E-trade Informative - Etrade screws up royally and Customer service really sucks
ARLINGTON, VIRGINIA -- It all started on Sept 12, 2007 when I faxed over some documents showing my name change. I sent it to both the bank and stock broker side. The stock broker side was quick to get things changed. The bank side had no clue. I called them on October 1st asking what was going on. They had no clue and tried to claim that I never faxed it over. But when I mentioned that the brokerage was good then they decided they would look for it. I was able to give them enough information to find it. I had followed the information on the web site which said that if I wanted a new bank card and checks to make sure that it was in the letter.
It was about a week later that I finally saw that the information was finally changed however they had not sent checks or a new bank card. I ordered new checks via online but called to get a new card. When I got the card, it had the wrong name on it. I called them up and was told by the customer service agent that he had seen this before and would ensure that a new one was sent out with the correct name on it. during this time, the card that I had was working. When I got the second card, it had the wrong name on it as well. I called the bank back up and the customer service agent told me several times that he had never seen this before. The next day I went to buy lunch with my debit card and it had been canceled. I called the bank and was told it was SOP to cancel a card when a new one was ordered, however they had not followed the policy when ordering the previous two.
I asked when I called to speak to a supervisor who was feeding me the same useless information that the other customer service reps had given me. I then asked to speak to his boss. Randy (the supervisor) told me that I had all ready asked to speak to a supervisor and his boss did not take calls. I hung up and immediately called the CEO's office. I talked to Sasha there and he immediately set out to help me out. He was able to verify that a new card was ordered and the order had the correct name on it. He was also able to tell me when the card was going to get here. I am very disappointed with customer service reps. I also requested from Sasha that someone senior review the tapes of the days record and I made sure that he was aware that Randy had told me that I could not talk to his supervisor.
I hardly recommend that people stay away from eTrade.