Schwab Name Middle Woes Plague RIAs After TD Ameritrade Transfer

What You Must Know

  • The ultimate transition of TD Ameritrade accounts to Schwab was broadly profitable however not with out hiccups.
  • RIAs complained of undertrained name middle employees and lengthy wait occasions.
  • Schwab helps corporations navigate the adjustments, Tom Bradley stated.

Mark Wolter’s shopper, newly identified with Stage 3 lung most cancers, wanted cash to pay his payments. However, after the transition of TD Ameritrade accounts to the Schwab custodial platform over Labor Day weekend, a long-standing authorization to switch funds from his retirement account to his checking account was not in place.

“Impulsively,” after the conversion, “they’re like, ‘you don’t have the correct authorizations to switch funds for this shopper,’” stated Wolter, a associate at RIA agency Beacon Wealth Advisors in McHenry, Illinois. “Now I’ve bought to place him by means of the ringer of, ‘OK, now you’re going to have to go surfing and fill out these kinds in order that we are able to do that.’”

Because of this and different issues he skilled since his agency made the transfer from TD Ameritrade, Wolter stated: “I can inform you the corporate line from Schwab could be very deceptive.”

Schwab executives just lately declared the ultimate TD Ameritrade integration weekend — wherein 7,000 advisors with 3.6 million shopper accounts, plus 3.6 million retail shopper accounts, with a complete of $1.3 trillion in property — a hit. Certainly, business observers stated the transfer went easily general.

However the transition isn’t with out its frustrations, advisors stated.

“The service crew members are very undertrained and primarily learn scripts,” Wolter stated.

Wolter stated he realized that the variety of service middle calls had doubtless “exploded” after the transition and that the service middle folks his agency’s 4 advisors spoke to appeared to have “nice personalities” and have been “making an attempt to be useful.”

“Nonetheless,” he stated, “whenever you name them, it looks as if all they’re doing is actually, I’ll use the time period Googling … by looking the Schwab system for data as a result of they don’t know what to present you [as an answer].”

One other downside was his agency was instructed it didn’t have the authority to entry its price account, “which has cash in it that we use for our operations … paying our workers and whatnot … [But] we hold cash in a financial institution domestically, too, luckily.”

It ended up taking two weeks to get entry to these funds, he instructed ThinkAdvisor.


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