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I have a problem with one of my stock broker accounts-it has the wrong address on it. It is my old address I lived at years ago, before I opened this particular

I have a problem with one of my stock broker accounts-it has the wrong address on it. It is my old address I lived at years ago, before I opened this particular account-I never set it, but I think it somehow got stuck deep in their computer systems from one of my other accounts and got applied to this new account when I opened it. Anyway, go to the website, I see the wrong address - yet click the “edit” button to change it, and the edit screen has the right one, and won’t let me change it to the right one because it is already set. I call up the call centre - agent says he can see the same problem but he doesn’t have access to do anything about it. He told me to print out a paper change of address form to change my address from my current address to my current address, sign it, scan it (he emphasised it had to be signed pen to paper, and the form even says that), and email it in. I’m hoping that fixes it.

toomuchtodo 4y ago
Have you filed a complaint with your country’s regulator of financial service providers? I would encourage you to do so.
- skissane 4y ago
  From what I understand of the rules, you have to give the provider a reasonable opportunity to fix things. And then you have to use their own complaints process. And then, if that isn’t getting anywhere in a reasonable timeframe, then you can complain to the regulator. If you file a complaint with the regulator prematurely, it just gets referred back to the provider. I hope it gets fixed before I need to go down that path. I only just sent the email a couple of days ago, I’ll give them a few more days then try calling them again. Part of the problem seems to be - I have multiple accounts with the one broker (my domestic stock account, trust accounts for my kids, a separate account for foreign stock), and they maintain separate addresses for each account, and they can get out of synch. And the broker is owned by a bank, and I have products with the bank, and the bank also has separate addresses for each product, plus the bank and the broker’s systems are kind of half-integrated/half-not in an opaque way which contributes to this kind of problem. And the bank also owns an insurance company, and I have a policy with that insurance company, and they’ve got the same half-integrated/half-not thing going on with their insurance company too.
Scoundreller 4y ago
I love it when disliked utilities let me send in my complaints/changes/payments by snail mail. I know it costs them so much more to process, and that alone gives me comfort. (Of course, I'd hate it if this was by force)
- Doxin 4y ago
  To complete the experience I have a typewriter and sealing wax. Something about a wax seal seems appropriate for complaints to awful companies.

toomuchtodo 4y ago

Have you filed a complaint with your country’s regulator of financial service providers? I would encourage you to do so.

skissane 4y ago
From what I understand of the rules, you have to give the provider a reasonable opportunity to fix things. And then you have to use their own complaints process. And then, if that isn’t getting anywhere in a reasonable timeframe, then you can complain to the regulator. If you file a complaint with the regulator prematurely, it just gets referred back to the provider. I hope it gets fixed before I need to go down that path. I only just sent the email a couple of days ago, I’ll give them a few more days then try calling them again. Part of the problem seems to be - I have multiple accounts with the one broker (my domestic stock account, trust accounts for my kids, a separate account for foreign stock), and they maintain separate addresses for each account, and they can get out of synch. And the broker is owned by a bank, and I have products with the bank, and the bank also has separate addresses for each product, plus the bank and the broker’s systems are kind of half-integrated/half-not in an opaque way which contributes to this kind of problem. And the bank also owns an insurance company, and I have a policy with that insurance company, and they’ve got the same half-integrated/half-not thing going on with their insurance company too.

Scoundreller 4y ago

I love it when disliked utilities let me send in my complaints/changes/payments by snail mail. I know it costs them so much more to process, and that alone gives me comfort. (Of course, I'd hate it if this was by force)

Doxin 4y ago
To complete the experience I have a typewriter and sealing wax. Something about a wax seal seems appropriate for complaints to awful companies.