@MoA: Thanks for the insight.
@gt23: I have <25K. But I would like to know, they are incompetent in terms of what? It would help many of us here...
I was with them for about a year before I transferred out. I don't recall everything, but here are some things that come to mind (I will post again if I think of any additional):
1) Their margin rates suck compared to bank-owned
2) Their customer service sucks compared to bank-owned: if you have an issue they will usually give you a BS answer on the chat, and if you still not satisfied (most cases), they will create a ticket a say they will respond via email in 2-3 days. In my experience with them, I had to follow up roughly 50% of the time as I had not received an email response by day 3. With BMO IL, I get my issues taken care of right away (no delay at all)
3) I found a lot of issues with their market/economic data on their IQ and web trading platforms (i.e. incorrect data compared to the exchange)
4) They were constantly screwing up my ACBs, so P/Ls were always going off (especially true when adding to current positions). You need to contact them directly each time to have your ACBs fixed.
5) They had weird tax withholding policies: they started withholding tax on one of my names in a Non-Reg account, even though I confirmed with the issuer that the source of income had not changed and the transfer agent was not withholding from dividends (I started a thread on this forum on this topic if you're interested the name is MST.UN.TO, although they also appear to be doing it for HR.UN.TO). When I contacted QT they gave me some BS answer that what they were doing was a STREET initiative led by the big brokers, such as BMO. However, I later confirmed that BMO is not withholding on these names - so they probably had no idea what they were talking about and made it up.
6) I had standing orders that would mysteriously get cancelled from time to time
7) They charge for mutual fund trades: therefore, there is no way to invest your overnight or short-term cash efficiently in HISAs.
8) They charge data fees on top of commissions for non-limit orders, which increase your total transaction costs above the 4.95 rate.
9) If they make a mistake, they make you wait till March of the following year to credit your account. Bank-owned will make you whole immediately and not let their internal issues impact you.
10) When I set up my accounts, I IM'd them to see if I need to fill out a W8 to reduce withholdings on U.S. dividends. I was told very clearly that I DID NOT, since my residency status was part of my account application set-up and they had me down as Cdn residency (per the copy of my driver's license which was provided at set-up) and they would automatically withhold 15% per the Cda-US tax treaty. Sure enough, when I received my first U.S. div, they withheld 30%. I never ended up having to fill out a W8, but it still took a few more chats to get them to fix it. It's one thing to not know the answer to a question, but the BSing seems to be common with them.
It's not a bad place to start when you're building up capital and trading <$2500 per trade, but I too had heard that they sucked and went in knowing I wouldn't be staying long (i.e. not setting up a bunch of accounts that would later be costly to transfer, I think BMO covered the cost on my RRSP transfer). I found myself IMing with them 1-2 times per week and eventually reached a point where the $5 was no longer worth the hassle.
You get watcha pay for....very true in this instance. Hth