Poor experience with Schwab
Poor experience with Schwab
From time to time, I see posts on this forum of complaints about Vanguard customer service. My experience with Vanguard has been great. I wanted to share my poor experience with Schwab.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
UPDATE/RESOLUTION: I spent about 45 min on the phone with Schwab and was passed around to 3 different departments. The third representative immediately diagnosed the problem and informed me this was a "known issue" for my account type (view-only access for a family member) caused by a software failure in Schwab's system with no definite timeframe for repair. The solution was to have the out-of-state family member and me complete a paper form and fax it in. Appreciate the handful of posters who provided thoughtful advice.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
UPDATE/RESOLUTION: I spent about 45 min on the phone with Schwab and was passed around to 3 different departments. The third representative immediately diagnosed the problem and informed me this was a "known issue" for my account type (view-only access for a family member) caused by a software failure in Schwab's system with no definite timeframe for repair. The solution was to have the out-of-state family member and me complete a paper form and fax it in. Appreciate the handful of posters who provided thoughtful advice.
Last edited by strafe on Sat May 22, 2021 6:41 am, edited 3 times in total.
Re: Poor experience with Schwab
I have not have any issues with Schwab webpage or mobile app. That's interesting. As for customer service, all brokerage firms are having issues with call in and chats due to substantially higher volume of request.
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Re: Poor experience with Schwab
They keep claiming high volume for a while, but I also feel they have had a year to deal with it. It's part of the cost of doing business.
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Re: Poor experience with Schwab
The good news is Vanguard doesn't offer online chat or scheduled phone calls, so you won't be disappointed with them.strafe wrote: ↑Wed Mar 10, 2021 6:47 pm From time to time, I see posts on this forum of complaints about Vanguard customer service. My experience with Vanguard has been great. I wanted to share my poor experience with Schwab.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
I'm surprised you've had issues accessing Schwab for "many weeks." Seems to be an outlier.
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Re: Poor experience with Schwab
Try clearing all schwab.com-related cookiesstrafe wrote: ↑Wed Mar 10, 2021 6:47 pm From time to time, I see posts on this forum of complaints about Vanguard customer service. My experience with Vanguard has been great. I wanted to share my poor experience with Schwab.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
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Re: Poor experience with Schwab
I haven't had any problems logging onto Schwab all week. Maybe clear your cookies and restart your computer.
10 minute hold time is excessive? I noticed this week they've taken down the banner saying hold times are longer than expected. It seems Schwab has addressed the issue of long hold times for CSR.
10 minute hold time is excessive? I noticed this week they've taken down the banner saying hold times are longer than expected. It seems Schwab has addressed the issue of long hold times for CSR.
We plan. G-d laughs.
Re: Poor experience with Schwab
Are you using a VPN? Try turning it off. Ascensus and BofA sometimes give me a hard time for the same reason.
Re: Poor experience with Schwab
Same. I log in basically every day, and the website has been fine. Clear cookies, restart browser, restart computer, try a different browser, etc.MishkaWorries wrote: ↑Wed Mar 10, 2021 7:00 pm I haven't had any problems logging onto Schwab all week. Maybe clear your cookies and restart your computer..
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Re: Poor experience with Schwab
I have used Schwab for investing and bill paying without any issues.
Here in the Twin Cities many local Schwab reps are working from home, not in the office. So contacting the local office doesn't work very well. I have the business card for my rep so I can call that number directly.
Here in the Twin Cities many local Schwab reps are working from home, not in the office. So contacting the local office doesn't work very well. I have the business card for my rep so I can call that number directly.
Re: Poor experience with Schwab
Have you tried a different browser?
"I started with nothing and I still have most of it left."
Re: Poor experience with Schwab
I know what you mean (and it isn't just Schwab). Yesterday I called customer support for two different groups and both of them claimed they are "currently" experiencing high call volume. On a Wednesday at 11am, a notoriously high-volume time ... One was over 10 minute wait. The other was over 30 minute wait.Marseille07 wrote: ↑Wed Mar 10, 2021 6:52 pm They keep claiming high volume for a while, but I also feel they have had a year to deal with it. It's part of the cost of doing business.
Like you said, it has been a year for all these groups to deal with it.
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Re: Poor experience with Schwab
I log onto the Sdhwab website, and our accounts, very regularly, in pert to double check that all is as it should be, but especially because I use their mutual fund research.
I haven't had any difficulties getting on, during the trading day or after hours.
OP= could there be some setting on your computer that is interfering?
You have not been able to get on even once recently?
As for customer service, fortunately, we haven't had much need for it recently.
RM
I haven't had any difficulties getting on, during the trading day or after hours.
OP= could there be some setting on your computer that is interfering?
You have not been able to get on even once recently?
As for customer service, fortunately, we haven't had much need for it recently.
RM
This signature is a placebo. You are in the control group.
Re: Poor experience with Schwab
Unfortunately it sounds like the problem is on your end. I suggest you correct the title of your thread.strafe wrote: ↑Wed Mar 10, 2021 6:47 pm From time to time, I see posts on this forum of complaints about Vanguard customer service. My experience with Vanguard has been great. I wanted to share my poor experience with Schwab.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
Re: Poor experience with Schwab
Multiple computers, multiple browsers.Nate79 wrote: ↑Wed Mar 10, 2021 7:18 pmUnfortunately it sounds like the problem is on your end. I suggest you correct the title of your thread.strafe wrote: ↑Wed Mar 10, 2021 6:47 pm From time to time, I see posts on this forum of complaints about Vanguard customer service. My experience with Vanguard has been great. I wanted to share my poor experience with Schwab.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
Thank you for the snide advice.
The problem is with Schwab
Re: Poor experience with Schwab
Happens on multiple computersjpmorganfunds wrote: ↑Wed Mar 10, 2021 6:59 pm Their website is working fine. Must be your computer.
https://www.schwab.com/
Re: Poor experience with Schwab
Tried didn’t workMakefile wrote: ↑Wed Mar 10, 2021 7:00 pmTry clearing all schwab.com-related cookiesstrafe wrote: ↑Wed Mar 10, 2021 6:47 pm From time to time, I see posts on this forum of complaints about Vanguard customer service. My experience with Vanguard has been great. I wanted to share my poor experience with Schwab.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
Re: Poor experience with Schwab
Yes, 10min hold is excessive. I am not retired.MishkaWorries wrote: ↑Wed Mar 10, 2021 7:00 pm I haven't had any problems logging onto Schwab all week. Maybe clear your cookies and restart your computer.
10 minute hold time is excessive? I noticed this week they've taken down the banner saying hold times are longer than expected. It seems Schwab has addressed the issue of long hold times for CSR.
Re: Poor experience with Schwab
Your account is likely blocked/locked out on Schwab.com, which is just a problem you would experience. There are a number of legitimate reasons why they would do that.
Last edited by inverter on Wed Mar 10, 2021 7:51 pm, edited 1 time in total.
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Re: Poor experience with Schwab
Something is definitely wrong with your computer or internet connection because I have had no problem logging into my Schwab accounts over the last several weeks. The problem appears to be on your end.strafe wrote: ↑Wed Mar 10, 2021 6:47 pm From time to time, I see posts on this forum of complaints about Vanguard customer service. My experience with Vanguard has been great. I wanted to share my poor experience with Schwab.
The Schwab website login has been broken for many weeks. The website always shows a message “This system is temporarily unavailable. Please try again later. For urgent trade-related matters, please call us at 800-435-4000.” I find it to believe that they can’t fix their website.
I have tried calling customer support but the hold times are always excessive (>10 min). Online chat support was no use and directed me to call the phone support. There is no option to schedule a phone call.
Based on my experience I would recommend avoiding Schwab.
Re: Poor experience with Schwab
Problem is not with my computer.
Based on replies, I will entertain the possibility there is an idiosyncratic issue on Schwab’s end with my account registration. If that is the case 1) Schwab customer service should be responsive to my inquiries and 2) website should not (falsely) claim there is a technical error.
Have never had an issue with other brokerages.
Based on replies, I will entertain the possibility there is an idiosyncratic issue on Schwab’s end with my account registration. If that is the case 1) Schwab customer service should be responsive to my inquiries and 2) website should not (falsely) claim there is a technical error.
Have never had an issue with other brokerages.
- Chicken lady
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Re: Poor experience with Schwab
I just checked the Schwab customer support site. Since this has apparently been going on for weeks and every computer to which you have access is affected, why don't you just send them a letter requesting assistance?
Re: Poor experience with Schwab
I am logged into and active on Schwab.com all day, every day during market hours. Haven't had any problems at all.
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Re: Poor experience with Schwab
What's not clear is whether the OP can't GET to schwab or gets to schwab and the error message is AFTER trying their credentials. I suspect the latter, and it's something to clarify.
I agree that a locked account could account for that message.
If you have to ask "Is a Target Date fund right for me?", the answer is "Yes" (even in taxable accounts).
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Re: Poor experience with Schwab
In that case, you need to control your impatience and wait out the greater than ten minutes hold time and talk to Schwab about what problem may exist and why they're treating your login differently from other users.strafe wrote: ↑Wed Mar 10, 2021 7:53 pm Problem is not with my computer.
Based on replies, I will entertain the possibility there is an idiosyncratic issue on Schwab’s end with my account registration. If that is the case 1) Schwab customer service should be responsive to my inquiries and 2) website should not (falsely) claim there is a technical error.
Have never had an issue with other brokerages.
Re: Poor experience with Schwab
The message is presented after entering login credentials.neurosphere wrote: ↑Wed Mar 10, 2021 7:56 pmWhat's not clear is whether the OP can't GET to schwab or gets to schwab and the error message is AFTER trying their credentials. I suspect the latter, and it's something to clarify.
I agree that a locked account could account for that message.
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Re: Poor experience with Schwab
If you think a 10 min hold is excessive, you probably do not call customer service any where very often. Since Covid, hold times anywhere have been much much longer. Few brokerages will offer shorter wait times, and if they do, you are likely paying an AUM or have a very large account with a dedicated rep.strafe wrote: ↑Wed Mar 10, 2021 7:48 pmYes, 10min hold is excessive. I am not retired.MishkaWorries wrote: ↑Wed Mar 10, 2021 7:00 pm I haven't had any problems logging onto Schwab all week. Maybe clear your cookies and restart your computer.
10 minute hold time is excessive? I noticed this week they've taken down the banner saying hold times are longer than expected. It seems Schwab has addressed the issue of long hold times for CSR.
As another poster mentioned, your account is probably locked and you need to talk to someone on the phone.
Last edited by anon_investor on Wed Mar 10, 2021 8:04 pm, edited 1 time in total.
- neurosphere
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Re: Poor experience with Schwab
Ok, so the website is working for you and others. But at the point of trying to access your account YOU get an error message and others don't. I'll bet the generic "temporarily unavailable" message is to prevent others who may have your credentials from seeing a message like "your account is locked call us to unlock it" or "we detected fraud" or whatever.strafe wrote: ↑Wed Mar 10, 2021 7:59 pmThe message is presented after entering login credentials.neurosphere wrote: ↑Wed Mar 10, 2021 7:56 pmWhat's not clear is whether the OP can't GET to schwab or gets to schwab and the error message is AFTER trying their credentials. I suspect the latter, and it's something to clarify.
I agree that a locked account could account for that message.
If you have to ask "Is a Target Date fund right for me?", the answer is "Yes" (even in taxable accounts).
Re: Poor experience with Schwab
+1jpmorganfunds wrote: ↑Wed Mar 10, 2021 6:59 pm Their website is working fine. Must be your computer.
https://www.schwab.com/
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Re: Poor experience with Schwab
Same. Website and Mobile App have been reliable all day everyday for me.
You should call your local branch rep. They can expedite to get to the bottom of it and you won’t have to wait around on hold for support.
Re: Poor experience with Schwab
Unfortunately, many web sites say "temporarily unavailable" when an account is locked or there is some other issue with the account.
Unfortunately, 10 minutes wait time is all too normal these days. There are many major institutions that are substantially worse.
Unfortunately, 10 minutes wait time is all too normal these days. There are many major institutions that are substantially worse.
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Re: Poor experience with Schwab
I log on to Schwab often with no issues.
Given your long-term frustration, have you thought of using Twitter to send a public message to their CEO Walt Bettinger?? That should attract some attention and would be quicker than a letter.
https://twitter.com/WaltBettinger
Given your long-term frustration, have you thought of using Twitter to send a public message to their CEO Walt Bettinger?? That should attract some attention and would be quicker than a letter.
https://twitter.com/WaltBettinger
Re: Poor experience with Schwab
i constantly use schwab.com and for weeks find no problem . It is you or your computer. try different bowser. we can't all be in error.
Re: Poor experience with Schwab
I log on daily to check our accounts. I’ve never had any issues doing so. Also, on Monday, 3/8, I called customer service at Schwab & had a rep in about 3 minutes. OP, you really might want to look at the set up on your end.
Brad
Brad
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Re: Poor experience with Schwab
It sounds like OPs account has been locked.
He's too busy to wait 10 minutes for a rep to come on the line and tell him if his account has been locked because someone has illegally accessed his account or attempted to access his account. We all have different priorities.
We plan. G-d laughs.
Re: Poor experience with Schwab
I had a similar problem with Schwab once. My user name was something like "JohnS". (Of course that is not my real username - I was using my first name and the first initial of my last name.) No matter what I tried, I could not get in. When I finally called them, they said I was getting locked out for using the wrong password. I knew I was using my password. After getting transferred to someone else, she speculated that another John had opened an account with Schwab, thought he used "JohnS" as his user name, but actually used something similar but different. Three times a day he would try to log into the "JohnS" account, then we both got locked out because he had a different password. She suggested changing to a different user name. I had her add the first initial of my middle name, so my user name was now "JohnQS". I never had a problem after that.
Nobody needs to tell me that my user name is too easy to guess.
Nobody needs to tell me that my user name is too easy to guess.
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Re: Poor experience with Schwab
I would be worried my account was drained...MishkaWorries wrote: ↑Wed Mar 10, 2021 8:44 pmIt sounds like OPs account has been locked.
He's too busy to wait 10 minutes for a rep to come on the line and tell him if his account has been locked because someone has illegally accessed his account or attempted to access his account. We all have different priorities.
Re: Poor experience with Schwab
I receive this error message too, but only as a popup after I open the mobile app after forgetting that I had turned off cellular data for the app and I’m not on WiFi. (So I get the message because the app can’t connect to a network).
Is it a new account? Have you ever successfully logged in?
Is it a new account? Have you ever successfully logged in?
Re: Poor experience with Schwab
I had this same thing happen to me a few years ago. Same recommendation, change user name and password and no more issues.Cyclone wrote: ↑Wed Mar 10, 2021 8:45 pm I had a similar problem with Schwab once. My user name was something like "JohnS". (Of course that is not my real username - I was using my first name and the first initial of my last name.) No matter what I tried, I could not get in. When I finally called them, they said I was getting locked out for using the wrong password. I knew I was using my password. After getting transferred to someone else, she speculated that another John had opened an account with Schwab, thought he used "JohnS" as his user name, but actually used something similar but different. Three times a day he would try to log into the "JohnS" account, then we both got locked out because he had a different password. She suggested changing to a different user name. I had her add the first initial of my middle name, so my user name was now "JohnQS". I never had a problem after that.
Nobody needs to tell me that my user name is too easy to guess.
Re: Poor experience with Schwab
Sorry about the difficulties, and I tend to agree that businesses have been a bit lax about getting their phone support up to speed. Still, a 10-minute wait isn't exactly torture, especially if you can multi-task. Why don't you grasp the nettle on Thursday, and let us know what happened. Hopefully you can spend the weekend surfing the Schwab research pages to your heart's delight.
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Re: Poor experience with Schwab
Or maybe he's fraudulently trying to access someone else's account?MishkaWorries wrote: ↑Wed Mar 10, 2021 8:44 pmIt sounds like OPs account has been locked.
He's too busy to wait 10 minutes for a rep to come on the line and tell him if his account has been locked because someone has illegally accessed his account or attempted to access his account. We all have different priorities.
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Re: Poor experience with Schwab
It could be your account is locked for security reasons.strafe wrote: ↑Wed Mar 10, 2021 7:59 pmThe message is presented after entering login credentials.neurosphere wrote: ↑Wed Mar 10, 2021 7:56 pmWhat's not clear is whether the OP can't GET to schwab or gets to schwab and the error message is AFTER trying their credentials. I suspect the latter, and it's something to clarify.
I agree that a locked account could account for that message.
I had that happen after using a debit card while traveling. Service was good though.
Perhaps someone has tried accessing your account.
Last edited by typical.investor on Wed Mar 10, 2021 11:38 pm, edited 1 time in total.
Re: Poor experience with Schwab
No problems here, and I log in via VPN, non-VPN, mobile app, web, etc.
All fine. It’s probably your account. Just call them.
The other day my ATM card was fraudulently used online, and they disabled it as a preventative measure after contacting me. I called them up, waited on hold for less than a minute, and they shipped me a new card to Thailand at no cost to me. Pretty great customer service.
Over the years they’ve been pretty great. Nobody is perfect.
All fine. It’s probably your account. Just call them.
The other day my ATM card was fraudulently used online, and they disabled it as a preventative measure after contacting me. I called them up, waited on hold for less than a minute, and they shipped me a new card to Thailand at no cost to me. Pretty great customer service.
Over the years they’ve been pretty great. Nobody is perfect.