Consumer complaint received 2024-10-11
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CHARLES SCHWAB CORPORATION, THE (NY)

Complaint Regarding Access to My Account at Charles Schwab I am writing to file an official complaint against Charles Schwab & Co. , Inc. regarding the unreasonable delay in accessing my account and funds, despite my compliance with all verification and documentation requests. The delays and inconsistent communication from Schwab representatives have caused me significant financial distress, particularly as I have upcoming tax payments due by XX/XX/year>. 

Timeline and Issues : Double Deposit Situation and Account Verification : On or around XX/XX/year>, I deposited a check for {$7800.00} into both XXXX and Schwab. Schwab cleared the check, but Citibank did not. As a result, Citibank closed my account due to the double deposit issue. The funds from the {$7800.00} check are currently in my Schwab account. 
Following this, Schwab placed my account under a verification process. Despite providing all required documentation and verifying my identity over the phone and in person, Schwab has failed to provide me with access to my funds. 
Inconsistent Timelines from Schwab Representatives : Initially, on XX/XX/year>, a Schwab representative informed me that the verification process would take 1-2 days. However, I was later told that it would take up to 30 days. Then, on XX/XX/year>, I was informed by another Schwab representative that it could take up to 60 days. This shifting timeline is excessive, and I have not been given any valid reason for these delays, despite fully cooperating with the verification process. 
Complaint Filing with Schwab : On XX/XX/year>, I filed an official complaint with Schwab, requesting an update on the status of my account and when I could expect access to my funds. I was told I would receive a formal notification via email with a timeline for the resolution of this issue. As of now, I have not received any notification or complaint number. 
I have escalated the matter to higher management at Schwab, but I still do not have a clear timeline or explanation for the delay. 
XXXX Payments Returned During Verification : On XX/XX/year>, Schwab returned a XXXX payment from my wife, with whom I regularly send and receive XXXX transfers. This transaction has never been an issue before, and I believe the return was due to the ongoing account verification process. 
Need for Immediate Access to Funds : I urgently need access to my funds to pay my taxes by XX/XX/year>. The continued delay in providing access to my account is causing significant financial hardship, and I believe Schwabs actions may be retaliatory, as I had previously indicated my intent to close the account. 
Desired Resolution : I request that Schwab : Immediately provide access to my funds. 
Complete the verification process and provide a clear and final timeline for when the issue will be resolved. 
Provide a formal complaint number and documentation of the steps Schwab is taking to resolve this matter. 
Despite my patience and cooperation, I believe the ongoing delays are excessive and unjustified. I am prepared to escalate this further, if necessary, but I hope to resolve the issue directly and regain access to my funds as soon as possible. 

Thank you for your time and attention to this matter. 

Supporting Documentation : Screenshots of the deposits made for {$7800.00} and {$4800.00} Communication related to the verification process and delays from Schwab. All Schwab recordings will justify my claim.