a day being wasted in idle chatter that resolves nothing. What are they paid to do anyway? By trying to shut this account down on me now for no reason other than they are not making enough off me, they are going to cause me to fall behind on my bills or miss my rent payment which they already did one time before due to their error of not removing a hold a rent check I had placed and then removed, which caused me to have to give my landlord money orders now, but they also will cause me to not receive a stimulus check if they come through in the next couple of weeks and as any educated person knows it takes the government anywhere from 4-6 wks to switch a direct deposit and that is when there is no Covid19 issue where all are working from home!! I already have a another checking and other accounts that is not the issue, it is the time frame and most importantly the fact is they are at fault along with the others mentioned here, NOT ME, yet instead they want to close my account, makes perfect sense to this bunch of morons. I have NEVER in my life had worse customer service and will tell everyone I know to avoid this bank and I know ALOT of people!! The rep on the phone I spoke with tonight said they are going to stop accepting any deposits into the account or withdrawals as of XX/XX/XXXX, that is less than four weeks away and we are not even at work today due to a holiday and I am off tomorrow for a physical. I want my XXXX account left ALONE until I SHUT IT DOWN, which I intended to do anyway due to all of the problems I have experienced while there!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation