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A Phone Call That Should Have Been Simple
I’ve banked with the same local bank for more than twenty years. Long enough that I don’t remember which president was in office when I opened the account. Long enough that I’ve carried a decent balance through most of it, without much drama on either side.
Recently I called them with a small request. I needed a new set of blank checks. Nothing complicated. I was hoping, given two decades of history and a balance that’s never given them a reason to worry, that they might just send me a checkbook and a register at no charge.
Instead, I was told I could get a free checkbook — but only if I upgraded to a different account tier. They assured me my current balance would easily qualify. Which is true. It also wasn’t the point.
The Part That Bothered Me
I told the representative I don’t like babysitting these things. Tiered accounts come with conditions. Balances dip below a threshold — because of a big purchase, a slow month, a transfer that hasn’t cleared yet — and suddenly there are fees where there weren’t any before. I’d be signing up for a new set of rules to watch, in exchange for something that should have just been a courtesy.
They told me there was really no way around that.
I don’t buy it. A bank that size can absolutely mail a longtime customer a set of checks without making him re-paper his entire account relationship first. What they can’t seem to do is make that decision without a system telling them to.
That’s not a story about one bank being unusually stingy. It’s a pattern. Big financial institutions have gotten very good at finding small, defensible-sounding reasons to charge for things that used to just be part of the relationship. Thirty dollars for shipping a booklet of paper. A tier you have to opt into to get treated the way loyalty probably should have already earned you.
Two Types of Hardware Stores
There’s a hardware store near where I live that gives you a small bag of popcorn when you walk in, and if you’re standing in an aisle looking confused, someone walks you straight to the drawer with the exact screw you need.
Compare that to when you go to the big box hardware stores (think dark blue or orange) doing the same errand of needing a screw. You walk in, you’re on your own, and you’re quietly praying someone in an orange vest happens to be within shouting distance of the hardware aisle, and not on break.
Both stores sell screws. Both will get the job done. But one of them is built around helping you find what you need correctly, and quickly. The other is built around volume, and the help you get is more or less a matter of luck and staffing that day.
Banking, investing, and financial advice work on a similar spectrum. Some of it is structured for scale — a lot of customers, moving through a lot of confusing tiers and complex products, with internal rules on how to nickel-and-dime the public. Customers are just another number.
At our boutique wealth firm, we operate independently (think independent book store, or coffee shop). We work 100% for our clients, with no “back-office deals” like revenue sharing, where a third party pays us if we put our clients into certain funds. We do not sell products, nor get paid commissions.
Both approaches are not the same thing, and it’s worth knowing which one you’re working with.
Whose Side of the Table Are They On?
At Intelligent Investing, we’re a fee-only, fiduciary firm. We are paid directly by our clients for the amount of wealth we are managing for that client — not a commission, not an insurance product, not a third party paying us to make a recommendation. Also, not charging separately, or charging more for a financial plan. (This has recently crept up in years by other financial firms as a way to make more revenue)
I’d be lying if I said this makes every financial decision effortless. It doesn’t. Markets are still uncertain. Tax rules still change every year, sometimes in ways that genuinely surprise even people who follow them closely. Humans have a broad range of emotions and financial backgrounds that we uniquely guide, in order to remove the emotions from the portfolio, and be their accountability partner. Nobody, including us, can promise a particular outcome, and anyone who tells you otherwise is selling something. However, we work together to discover your goals and time line. We then create an Intelligrations® plan together, and from that plan, comes a portfolio that aligns with your risk tolerances.
There’s a real difference between an institution that’s built to serve a lot of people through products, and one that’s small enough, and nimble enough, to just handle the request our clients need without all that red tape.
Worth Asking About Your Own Setup
I didn’t write this to complain about a checkbook. Thirty dollars isn’t going to change my financial life. But it’s a small, honest window into something bigger: the incentives built into the institutions holding your money, and whether those incentives are quietly working for you or around you.
It’s worth asking your own bank, brokerage, or financial advisor a plain question: when you make a simple request, does the answer depend on their protocols — or on what actually makes sense for you?
If you’re not sure how to answer that about your own financial accounts, we’d love to have a chat and give you a second opinion.
Our passion is to minimize your financial stress, so you can focus on maximizing your life.
Is Your Financial Firm working for you?
If you’re not sure if your financial firm is working only for you, then let’s talk. We’d love to have a deep, honest conversation about your goals, your legacy, your tax situation, and risks, and what a plan built on truth and transparency actually looks like.
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