Complaint about an IB level 2 support tech.

T

theakson

Hi all

We are experiencing the worst level of support we have ever experienced from a broker. The brokerage in question is Interactive Brokers. Normally we have a great deal of respect for the IB support people and we try to look at the situation from their perspective. Sometimes what is clear to a customer ( us) is not clear to someone just reading the messages. So we are reasonable people and it takes a lot to upset us, this person has.

I don't want to go into the details here as my question is as follows.

"how do we escalate a complaint with Interactive brokers when the support tech refuses to relay our concerns to the next level up?"

we have asked the tech several times to escalate the concern and they will not do so. we consider this issue to be something that needs to be addressed by Interactive Brokers but don't know how to do so.
We will be filing a Better business bureau complaint in the state of CT but we would like to make sure we have given Interactive brokers every opportunity to address this issue internally.

If anyone has an email address that we could use please advice. We do not make phone calls or use smart apps because of a medical condition.

Again, we have NO problem at all with Interactive Brokers, just the behavior of this individual and the ramifications of their actions on our well being.

thank you in advance
 
theakson said:
... We do not make phone calls or use smart apps because of a medical condition...
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That is your problem right there. I do not understand the medical issue you have that prevents you from making phone calls, but without actually TALKING to someone, they will never know the level of displeasure and discontent you have regarding your issue. It cannot be relayed through text.

So unless you can find an ombudsman with a voice to call them for you, or resolve your medical issue so you yourself can speak to them, you're not going to get far at all.
 
Robert Morse said:
May I ask what the issue was with their Level 2 display that cause you to contact their support?
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I don't think OP was talking about a level 2 display, but rather level 2 helpdesk support. Remember the old days where you have level 1 and level 2 support? He seems to have issue with a particular person at the deeper level of the support desk.
 
Overnight said:
That is your problem right there. I do not understand the medical issue you have that prevents you from making phone calls, but without actually TALKING to someone, they will never know the level of displeasure and discontent you have regarding your issue. It cannot be relayed through text.

So unless you can find an ombudsman with a voice to call them for you, or resolve your medical issue so you yourself can speak to them, you're not going to get far at all.
More...
For non-medical reasons, I also do not make phone calls re complaints. Mostly, it is because it could be literally hours on the phone trying to get to right dept/individual, sometimes it is just because I have difficulty understanding various accents. And phone time takes away from focusing on markets. Also, whether brokers, banks, or Amazon, rarely have I received any satisfaction via phones.

I have 2 suggestions: 1. Write an e-mail to one of the top officers of the company. While that person will be unlikely to read the message, in almost all cases they have someone with responsibility answering those queries / complaints. For many years, I wrote directly to Jeff Bezos with AMZN issues.

2. Post on various forums, in this case, for traders. IB monitors this site, & likely all others where negative comments will have a magnifying impact, so they try to resolve the issues promptly.

The really sad aspect is that the problems are universal, so moving to another broker will not likely be an all-over improvement.
 
As QED mentioned, there are IB folks here from time to time - at least one or two are well placed and in a position to address any legitimate issues at any level. The phone can be quite valuable depending on your account status. With certain categories of customer accounts you are provided a phone number and higher level reps answer directly and are quite responsive and effective at resolving issues.
 
Had an issue, same issue I encountered 3 months ago with IB, I told them what happened and explained the cause of the issue last time. They ignored all that, then asked me to restart my phone. Then reinstall the app, then finally asked me to send in the diagnostics. I sent, they confirmed that they would send to their back office...no response. Sometimes, I wonder if they just ask you to do stupid things that have no chance of fixing the problem so that maybe you just feel it's not worth the effort to fix the issue and just deal with it until the bug gets fixed by coincidence in a later release. In my case, it's not urgent, but damn, why assume that the customer is an absolute idiot? Either that or maybe there actually are a lot of idiots that call them.
 
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