Odd, I have nothing bad to say about customer service at either Schwab or Fidelity. Somebody knowledgeable is always there within no time. And if they do not know an answer they ask around and get back to me pretty fast. Maybe they keep an eye on trading volume and how much PFOF you're generating for them?
I provide the same attention to a $10,000 CASH account as a $10mm HF. I never ignore customers because they are small. Same for our trade desk and other services at Lightspeed.
%% SCHW has given me excellent service for many years; but i noticed customer service is not much @ most businesses, even though V has excellance. And live English speaking human is expensive usually............................ But Verizon was so high$$ after a year , so switched to Pure Talk. I did have big delayed goof when SCHW found an old TD account with about $20 bucks in it; intraday log in scary nightmare , but by end of day or earlier , fixed it. IBKR was never known for phone customer service; but they usually fixed any problem before a phone rep answered . BUT HOOD did not even get rated by IBD for brokerges LOL; SCHW + Fidelity were top 2\IBKR last in IBD extensive customer service ratings ........................................
I always like their customer service; short and to the point. Don't ask about platform issues though, go straight to the source for that.
Maybe you should ask yourself why you need to reach to the customer service so often? I don't remember the last time I had to contact my broker customer service, and I'm day trading.