TDAmeritrade-Fails-a-Disabled-Client

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 -
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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 2 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.

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
othersto 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.

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.

http://www.health-boundaries-bite.com
Your fingernails reflect your health --
Learn some warning signs --

Karen Kline

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 J D 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.