I consolidated everything with Fido. You're making me nervous now. Can you elaborate, why they would do something so extreme?
I have no clear explanation from them.
I was not a new customer, had 401k through employer for many years with them, had checking account and 2% credit card for at least 5 years. By that time 401k balance was zero as employer moved to other custodian, and I decided to open brokerage with them. All was good, I moved $10k into it and they locked me out as soon as money arrived.
I called CS they said that probably because of $10k moved into it and it is temporary hold, but they had no clue why I am locked out of my checking and credit card. Told to call 3 days later. This time they transferred me to some other group, and I was told that my login was compromised. Asked if it was me or not on that day and time . And yes it was me, checking if money arrived, but logged in from work PC (not for the first time). So they told me they will make records and I will receive e-mail to change my login and pw. Did not receive any emails - called again next day, was transferred multiple times and landed at some "IT Security" group.
From here all went very weird, they argued that it could not be me accessing account as their software identified it as "dark web access". They will not allow me to reset login and password till all our PCs and phones checked for viruses. And just for the records we both work for IT for 30+ years, all out pcs have updated antiviruses running all the time. Between 2 of us it is 6 computers including work ones. They refused to take any screenshots from antivirus results and insisted that we have to produces 3d party report. Said that we need to bring all computers for example to "Geek squad" that they can "clean them from viruses". That would not only be crazy and costly but also we are not allowed to get any work pcs in hands of any third party. Our explanations fell on dead ears, they just needed that 3d party paper.
Sorry for the long story, I tried to escalate it to the manager and answer was the same. I asked how I can access my money- answer was "we do not know, it is not our job". I went to search online how to resolve, and all similar cases that I found had no any other resolution.
So I used debit card to drain most of the checking (only couple dollars left), I paid credit card by check and never used it again. But could not get to the brokerage till found one case online where guy in similar situation was able to pull his account by submitting transfer request through Vanguard. I did the same and it took Vanguard almost 3 months to get my money, but they did it.
I still had checking account with small balance sitting there for 6 years, called again just about month ago - same story, they will not get me unlocked till I produce that 3d party paper. So I closed account. Spouse is still have access to employer sponsored and solo 401ks, but we will move them out as soon as we stop working.