**5 calls, total time: 2 hours 36 minutes 31 seconds**
- 6:00 AM -- 25 min 6 sec
- 7:25 AM -- 17 min 12 sec
- 11:57 AM -- 18 min 35 sec
- 12:16 PM -- 51 min 58 sec
- 3:48 PM -- 43 min 40 sec
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20+ years as a Morgan Stanley customer. Broker. Banking. Never a problem.
Until today.
Same 5 merchants, same routine, every month. A routine charge from the same merchant I paid last month got flagged. A rep named Adam blocked the merchant, then told me to wait for my balance to "reconcile" -- while I was looking at the balance and it was fine.
Because I tried too many times, #Porkbun locked me out for 24 hours. My registrar. My business. On hold.
I know it was arbitrary -- I spent $1,200 last month, same card, same account. When Morgan Stanley blocked it, I went to #Namecheap. No issue.
Five calls. Two hours and thirty-six minutes. No callback honored. No merchant whitelisted. Just "call the number on the back of the card" -- which loops right back to the same queue.
By the fifth call, the rep was as exhausted as I was. I told him: I know exactly what's happening, I'm on to it, and there better not be any blocks on my account going forward. He understood. But understanding isn't accountability.
No one has answered for this. A block placed on a known, recurring merchant. A customer told to wait while his balance sat there, available, visible. A business held up for an entire day. That's not a system error. That's a choice someone made and never had to own.
I told them it better clear by 5:01pm today, or I document every minute of this publicly so others can make an informed decision before trusting you with their money.
All reps professional and honorable, but it seems Adam on the backend is playing games with people’s coins and you might wanna look into that. I know he knew there was a merchant level block and chose to tell me it was a reconciliation issue, when I could see the funds cleared...and they directed me back into the loop.
I knew it was a merchant because I went to #Namecheap and the purchase went through without issue.
This is fixable. Fix it. And then explain how it happened.
Edmund
#MorganStanley #Etrade #CustomerService #FinancialServices #ConsumerRights #BankingFail
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