Honestly, I agree with the past reviews but also do not. Compared to other companies/practices, YES these people move VERY slowly. I have never seen a 21st-century financial company rely so much on snail mail when everything is digitized. Unlike other reviews, I have also had good experiences with them as well as good customer service. But sometimes, I have bad experiences. If you call, you will wait on hold for 30 minutes and have to verify with security questions. I do not mind this honestly, I have had MUCH worse experiences with other companies putting me on hold. Others mind.I do not think their guidelines/what they tell you accurately demonstrate what is happening behind the scenes. And that is where almost all of my frustration comes from. For a lot of previous reviews, I have noticed a trend: address change & snail mail. For an address change/information change, it takes around a month to unlock your account. It is added security, and that's fine. Just make sure you do not need a sale within a month.If you send in any forms via paper mail. It will take up to a WEEK (business days) to process/accept the paperwork. It will then take 1-5 business days to execute whatever the paperwork says (PER PAPER). So if you have a transfer form + a sale, you can expect to wait UP TO 17 business days for a sale (7+ 1-5+1-5). This is almost a full calendar month after they have received the paperwork. Just do NOT be in any type of rush for your money. They also do not state this, only saying "it will take 1-5 business days". However the customer service rep on the phone stated the full timeline. Also, I had noticed that after a sale. The account would not accept online sales for around 1-2 weeks. Seemingly a security measure, which I actually really appreciate. But, this was not listed anywhere on their website. Overall, I wish this company had better customer service/was more open with their customers. But, from my experience it is not as horrible as every other review is making it out to seem. To anyone reading, I HIGHLY advise setting up an online profile, and establishing access to sell online. No red tape and no hiccups after everything is setup; this is how the platform was meant to be used.
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