Charles Schwab - Dallas, Texas

Lucy Monreal

Every time I call Schwab I always get excellent customer service. The representatives are knowledgeable and polite.

However, I went in to deposit a rollover check to this branch and the white guy who sits in the office to the left of the front counter, was a jerk, and that’s the nicest way to put it. The ladies at be counter were all busy when I arrived and even though he wasn’t doing anything and actually looked over at me it wasn’t until 10 minutes later when one of the ladies at the front counter asked him to deposit my check, that he actually greeted me.

I asked if Schwab was going to change the process and allow rollover deposits through the mobile app because having to drive all the way over here is a nightmare and other brokerage allow mobile deposits for rollovers. He said I should take my check to a different brokerage. I most definitely would have if it hadn’t already been made out to Schwab. Then he asked for my ID and tried to avoid depositing my check; if I’d mailed in my check would I have had to mail in my ID? I definitely do want to switch to another brokerage now because if I’m forced to go to an actual branch and on top of that I have to deal with people like him that hate customers and prefer to sit there and just pretend to be busy why would I want to stay with Schwab? Hopefully I can change the next rollover check prior to it being cut so I don’t have to worry about a repeat of this hassle.

Ryan Walton

Setting up my mom’s trust has been nothing short of a disaster. The worst part is that I intentionally took all my trust paperwork into the office so that all my information was complete when they sent my application in. Antoinea was super helpful until I left. I’ve been waiting 6 weeks for my trust to be opened. I’ve called her. emailed her. Practically begged her for support and the only response I got was to call the 1-800 customer care number. How disappointing! She screwed up everything and has left me to fend for myself. I’ll never go back to Schwab. In an emotionally trying time for my family, they added to my stress instead of helping.

M House

Not very good since the merger. They started holding my funds for 4 days and didn’t even notify me. TD Ameritrade made electronic deposits available that day for a check to clear. Also, I had to spend 45 minutes on a phone call to be able to log in to my account with the transition to Schwab. Sorry execution on the merger and Walmart style customer service.

William Gregory

There are many Schwab offices in Dallas, but I go out of my way to this office. Great service and knowledgeable people. Daniel Brown is a great broker.

David McCandless

I love this branch.

While I've really enjoyed every visit there, yesterday's interaction with the associate Jack is fresh on my mind.
Jack's customer service was AWESOME.
Jack was fast, friendly and customer-focused. I wasn't even done getting my Keurig coffee made before he walked over and handed me the receipts from my paper work.

I love Charles Schwab in general, and this interaction only made me love Schwab more.

Laura

I loved Schwab customer service for years until I came to this Dallas branch. Manager Philip Kendall is not only incompetent (he dogmatically instructed me to fill out forms that contradicted operations and later had to be corrected, he is proudly ignorant about all retirement products), but he is also a dehumanizing bigot. He has a put up or shut up attitude and fails to communicate respectfully much less effectively. His ego prevents him from identifying problems and perpetuates rationalizing unethical behavior. He promotes staff unaccountability, and they get away with it because this is the only branch in Dallas proper.

Matt Mongoven

Enjoyed the experience at first a year ago when I opened my account. However, I've been trying to get a hold of someone at this branch for more than 4 days, and have left 2 messages...no response. Now trying to work through the central call in center, and have been told that someone will get back to me in 1 - 2 business days. These response times are unacceptable for anyone that is trying to manage their money in a dynamic market.

Update: The response below is the only response I have received to date, which is for me to call back into the call center. Maybe take the initiative and reach out to me....IDK sounds crazy huh? Now going on 6 days no call back.

KM

Elizabeth Trecartin CFP, recently reached out to me to introduce herself as my new advisor. Within 5 minutes of reviewing my account, she pointed out two items that were valuable to my financial planning that had been missed by my long term advisor she had replaced. I really appreciate her professionalism, knowledge and genuine interest in my account matters. The individual she replaced seemed to always be hurried and hard to get ahold of. Thanks Elizabeth!