Did it happen with Schwab?  Or did it happen when the agent who uses Schwab as a clearing broker didn't follow through with advice and instructions?  Some of these mostly-unsupervised commission collectors have the broker statements sent to them, then they paste their name on them as the payer and forward those to the customer.  

And the salesperson might very well have told your client "this gift came from Schwab," because that's a good way to avoid admitting error.