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Technology > Investment Platforms

Thinkorswim Complaints Continue Into Second Week

By Jeff Berman

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TD Ameritrade sign (Photo: Shutterstock)

Complaints about lingering issues with TD Ameritrade’s thinkorswim trading platform continued through Monday despite a company spokesperson saying the unspecified “system issue” that caused an outage for desktop users of TD Ameritrade’s trading platform on Aug. 17 was “resolved prior to market open Wednesday.”

Specific complaints expressed by thinkorswim users Monday on Twitter included slowness and charts and data not loading.

“Clients are able to access their accounts and trades are being processed across all TD Ameritrade platforms,” the TD spokesperson said Monday morning. During the outage, “clients could still access their accounts and place trades through all of our other platforms, including thinkorswim Web and the thinkorswim mobile app,” she noted again, while also apologizing again to users of the platform.

TD Ameritrade declined to elaborate on what kind of system issue caused the outage or whether a system update or integration with Charles Schwab’s trading platform might have played any role. The firm also declined to say how it fixed the issue that caused the outage.

On Monday morning, however, thinkorswim tweeted it was “looking into why the charts [were] not loading” for clients and “will respond once we know what the issue is.”

Shortly after that on Monday morning, TD responded to another complaint on Twitter. “We apologize for the issues with charting,” the company tweeted, adding: “Next time you see this, we’d appreciate if you’d right click the Support button on top of your page. This will send an error report to our tech team, allowing for us to have more information for us to correct the issue.”

A short while later, TD Ameritrade tweeted in response to the same thinkorswim user: “We definitely understand your concerns. It’s very important to us that [clients] such as yourself receive the best experience with our trading platform. Thanks again for your patience as we work to improve our systems.”

Last week’s outage, which followed multiple outages on the websites of TD Ameritrade and other financial firms earlier this year, led several investors to take to Twitter to complain about trades they were unable to make and money they lost as a result.

Thinkorswim and TD’s thinkpipes trading platforms, educational resources and tools will be part of what Charles Schwab offers clients of independent advisors and other investors following Schwab’s acquisition of its former rival, set to wrap up by year-end, Schwab recently said.

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Jeff Berman

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