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[icon] Ha! Poor account guy! - Patti
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Subject:Ha! Poor account guy!
Time:04:57 pm
Today, an Ameritrade account rep called me to check in on my account and talk to me about blah blah blah. I normally would have just ignored the voicemail, but since I'd had a serious problem with Ameritrade and was planning to close my account, I called him back to have a little chat.

For those who don't remember, I've had two data security issues involving Ameritrade-- twice a tagged email address I gave them has been sold to pump & dump spammers. I learned a while ago that I wasn't the only one, and that their data security issues had been well-publicized on the net, but not in the mainstream media.

I very politely explained to the account rep that I was planning to close my account over their data security issues, and he was completely unaware of them. I sent the BoingBoing link to him and suggested he read it, and then read the Slashdot information. He did, and was rather shocked. We talked for about ten minutes, and he completely understood my dissatisfaction and why I would want to move my business elsewhere. He also planned to run it up his management chain (or so he said), since he had a direct customer complaint about it.

In general, I'm a huge fan of voting with my feet/wallet. However, I recognize that it's far more productive to do so when you clearly but politely explain to the business why you will be going elsewhere. I feel good about the call, but I do feel sorry for the account guy... he was expecting to have a chat with me about investment strategies, and instead he got an extremely unhappy (though definitely not abusive) customer.
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sfogarty
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Time:2007-08-30 12:17 am (UTC)
Can I ask what you use for your tagged email?
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whipartist
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Time:2007-08-30 12:25 am (UTC)
You can ask, but I'm not sure I understand what you're asking.
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mjlewis
Link:(Link)
Time:2007-08-30 12:34 am (UTC)
they want to know how you create individualized email accounts.

With gmail, if your email account is aaa@gmail.com, you can do things like aaa+ameritrade@gmail.com and it will go to the aaa account but you can see what it was addressed to. Patti has her own domain; I have no idea if she uses that for her email, but if she does, it's pretty easy to do once you run the mailserver.
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whipartist
Link:(Link)
Time:2007-08-30 12:45 am (UTC)
Ah, right. I have my own domains, and I have wildcard email delivery such that anything@mydomain winds up in my mailbox. I then have a fairly sophisticated procmail script to muck through incoming mail and put it in the right places.

One of the domains is hosted on rahul.net, and the others are on my server at home. rahul.net has my primary domain.
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mav600
Link:(Link)
Time:2007-08-30 10:00 am (UTC)
If you are interested in switching to tradeking let me know and I can get a referral bonus. Tradeking has $4.95 trades. They are the best brokerage site that I have used.
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scottro
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Time:2007-08-30 04:44 pm (UTC)
I would feel pretty good about that conversation. I'd especially feel good about the fact that the guy didn't brush off the complaint and attempt to discuss your portfolio. That's good customer service.

Still, you'll have to go elsewhere, IMO.

77
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[icon] Ha! Poor account guy! - Patti
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