Carol Ann Rinzler sent a message to James Gorman that said:
This morning, I got yet another incomprehensible email form Morgan Stanley regarding my several accounts with the company. You tell me there's correspondence for each of my accounts, but when I got to the website, there's absolutely nothing of interest. I am the author of 30 books on health and unumerable "service" articles telling people how to complain effectively, but It took me two phone calls and a full 15 minutes to get through your useless "tree" to a human being. To make matters worse, the woman who used to translate your missives for me has disappeared. If I did not so like and respect my stockbroker, I would walk across the street to UBS where, when my sister died last Spring, I found people who were helpful in every way -- and email messages I could understand.