I have had an account maintenance problem with IB for more than seven months and
don't know how I may get it solved. Your guyâs advices are very welcomed.
I moved to another city after I opened my account at IB, so I needed to update my
mailing address, etc via IB account management page. However I got an error message
like your token, account, and password combination isn't correct. It occurred seven
months ago. Since I contacted IB customers service more than twenty times by email or
phone. At the beginning, IB technical support guy insisted that the problem is due to
my browser setting. Then I tried using different computers with various version of IE,
the same error occurred again and again.
I had an old account with Canadian Dollar closed before I opened USD account since
IB policy doesn't allow switching for base currency. I thought my old account
information maybe still in IB database even the account was closed. The data with my
old account may still be used to generate a token when I tried updating. I passed my
thought to IB customer service twice and asked IB to have a double check with my accounts
(including the old one). IB responded that" IB is expecting this to be resolved within
the next few days". But a month passes, IB never get me back.
After waiting for more than four months, I was really disappointed with IB customer
service and decided to withdraw my trading fund. Due to the same error, I cannot
change my bank information. So I had no way to get my fund even I would close my
account.
IB customer service either ignored my request for solving the problem or keeps promising
me something like the issue will get solve within the next few days. But IB never got me
back what the status of the issue is.
It is a very disappointing experience. I am thinking if I need to take an appropriate
legal action to get my account problem solved and get my money back.
Your advices about how to resolve the issue will be highly appreciated!
Sorry for my poor English.
FYI: a couple of email from IB
--------------------------------------------------------------------------------------
Sent: Tuesday, June 03, 2003 2:31 PM
Dear Trader,
Thanks for the e-mail, this problem is getting resolved, I will check back
with
you tomorrow.
If you have any further questions, please feel free to contact us.
Regards,
IB Customer Service
---------------------------------------------------------------------------------------
Sent: Wednesday, June 18, 2003 10:22 AM
Dear Trader,
Thanks for the e-mail, your patience is greatly appreciated. Your funds are
safe with Interactive Brokers there was a problem applying the funds to
your account. IB is currently waiting for a copy of your check from
Citibank. Once we receive this, we can put the funds in your account. IB is
expecting this to be resolved within the next few days.
If you have any further questions, please feel free to contact us.
Regards,
Mark Bennett
IB Customer Service
---------------------------------------------------------------------------------------
don't know how I may get it solved. Your guyâs advices are very welcomed.
I moved to another city after I opened my account at IB, so I needed to update my
mailing address, etc via IB account management page. However I got an error message
like your token, account, and password combination isn't correct. It occurred seven
months ago. Since I contacted IB customers service more than twenty times by email or
phone. At the beginning, IB technical support guy insisted that the problem is due to
my browser setting. Then I tried using different computers with various version of IE,
the same error occurred again and again.
I had an old account with Canadian Dollar closed before I opened USD account since
IB policy doesn't allow switching for base currency. I thought my old account
information maybe still in IB database even the account was closed. The data with my
old account may still be used to generate a token when I tried updating. I passed my
thought to IB customer service twice and asked IB to have a double check with my accounts
(including the old one). IB responded that" IB is expecting this to be resolved within
the next few days". But a month passes, IB never get me back.
After waiting for more than four months, I was really disappointed with IB customer
service and decided to withdraw my trading fund. Due to the same error, I cannot
change my bank information. So I had no way to get my fund even I would close my
account.
IB customer service either ignored my request for solving the problem or keeps promising
me something like the issue will get solve within the next few days. But IB never got me
back what the status of the issue is.
It is a very disappointing experience. I am thinking if I need to take an appropriate
legal action to get my account problem solved and get my money back.
Your advices about how to resolve the issue will be highly appreciated!
Sorry for my poor English.
FYI: a couple of email from IB
--------------------------------------------------------------------------------------
Sent: Tuesday, June 03, 2003 2:31 PM
Dear Trader,
Thanks for the e-mail, this problem is getting resolved, I will check back
with
you tomorrow.
If you have any further questions, please feel free to contact us.
Regards,
IB Customer Service
---------------------------------------------------------------------------------------
Sent: Wednesday, June 18, 2003 10:22 AM
Dear Trader,
Thanks for the e-mail, your patience is greatly appreciated. Your funds are
safe with Interactive Brokers there was a problem applying the funds to
your account. IB is currently waiting for a copy of your check from
Citibank. Once we receive this, we can put the funds in your account. IB is
expecting this to be resolved within the next few days.
If you have any further questions, please feel free to contact us.
Regards,
Mark Bennett
IB Customer Service
---------------------------------------------------------------------------------------