Quote from pspr:
IB will NEVER eat an error. If anyone has ever had them adjust a trade for their error I would like to know about it. My experience is that it is always the customer's fault or an act of God.
I am a long time customer of IB - probably 10+ years now. Back when I was first trading with them, there was a time when Instinet went down during a heavy trading day and caused all sorts of chaos with IB's order reporting. I had several orders into Instinet at the time and I tried to cancel them. I did not get a confirm on the cancels so I called in and was told that my orders were cancelled even though Instinet was offline. Later in the day (about 3:00pm), I started getting fill reports from Instinet on trades that had morning timestamps. All of the fill reports were buys and the market had a huge down move on the day (this was during the internet bubble days where there were huge percentage moves every day). Not only that but after all the fills came in I was heavily on margin and the margin auto-bot kicked in and started forcefully selling positions from my account. My account probably took a 50%+ hit that day.
I contacted IB and gave them the details of what happened. I wrote a few e-mails and after IB looked into it they ate all of those trades. It took about two weeks for my money to reappear in my account. As a firm, they must have taken a bath that day because I am pretty sure that I was not the only one complaining about what happened. After that day, I believe IB explicitly changed its policies regarding orders whose status was unknown. I.e., they made it even more crystal clear that the customer was liable for all orders with an unknown status. I think the only reason I was made whole was because an IB rep had specifically stated that my trades were cancelled on the phone.
So my experience is that IB has always treated me fairly. There have been a few other cases documented on ET where IB has refunded money to people's accounts. But most of the time, I don't think the original poster deserves to get refunded based on the evidence they provide.
