Running the Zecco Gauntlet

05.25.2008

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February 29
Still no Trading Key box. I email the following to customer service:

Hello there,

It’s been almost a full day since I received the application approval email and I still can’t access my trading account. Can I get an update?

Aaron Hardy

I received the following back from customer service:

Dear Aaron,

Thank you for contacting Zecco Trading. To access your trading account,
you will have to have full access to your myZecco, please click on the
pink Trading button. On your next page, you will see the last 4 digits
of your account number and a trading key field. Please input your
trading key to log in. Your trading key is a combination of the first 3
digits of your social security number and the last 4 digits of your
account number. If you still have difficulties logging in, please
contact us again.

Should you have any further questions or concerns, please feel free to
contact us again.

Thank you for your interest in Zecco Trading.

Sincerely,

An T.

Hmm….so either I’m seriously blind and can’t find the Trading Key box or I need to clarify the situation. In either case, I was starting to get really frustrated. I responded with the following:

That’s what I’m talking about. I don’t see the last four digits of my
account number and I don’t see a trading key field. Please, before you
assume that I can see a trading key field and my account number, look first. If you can’t get it resolved within the next email, just cancel my
account altogether. I’ve had so much trouble getting my account open and
customer service thinking I’m a stupid customer that I won’t be able to
bear it any longer.

Aaron

March 5
Still no email. At first I thought, well, at least they have the determination to fix the account before emailing back. After a few days, I gave up hope of receiving an email and figure I’d call Zecco’s customer support phone number. The guy on the phone called over to the tech team, came back, and said there was a mapping issue with my account that would be fixed shortly. He promised he would call me the next morning and give me an update.

March 10
No call. No trading key box. I call again. This time the guy on the phone put me on hold for a few minutes, came back, had me refresh my browser, and, wallah! “Mapping issue” solved. Finally, a long-awaited break in the clouds.

Since I could now log into my trading account, I started the bank verification process so I could fund my account. In Zecco-land, this is called “establishing an ACH relationship.” This is where they put two small deposits into your bank account so you can verify you’re the rightful owner of the account.

March 11
Hey! Surprisingly, I’ve already received my two small bank account deposits! I completed the verification process and initiated a fund transfer.

March 12
Transfer complete. Finally, two months and a week later, I’m ready to trade.

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Comments

05.26.2008 / Tony Leach said:

Aaron –

Wow, what a great blow-by-blow of your experience getting started with Zecco! I’ll be passing this around the office a bit, if you don’t mind.

One question – in the midst of all this, did you get a chance to check out the ZeccoShare community? What did you think?

– Tony Leach (Zecco Product Manager)

05.26.2008 / Aaron Hardy said:

Hey Tony! Am I glad to hear from you! And in under 24 hours from my post I might add. That’s faster than half the customer service emails I received! Even the existence of your response warrants a tip of the hat. I would be more than honored if you would pass my experience around the office. I understand the company is in a growing stage and could use a customer’s perspective every now and then.

In response to your question, I have taken a look at ZeccoShare and also have my account sharing turned on. At times I peek at what others are holding and discussing, but I spend most of my time analyzing charts. I really like the idea of social investment networking though and believe many people will find it beneficial. If I get more time I may become more involved myself.

If you would like feedback on specific areas of improvement, I personally believe the forum moderators at times block more posts than the legal requirements dictate. It seems Zecco sometimes tries to cover its reputation rather than just leaving opinions public and learning from them. This may be improving though as I haven’t read the forums for a couple months now. Overall, I applaud Zecco’s effort at making investing more interactive and interesting for its investors.

Again, thank you for responding to my post. It’s much appreciated and blog readers do notice that you care enough to seek out and pay attention to customer feedback. I look forward to an excellent Zecco experience!

05.28.2008 / Tony Leach said:

Aaron – great to hear! Definitely hear you about the time thing…

We are re-crafting our moderation approach, so sorry if we’ve seemed a little over-zealous at some points. We’ll make sure to take your points into consideration as we do that!

– Tony


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