"I think he did not know how to explain this to the advisor at Schwab."

The advisor should be able to see this when they look at the accounts held by this person. That's what makes no sense. He is their Customer. He should get better customer service.

I worked with advisors that gave the account holder the wrong limits, confusing 401(k), SIMPLE IRA, etc as if they are interchangeable. I tried to work with one advisor that could not spell employee names right, much less the same wrong way each time. If you cannot keep our names straight, you don't get to handle our money.