I want to rate Interactive Brokers (IB) but cannot as I have not posted 30 replies within ET yet.
I was a very satisfied customer until recently. But what happened within the last couple months really drove me nuts and I am not considering switching to another futures brokerage (will take the time though to find the best fit> see previous post ;-)
Now, every couple days the TWS (execution platform of IB) is crashing and one can do nothing but wait. It happened to me that just at the time I entered my futures trade (a long) and wanted to set a stop loss, but the platform crashed and I could not enter the stop anymore. Surely, I had a backup broker and went short the same no. of contracts. But I wanted to get out nonethless and called up IB to have my positions cleaned out. But now it comes: I WAITED 5 LONG MINUTES to even get a guy on the phone. He asked me for the Account No. and DOB and stuff, I gave it to him and asked him to please hurry as the market was dropping sharply. But he did not listen and asked me for about 4 or 5 (I do not remember exactly) identifications in order to make sure it was really me who called in.
I could not believe it. The Platform crashed several times (sometimes even within a single week) but it was the first time I really called in the order desk. They even wanted to charge me USD 30 for this phoned-in order and I had to debate with them that I was not willing to pay for it as the crash was a fault on IB's side.
This gave me the creeps and was the point at which I decided to close down futures trading with IB. I will move all my funds away from IB and am currently considering another broker.
Just wanted to let you guys know that. I would not have freaked out if I traded 1 or 2 contracts but I traded 35 contracts ES at that time.
What I criticize is not that a system can fail from time to time but that IB does not have their acts together in at least serving clients through the order desk when the systems crash. I am aware that many must have called in but this is, in my opinion no excuse. HIRE more guys at the trading desk or get your systems running ALL THE TIME. This is what a paying customer can expect at least!!! I explicitely refer her to Global FUtures, Advanced Futures, and Velocity Futures. Call in those guys or use X-Trader or J-Trader and you guys know what I mean. All three of them answer phone within seconds. I hope this will help in the decision process for some looking for a new broker.
IB was great commission wise butt they now got quite decent competition because of great trading systems such as X-trader and J-Trader. I am very upset at IB as they come up with excuses all the times instead of recognizing a problem. This is now going on for months and getting worse week by week (referring to platform crashes).
Matt