Charles Schwab E Michigan Ave, East Lansing

Update- after I wrote this review on Facebook as well I received a Facebook message reply from a Charles Schwab representative. They fixed my name and in hearing I was expecting mailed baby toys. I'm updating to a 3 because of this fb rep. It still took the company to that point to update and I find their system to this day difficult to use, so I can only update to a 3. ...... In November of 2017, I sent in a Name Change Form provided by Charles Schwab, along with a legal copy of my Marriage License. I had not received update, so on 11/20/17 I sent an eMessage stating that "Certified Mail tracking shows the form, along with my marriage license reached Charles Schawb November 6, 2017." I asked when my name would be updated. I received a reply that they weren't able to verify the account number on the "Change Your Legal Name" form, but they'd reached out to their Operations Team and "we should have the name completely updated by the close of business today." That was 11/21/17. There was no change, so on 12/15/17 I wrote in again asking for my name to please be changed asap and received this reply, the same day: "First and foremost, I sincerely apologize for the delay that you have experienced. I spoke with our Operations team and I have properly escalated your name change request. The change should be reflected on your account within the next 3-5 business days." I was given a reference number to use for any future questions about my name change. This week I received a letter from Charles Schwab expressing how important my financial strategy and planning was to them and low and behold, my name was STILL my maiden name! So, I wrote in today and was not as gracious, stating: "Please for the love of Valentine's Day, change my name to my actual name!" I used my given reference number and received a reply stating that "we have noticed that the seal on the marriage certificate that was sent in is not clearly visible." They continued to tell me if I would send a "picture of the marriage certificate in a way that the seal is clearly visible through secure message [they would] ultimately be able to resolve this issue and process your name change." This was NEVER mentioned previously, so I demanded my name change be escalated to a manager right away! I have not heard a reply, but I will await, without much hope, for resolution. I will most likely just take my funds elsewhere, as this is ridiculous! Oh, AND the eServices Representative in the last message about the seal addressed me by my middle and last name..... After I'd made such a big deal out of the importance of names! Now that would be comical, if it didn't show such a lack of caring about their customer. Granted I only have about $6K invested, but you should care about ALL of your customers!

I do not recommend this compony I was tooken advantage of I set up a account with this compony and they told me one thing after another and nothing they said was right they checked my credit without me saying they could. the only one that really didn't take advantage of me was one general manager.

I have been a patron of this branch office for 2 years and have had a great experience each time I go. I have received good advice and the advisor has been very conciliatory in his practice with me. I have been an account holder with Charles Schwab since 2011, largely in California at this point, but the service I have received in Michigan has been slightly better than that which I received in California. Keep up the good work!