TD Ameritrade has been a health-boundary that bites
I was using TD Ameritrade to trade stocks and earn enough to cover my $800
mortgage payment every month. It felt good to be able to do that. But then TD
Ameritrade failed me.
TD Ameritrade changed its Command Center to a modern silvery gray and added
functions but it no longer showed me dollars and cents when I changed an order.
Your Fingernails
By Karen Kline - 2006-01-13 - More articles by Karen Kline - Article viewed 12119 times. I
have recently had the moons on my index fingernails begin to peep ...
www.disabled-world.com/artman/publish/fingernail-warnings.shtml - 29k -
Cached - Similar pages
Under Price
it showed
only cents.
I emailed TD Ameritrade about the problem I was having, and they responded:
Sent: Friday, January 19, 2007 4:10 PM
Subject: Re: Other (KMM35166578I17490L0KM)
Ms. Kline,
Thank you for taking the time to contact TD Ameritrade. If you click on Help in the
upper, right corner of Command Center 2.0, you can select to download the User
Manual. This is a pdf file that will offer education of how to use the tool.
Sincerely,
Timothy T.
Apex Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
I could see that TD Ameritrade thought it was my problem, so I tried to follow the
directions. But no luck, so I wrote again:
Okay, I can't find it.
I've found the question mark, and I've read the stuff in the pop up box,
but I don't see something that says it's a pdf file.
Help.
And and then again:
a search for "user manual" turns up 76 things, but that certainly isn't one
of the first things....
are you sure there is one for the Command Center?
To which TD Ameritrade responded:
Karen Kline,
Please look at the left side top of your page. You will see TD Ameritrade's Command
Center 2.0. Under this header will be Layouts, Accounts, Tools, Preferences,
Window, Help. Click on Help. Now you will see Online Help, Download Manual (PDF),
Status Tool, About Command Center 2.0.
If you require further assistance, please reply to this message.
Holly H.
Apex Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
So I replied:
Ah, first responder said to look on the right....
Next TD Ameritrade sent me instructions on how to change an order, as if I
didn't know how to do that, despite having been trading for a long time before
the change to Command Center. Still, I followed their instruction then replied:
okay, when I trid that, changing my sell on Omni to 8.54, when I hit
enter it showed that I wanted to sell it for 54 cents.
that is very worrying.
and then, after that it is inert.
not very satisfactory.
Next TD Ameritrade sent me instructions on troubleshooting:
Ms. Kline:
To effectively troubleshoot the issues you are experiencing with the TD
AMERITRADE Command Center, please run the Compatibility Check-up tool. To
access this tool, log on to the TD AMERITRADE Web site and follow the steps
below:
- Click on the "Portfolio & Accounts" tab and select "Balance and Positions."
- On the left side of the page, look for the link that states: "Solve technical troubles
and optimize performance...see how the Compatibility Check-up works."
- Click on "Compatibility Check-up."
- Answer the two questions under "Get Started" and select the "Go" button.
In addition to this information, please let us know the following:
- What is your IP Address? (You can find your IP address by going to
www.whatismyip.com.)
- Are you running any firewalls or internet-security programs? If so, which ones?
- Please describe the issue. Include the time it began, and let us know if this is your
first time using the Streamer.
Sincerely,
Michael I.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
Because the Check-up tool had previously been more trouble than help, I replied:
I ran it before and then was told to take the update 9 for Java out of
my computer, which I did,thereby rendering my SiteBuilder program in
active.
I spent a whole day on it, and I just do not have time for that today. I
am not well, and this is a trying day by way of health.
I resent that a tool I consistently used was taken away from
me!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I was so excited when TD Ameritrade emailed this:
Karen Kline,
The old command center is still available from the old web site. On the new web site
home page, click the Go to the old site link on the right side of the page.
Regards,
Larry W.
Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
Oh, that sounds useful.
Thank you.
I wrote right back:
But then I couldn't find the link and wrote:
Where is the link?
When TD Ameritrade replied, notice that they wrote "IF" in caps:
Dear Ms. Kline:
IF it is available to you, the link to the old site is on the right side of the Home page.
Sincerely,
Frank S.
Apex Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
So I replied (this is two weeks after my first email about the problem, mind you):
You (someone) just wrote and said I could use the old command center.
So which is it?
Can I use it?
or is it "IF"?
TD Ameritrade next wrote:
Dear Ms. Kline:
Thank you for allowing me to assist you today. To make things easier, you may try
opening up the Command Center just like you used to from the new site. Then,
click on the Classic tab in the upper right corner to see the Command Center like it
used to look. Let us know if this is satisfactory, since I show that your account does
not have access to the old Web site.
Thanks,
Amy C.
Apex Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
To which I replied:
Oh, I think I already tried that, and it doens't have the same...
buttons... I'll go try it now.
Please note that while the "Classic" New Command Center looks in its
colors like the old one, it does not act like the old one.
I have made three screen shots to show you what the new one looks like,
that I object to.
First you have the screen when the price is being changed. Here there is
no "replace" button:
then, having hit "Enter" the screen changes and I get "Replace" button.
When I hit the "Replace" button, I then get a screen which only shows
the cents under Price. This is upsetting to me because I can't remember
things well, so I need to see the whole number.
Beyond this, if I cancel, the whole thing ceases up and I have to close it.
I hope this clarifies for you why I am upset to lose a tool that I
consistently had used.
Please review the problem and make available to me a command center
that works the way the old one did.
And, a few minutes later I wrote:
So, what does TD Ameritrade say?
Sent: Tuesday, January 30, 2007 7:41 PM
Subject: Re: [AMTD]Re: Other (KMM35414623I17490L0KM)
Karen Kline,
Please refer to the previous response. The old command center is yet available
from the old (or "yellow") web site. Click the Go to the old site link on the top right of
the home page after logging in.
Sincerely,
Larry W.
Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
When I type in old web site and hit go... I get the box with Help
Center...
SO HOW DO I DO IT????????????????????????????????????
How do I get to the old site??????????????????
When that didn't work, I replied and illustrated what was happening:
And, a bit later,
The next day TD Ameritrade said I did NOT have access to the old site:
Ms. Kline,
I apologize for the inconvenience, however, you do not have access to our older
yellow site because your account has only been opened since 03/01/2006. The link
to the old site will only appear in accounts that were opened at the time the old site
was the current Web site format. The yellow Web site was not the current site when
your account was opened. I apologize for any inconvenience this may cause. If you
have any further questions, feel free to contact Client Services at 888-871-9007.
Thank you,
Becky T.
Apex Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
To which I replied:
Well, at least that is clear. I appreciate it. I dislike misleading
information that is time consuming and useless.
I then point out that it really upsets me not to be able to use a tool
that I had consistently relied on.
I want to be able to use Command Center again.
Please provide me a way to use it, without the problems I illustrated
with screen shots.
!
TD Ameritrade next wrote the following:
Ms. Kline:
Thank you for your message. I have aggregated your feedback regarding
Command Center 2.0 and submitted a Voice of the Client form on your behalf.
Have a great day,
Donald S.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
I immediately replied saying I appreciated it:
Thanks, Donald, I Really Really appreciate that.
TD Ameritrade next writes, as if none of the above had happened:
Dear Ms. Kline,
Thank you for expressing your concern. I apologize, however I am not sure as to
what you are referring. We did not take the Command Center away, we simply
updated it. And you are actually still able to view the Command Center exactly as it
appeared before by changing the appearance/settings bar to "Standard."
Either way, it should still be available for you on your computer. If you are not able
to receive the new Command Center, you will simply need to adjust a setting on
your computer. Please respond to this E-mail with more details regarding this
situation. Once we receive your response, we will be happy to assist you further.
Sincerely,
Amber G.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
At this point I begin to lose it:
Yes, well the stupid thing doesn't work the way the old one did and I
have illstrated the difference in screen shots.
I wanted to buy ILMN at 37.07 this morning but could not get it in.
The price dropped to 37.03, and I would have been able to buy it
except that you changed the stupid Command Center so that I can no
longer use it!
It is infuriating.
I don't want to "view" the Command Center. Don't be an imbecile.
I want to use it, and that is where the problem is with this new
horrendous thing you've fousted off on me.
Please refer to my previous emails.
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
So I sent them all my messages again (I won't repeat them here.) and wrote:
And, a little later I emailed saying what I needed:
Okay, I forwarded to you all of my request for help with this problem
that affects my trading.
I hope you got them and that you take them seriously.
I am down $252 on ILMN, largely because I could not buy at $37.07
the way I wanted to. It was the failure of Command Center that
hindered me.
To which TD Ameritrade replied:
Ms. Kline,
We apologize for any inconvenience. We do have an upgrade schedule for
Command Center that should fix many of the known issues. This should occur later
this month.
If you are still experiencing a specific issue with Command Center, please let us
know and we can attempt to trouble shoot the issue.
Thank You,
Patrick M.
Apex Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
I just lost $252 and they are telling me to wait a month? I replied:
Look, that's not good enough.
I began explaining that there was a problem on January 19.
That is a long time ago for me to be losing money today as a result of
this issue.
TD Ameritrade replied saying I had not given them enough details:
Dear Ms. Kline,
I'm sorry you feel that way. The Command Center's new design was developed due
to customer suggestions for improvement. I have spoke with the Technical Support
Department, and as I stated in the previous E-mail, there is no reason why you
wouldn't be able to enter the order price in the new Command Center; It has to be a
problem with the settings on your computer.
I cannot assist you any further via E-mail, because of all the variables surrounding
this situation. The Technical Support Center would like you to contact them
personally to resolve this issue, because you have still not given us adequate
details regarding the circumstance. They may be reached by dialing
1-888-871-9007.
Have a good day!
Amber G.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
And, I lost it:
IT IS NOT A PROBLEM WITH MY COMPUTER .
YOU ARE SO INFURIATING.
i HOPE YOU ARE DEM0TED TO SOMETHING LIKE STREET
CLEANING.
THAT IS ALL YOU ARE GOOD FOR.
PLEASE REVIEW THE EXTENSIVE EMAILS THAT I SENT
ILLUSTRATING THE PROBLEM AND PLKEASE HAVE SOMEONE
ELSE HELP ME FROM HERE ON IN.
YOUR STUPID COMMAND CENTER DOES NOT WORK NOW
THAT YOU MADE IT ALL PRETTY AND CUTE.
GOOD GRIEF.
AS SOON AS I GET THE SIGNIFICANT MONEY THAT I AM
WAITING ON, I WILL TRANSFER IT TO TDAMERITRADE, THEN
CANCEL MY ACCOUNT CITING THESE PROBLEMS.
Please review the problem and make available to me a command center
that works the way the old one did.
YOU CAN SEE FROM THE SCREEN SHOTS THAT THE PROBLEM
IS NOT WITH MY COMPUTER.
WHAT ARE YOU SOME KIND OF LYING CHRISTIAN
REPUBLICAN WHO HAS STOCK IN HALLIBURTON AND
CONTINUES TO LIE ABOUT WMD?
Please review the problem and make available to me a command center
that works the way the old one did.
And, I added a little later, (I wish I hadn't mentioned the money, I'm afraid that
will jinx my appeal.)
And then I repeatedly sent my message asking them to review and make a
working Command Center available to me:
And then I really lost it:
And then, over and over again, I sent my message about reviewing, which of
course they held against me later. Before I had this stupid brain damage I could
go on being patient and repetitive for as long as it took. I didn't lose it. Now it
just gets beyond my ability because it takes so much concentration just to deal
with the problem, there isn't enough mind energy left to be diplomatic. I hate
how limited my mind is now, and I hate how when things like this happen I
stammer so badly I can't talk straight. It's just so distressing.
TD Ameritrade now sloughed the problem off and wrote:
Karen Kline,
Thank you for contacting us again,
Due to the nature of the issues you are experiencing, it may be easier to reach a
resolution if you call and speak to a Technology Support representative directly.
This will allow us to walk you through various trouble shooting procedures and find
a resolution. Please call Technology Support at 888-871-9007 for assistance.
Jason N.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
THE NATURE OF THE PROBLEMS IS THE WAY THAT YOU HAVE
CHANGED COMMAND CENTER.
CAN'T YOU READ?
HAVEN'T YOU LOOKED AT THE SCREEN SHOTS I SENT DAYS
AGO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I FIND IT OBJECTIONABLE THAT YOU MAKE THESE
PRETENSES.
YOU REMIND ME WHEN YOU DO THAT OF A LYING
CHRISTIAN REPUBLICAN WITH HALLIBURTON STOCK.
I HATE TALKING ON THE PHONE DUE TO MY BRAIN INJURY.
IT IS MUCH EASIER FOR ME TO WRITE THAN TO TALK.
BECAUSE OF MY BRAIN INJURY I BEGAN ADRESSING THIS
ISSUE ON JANUARY 19.
I DON'T WANT THAT STUPID HELP MANUAL. THE STUPID
COMMAND CENTER DOES NOT WORK FOR ME NOW THAT IT'S
BEEN CHANGED AND ASKING ME TO READ A LOT OF USELESS
STUFF ONLY IDENTIFIES FOR ME THAT YOU MUST BE A
LYING CHRISTIAN REPUBLICAN WITH HALLIBURTON STOCK
WHO IS RELUCTANT TO ADMIT THERE WERE NOT WMD.
!!!
I really find pretense to be objectionable.
You know very well that my problem is not getting a pdf manual, that it
is an inability to use the new Command Center, when the old one was
working for me.
BECAUSE, YOU IDIOT, IWANTED TO GET A COMMAND CENTER
THAT WORKED.
STOP WITH THE PRETENSE, I HATE THE LYING CHRISTIAN
REPUBLICAN HALLIBURTON STOCK HOLDERS WHO REFUSE TO
ADMIT THERE WERE NO WMD AND THE WAR WAS A RUSE TO
BENEFIT A FEW.
STOP THE PRETENSE.
NO IT IS NOT YOU TRASH HOLE.
I sent you screen shots and you can clearly see that the problem is with
your stupid command center.
I just hate people who lie and take the easy approach to save
themselves trouble. It is a total lack of responsibility!
I want a command center that works.
The correct English, Amber, is, "Michael and I" --
Please show me the response you made to my email iwth the screen shots.
Dear Chris,
it simply is not true that the new command center is the same. I did the
screen shots to show that the figure that is shown when entering a
change to an order is not complete and therefore is confusing to me
because of my brain injury.
It may "work" the same, as you say, but it does not look the same,
because of the incomplete numbers, and therefore I cannot use it the
same.
It is this problem which is keeping me from being able to trade the way
that I used to.
Additionally, if you review the entire set of emails you and your
department sent me, you will see that it is in error to write that I can
use the old command center. It is only available to people who were
members during a particular time, and I was not.
I find it distressing that I am told things that are patently not true,
like that I can use the old command center.
I find it extremely distressing that a tool which I used and need has
been taken from me.
I am disturbed that it took a month to get a resolution and that I was
given inaccurate information time and again.
This has been extremely frustrating.
Need I say more?
I should have taken my money out of TD Ameritrade, then an there, when I
wasn't getting an answer that made a difference, but I didn't. I kept thinking I
could make the money to pay my mortgage payment every month if I could just
get Command Center to work the way it used to. Thinking the same thing, over
and over again is typical of a mind with reduced working memory, such a mind
becomes less flexible. Darn it! So I just continued to lose it:
I was too upset to sympathetically explain how hard it is to talk on the phone
when I'm upset and I stammer:
This is when TD Ameritrade began holding it against me for resending my emails:
Ms. Kline:
I did read all 39 e-mails you have sent in the past two days. The information I
provided was exactly what you specifically asked for. You can confirm this by
reviewing your sent items in your e-mail program. We apologize for any
inconvenience; however, this issue would be more quickly resolved by phone.
Thank you,
Michael I.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
And TD Ameritrade went back to telling me to download the pdf manual:
Ms. Kline:
The question mark is not the help menu. To access the help menu, look at the rest
of the menus at the top and click Help. The words "Download Manual PDF" will be
listed below it. That is the manual. To view a file, you will need a PDF viewer, such
as Adobe(R) Acrobat(R). You may download Adobe Acrobat from the following Web
site:
http://www.adobe.com/products/acrobat/readstep.html
You can access the old site by clicking "Go to the old site?" on the home page after
you log in.
Due to the complexity of your issue with Command Center, please contact us at
888-871-9007 for assistance. I have attempted to contact you multiple times this
morning by phone; however, there was no answer.
Thank you,
Michael I.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
I replied:
And a bit later I knew I was being baited... and I got a little more clarity:
But TD Ameritrade is well into pretending to help, not really helping, and replies:
Ms. Kline:
I apologize for any confusion; however, you specifically asked for help with finding
the manual.
"Okay, I can't find it.
I've found the question mark, and I've read the stuff in the pop up box, but I don't
see something that says it's a pdf file."
"a search for "user manual" turns up 76 things, but that certainly isn't one of the
first things.... are you sure there is one for the Command Center?"
We will be more than happy to help with any problems you are having with
Command Center if you can contact us at 888-871-9007.
Thank you,
Michael I.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
And I started yelling again, which I hate doing when I'm on the phone.
And now, of course, TD Ameritrade had ammunition to use against me because
I'd lost it.
Ms. Kline,
Thank you for your e-mail. I apologize, however me and Michael addressed this
issue on February 2nd. It is not an issue with TD AMERITRADE it is an issue with
your computer.
I'm sorry you feel that you received a run around. We answered all 42 of the
e-mails we received from you that day. You also proceeded to insult each
representative who replied to your e-mails.
You are welcome to contact the Technology Support Department at
1-888-871-9007 if you have any further questions regarding this matter.
Have a nice afternoon!
Amber G.
Apex Client Services, TD AMERITRADE
Division of TD AMERITRADE, Inc.
So I totally let loose:
I tried again:
But then I got angry again:
Finally I thought to ask:
And toward the end of February TD Ameritrade wrote to scold me:
Sent: Tuesday, February 27, 2007 7:02 AM
Subject: Re: Other (KMM35965375I17490L0KM)
Ms. Kline:
I apologize for the difficulties you have had with the new Command Center. I have
reviewed your lengthy e-mail history on the issues you have brought to our
attention. I viewed your screenshots and can tell you the Command Center 2 works
the same as it always has even when editing orders, the only slight change is to put
the confirmation buttons on the order tab as opposed to a window popping up. As a
courtesy I have added back the link to the old Web Site on your account, this is
located on the right hand side of the page it says "Go to the old site". You can
access the old version of the Command Center there, however be aware that will
not be available forever it will go away some time in the future. Also keep in mind
that items that do not work properly are not updated on that site or tool.
Again I apologize for the difficulties you have experienced, I would ask that as you
have time you do make yourself familiar with the new Command Center as it is the
future of our trading tools and is far superior to the old Command Center. As I also
reviewed your past e-mail history I would also ask that you keep your
communications with us as professional as possible, some of the comments you
directed at our associates were very unprofessional and not necessary. Please feel
free to contact me if you have any further concerns or questions.
Chris B.
Manager, Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
I replied:
TD Ameritrade responded:
Ms. Kline:
Thank you for responding. It is true that only certain clients have access to the old
website and the old Command Center however I have the ability to add the link
back to the old Web Site. I have added that link so you will be able to go to the old
Web Site and use the Command Center you are used to using. When you log into
your account on the right hand side of the page you will see a link that says "Go to
the Old Site", if you click on that link it will take you there and you will be able to see
the Command Center you are looking for. Please contact us if you have any further
questions.
Chris B.
Manager, Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
I replied:
Plus, I appear to have lost the set of emails which documented how the old
Command Center on the site that predated my membership caused everything to
shut down for me, so I lost money that day, too.
In the end, after the market dropped when Israel bombed Lebanon, I think it
was, I lost more, making the total around $5,000 or more.
So I wrote and asked for some of my money back because the loss was caused
by not being able to trade quickly enough. (I would enter a number lower than
the stock was trading, but by the time I was able to actually send my order
because of how slow it was for me without Command Center working, the
market would have dropped below that. I kept trying and it kept dropping past
what I had entered before I could make my change appear. So upsetting!)
Dan Siffering called me in April, after my power had been shut off, and said that
TD Ameritrade was right, I was wrong, and he was sorry about that, was there
anything else he could do.
I did not start yelling at him, even after he said I didn't sound like I have a
disability.
I explained that as long as I agree with someone, and don't tackle saying the
difficult things, I sound okay.
He made it clear to me that he had the authority to make a reimbursement
payment to me, but he thought it was my fault.
So I wrote to the CEO, Joe Moglia, which was of course useless since they could
show I'd lost it and that was more important to them than the fact they'd told me
to look on the right for something that was on the left, and told me to use the old
Command Center, when it wasn't available to me because I wasn't a member
when they had the old web site; and that when they put a special link for me to
use, the old Command Center on the site I'd never used caused everything to
shut down for me. Etc. I attached a copy of the relevant pages of my
Neuro-Psych Evaluation, as below:
I can't find all the emails I wrote relating to how the old site's Command Center
caused everything to shut down for me.
Plus, there were emails about how I couldn't use another screen because of how
confusing it was. I'm sure it's fine for people without brain damage and without a
mental disability, but for me it was hard to see it clearly because there was so
much on it that I would get confused and it would take quite a long time to figure
out what and where the things were that I needed. Not hours, but just way too
long to efficiently trade.
It may be that the emails are in my other program, and not entirely lost. But I
have such bad tinnitus today from the stress of this and seeing how much I lost
now that I don't have my principle anymore. It's hard to focus when the noise in
my ear is this loud. Plus, I wasn't able to sleep very well because of the stress of
this added to my appeal. But if and when I find my other emails, this page will
be longer and show even more effort to get help.
In March I wrote to TD Ameritrade:
March 4, 2007
TD Ameritrade
PO Box 2270
Omaha, NE 68103-2270
Dear TD Ameritrade,
My brain damage makes things so time consuming. I meant to start my
last letter with the series of screen shots I sent TD Ameritrade on
January 30, 2007, that shows my problem with the new Command
Center. But I forgot. (This illustrates why I need to see the whole
number when I am changing a buy or sell order.)
After another few weeks I began losing it. I hate when that happens, it is
related to my brain damage.
I hate it certainly as much as I hate having lost so much money. In my
last letter I think I said $2,000. In reality I think it was closer to $3,000.
And that’s ten percent of what I had.
I really think you need to teach your techs to address the real problems,
not substitute something that they fancy.
When you look at my screen shots, one after the other, can’t you see
what I am talking about?
I’m so distressed by what you did to my account.
Sincerely,
Karen Marie Kline
In the same letter, after including the screen shots I wrote:
I am making this page to warn others with disabilities. I am encouraged to hope it
will help because I saw the other night when using Google that my B12 article has
been read over 12,000 times at one site alone. Here's what I found at Google:
My TD Ameritrade page supports an article I'm writing about how we disabled
CAN do things if we have the accommodation we are entitled to under the ADA.
A disability makes things take so much longer and it's so frustrating; this is not any
one thing in particular, but many things nearly every day.
For instance, before my disability I could easily remember things, now I can't and I
have to keep checking back. That was what made the new Command Center such
a problem: it didn't show the dollars, so I had to repeatedly go back to see.
Given how much energy it takes to do things, it's best to find those companies that
accommodate, rather than fail us. Before anyone with a disability, or anyone who
supports the rights of those with disabilities, uses TD Ameritrade I hope they read
this page and see how TD Ameritrade failed me.
I was planning to fund accounts for a five disabled people because of how good it
felt to be able to earn money. I was thinking of $1000 each if by using Yahoo's
financial tools they increased an imaginary thousand dollars. But this happened.
I felt awful losing money because I wasn't fast enough anymore. I don't want others
to feel bad because TD Ameritrade refuses to accommodate. Losing money is
terrible but worse is losing my ability to earn as if I were not disabled.
What follows is the 10 problems I had with TD Ameritrade along with the emails I
sent and the replies from TD Ameritrade as I tried to get TD Ameritrade to help
me be able to trade normally again
1.) Here TD
says right.
1.) here TD
says left.
2.) Here TD
tells me to
use a tool
that made
SiteBuilder
inopperable.
3.) Here TD
says I can
use the old
Command
Center on
the old site.
3.) Here TD
says I can
"IF" in caps.
4.) TD tells
me how to
get the old
colors, but
not how to
get critical
numbers to
show.
Briefly, the 10 problems shown in the Emails are these:
1. First TD Ameritrade says Right, then it says Left.
2. TD Ameritrade says to use a tool which had previously made SiteBuilder,
the program I use in creating and maintaining this website, stop working.
3.) TD Ameritrade says I can use the old Command Center on the Old Site;
then qualifies saying, "IF," and finally TD Ameritrade admits I can't use it.
4.) TD Ameritrade ignores the problem I am having and tells me how to get
different colors.
5.) TD Ameritrade says I can still see Command Center exactly as it was,
despite my screen shot showing it no longer shows dollars as well as cents.
6.) TD Ameritrade says there's no reason I can't use new Command Center.
7.) TD Ameritrade reverts back to telling me to use the manual.
8.) TD Ameritrade insists the information they provided is what I wanted.
9.) TD Ameritrade insists it's not their problem.
10.) TD Ameritrade insists Command Center works, and as a "courtesy"
provides a button to old site. Only in it made everything shut down for me.
11.) TD Ameritrade tech support provided the answer on September 20,
2007, nine months after I asked for help on January 19, 2007.
3.) TD tells
me to use
the old site
again.
3.) TD
admits I
can't use the
old site.
5.) TD says I
am able to
see CCenter
exactly as it
was, despite
my email
screen shot
showing it
no longer
shows dollar
and cents.
6.) TD says
there's not
reason why I
can't use the
new CC.
7.) TD
reverts back
to telling me
to use the
manual
8.) TD says
manual
info they
provided is
what I
wanted.
8.) TD says
manual
info they
provided is
what I
wanted.
9.) TD
insists it's
not their
problem
10.) TD
insists CC
works and as
"courtesy"
provides me
a button to
the old site.
Only of
course in
real life that
made
everything
shut down
for me....
TD Ameritrade replied by sending me a copy of the agreement I signed when I
joined, which said I wouldn't hold any technical problems against them.
I wrote saying of course they couldn't be held responsible if the Internet went
down or something like that. But this was a matter of them taking away a tool I
had been using and needed.
TD Ameritrade wrote back with something to the effect of "forget it" and "that's
my final word."
So, that's why I want to make this set of exchanges available to anyone with a
disability so that they can see the risk they are taking if they trust TD Ameritrade.
9/20/07 Email written through the TD Ameritrade site:
Well, I know you blew me off, and as a result I couldn't trade and had
to live on my principle, which of course is devastating to principle.
But, at least more than 50 people have looked at my website page
showing exactly how TD Ameritrade failed to help me. That's so far
today, September 20, 2007, and it's not even 2 p.m. yet.
I think I need to put a link to my this page on my home page, and on
several other pages where I ask people to donate to my site, which I've
only done since I no longer have the money for my October mortgage
payment.
I hope people begin to buy from my site... and I hope they see why I'm
desperately asking them to do so.
Sincerely,
Karen M. Kline
Also, at one site where I posted someone replied giving me the link to
the JD Powers ratings of on line trading companies. Very interesting.
I just hope I save some people from experiencing what I went through.
Sent: Thursday, September 20, 2007 2:30 PM
Subject: Re: Technical Support (KMM40751413I17490L0KM)
Ms. Kline,
I have reviewed the screen shot posted on your Web site that details the issue of
the "Price" field showing only the cents, and no dollars. To see the dollars, you
must widen the field so that it is large enough to show the whole figure. Place your
cursor on the word "Price." Move it to the right until it is over the line between
"Price" and the field next to it. Your cursor should become a two sided arrow, one
side pointing left, the other side pointing right. With your left mouse button, click
and hold on this line, and drag it to the right. This changes the width of the field so
that you may adjust it to your liking. If you need more detailed assistance, please
contact us at 1-888-871-9007. An associate there can walk you through the
process.
Dustin E.
Apex Technology Support, TD AMERITRADE
Division of TD AMERITRADE, Inc.
TD Ameritrade responded:
And, I replied with tears in my eyes:
Dustin, if you had replied to me in January, rather than all those people
who gave me wrong information or things that were of use, I would have
saved $30,000. And, I wouldn't be unable to sleep for worrying how I
will pay my October mortgage payment.
I will post your reply on my site, so that if anyone wants to know how
good a tech you are, they will be able to see.
Gosh, I actually have tears in my eyes as a result of the answer being so
easy for you to give, and yet it was so long in coming, and the delay was
so costly to me.
Thank you.
11.) TD gives
me the
answer.
TD Ameritrade failing me is a health boundary that bites.
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