Rob U. on Birdeye
4 years ago
04/12/2019, 10:07 AM
Without exception, every agent that I have had the misfortune to speak to in 7 years with this company lacked a good customer service attitude. This company has a poor customer service culture, most likely starting with senior leadership. The customer's investments, which often lack liquidity, limit their options to take their business elsewhere without incurring excessive fees. They take undue advantage of these circumstances
The most recent example would be the 7 $15 invoice fees, for which I never received an invoice. A line on a statement, NEVER transmitted to me, is NOT an invoice. Upon inquiry, one of the agents (John?) took great pleasure explaining the fees saying "I know where you're going with this..." Why did they not send the invoices via email? Good customer service would have been "I'm sorry you were not aware of these fees. We will remove the fees to date, but you will be responsible for depositing cash or future fees."
The former is only one of many issues that I've had.