Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for various trading accounts in 2021 and was using *** for *** since originally opening my accounts. They have now required users to install their proprietary mobile phone authentication app which is not compatible with my phone. I have call support numerous time about getting an exemption but they say I need to buy a new phone to install their app. I am currently locked out of my account and cannot access my funds!

  Business Response

  Date: 07/14/2025

  Dear *** ********,
  
  Interactive Brokers ****** Inc. ("IBC") submits this response to your
  24 June, 2025 correspondence to the Better Business Bureau, Inc. (BBB),
  regarding the Two Factor Authentication requirement and the login issues for
  your IBC accounts. 
  
  As background, please note that Interactive Brokers is committed to protecting
  your account and your account assets from fraudulent practices. The Secure
  Login System provides an extra layer of security to your account through the
  use of a free physical security device or a software application (IBKR Mobile -
  IB Key or Mobile Authenticator app), digital security solutions, designed for
  mobile devices. Although it requires an extra step when logging into your
  account, the simple practice of entering a randomly generated security code
  along with your username and password goes a long way toward protecting your
  account. Further, please know that financial regulatory bodies worldwide
  increasingly require financial institutions to implement strong authentication
  methods to protect client assets and personal information. IBC's Two Factor Authentication requirement helps ensure compliance with these regulations.
  
  As your account contains valuable financial assets and sensitive personal
  information, IBC implements Two Factor Authentication to provide the highest level of protection for
  your investments and data. We would also like inform you that it is not
  possible to use Interactive Brokers account without a Two Factor Authentication
  as without an active Two Factor Authentication, your account is vulnerable to
  unauthorized access and malicious activities.
  
  You can refer to the below webpage for more information on IBC's Two Factor
  Authentication:
  www.interactivebrokers.com/faq?id=29079898
  
  A review of your account communication indicates that a member of our Security
  Device team contacted you by telephone on 10 July, 2025 and we believe they
  were able to assist you with the login to your account and your issues regarding the
  Two Factor Authentication. If this is not the case, we would request you to
  reach out to our team for further assistance.  
  
  Regards, 
  Ankit 
  Case Manager - IBKR Client Services
  

  Customer Answer

  Date: 07/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Priyanka restored my account access as per my previous *** settings.
  
  
  
  Sincerely,
  
  
  
  ******

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of a fraudulent Automated Customer Account Transfer (****) transfer. Interactive Brokers (IBKR) is the receiving firm. A fraudster was able to impersonate me and open an account with IBKR using my PII. I am writing to file a formal complaint against IBKR due to their inadequate fraud prevention measures, lack of effective communication, and failure to resolve a fraudulent **** in a timely manner.
  On 5/1/2025, a fraudulent **** transfer was initiated by a fraudulent IBKR account on my brokerage account (under a separate brokerage vendor) without my authorization. I discovered this unauthorized activity on 5/5/2025 and immediately contacted IBKR to report the issue. I was assured by their representative that the fraudulent account had been fully restricted, and my assets would be returned when they received the reclaim request. On 5/9/2025, IBKR confirmed through e-mail that they had received the reclaim request and it has been handled by the clearing team. On 5/12/2025, I reached out again for a status update and received an email response on 5/14/2025 stating that the reclaim request had been processed and should settle in the next few days. As of today, 5/22/2025, the issue remains unresolved, and I have not received my funds and assets back. Despite my repeated follow-ups via email and phone, my emails have gone unanswered, and the support team has refused to connect me directly with the client security team. Promised responses have consistently failed to materialize. It took less than a week for IBKR to take funds and assets out of my brokerage account. However, it has taken over a week—and counting—for them to return my funds and assets to me.
  This incident demonstrates a significant deficiency in IBKR’s fraud detection and prevention systems. I am deeply disappointed by IBKR’s handling of this matter, particularly their inability to prevent fraud, failure to act on their assurances, and lack of transparency in resolving the issue.

  Business Response

  Date: 07/10/2025

  **** *** ****

  Interactive Brokers LLC (“IBKR” or “Interactive Brokers”) is
  responding to your complaint filed with the Better Business Bureau (“BBB”) on
  May 22, 2025. In your correspondence, you state a fraudster opened an account
  at Interactive Brokers with your personal identification information (PII) and
  transferred your assets from another financial institution, **********, to the
  fraudulent account at IBKR. The assets were returned to you by IBKR on May 30,
  2025.  You expressed your disappointment
  with Interactive Brokers’ handling of the matter and the perceived delay.

  On May 1, 2025, an Individual account for *** ******* ***
  was opened and approved at Interactive Brokers.

  On May 5, 2025, an Incoming Automated Customer Account
  Transfer (“****”) was processed for 1,674 long shares of **** and 230 long
  shares of *** along with 2,028. On the same date, you telephone Interactive
  Brokers to report the fraudulent **** and were provided with the instructions
  to initiate an investigation of the fraudulent activity. At that time,
  Interactive Brokers restricted the account from deposits, withdrawals and
  trading.

  Between May 7, and May 27, 2025, you contacted IBKR multiple
  times for updates.  IBKR confirmed the
  ongoing investigation.
  On May 28, 2025, Interactive Brokers received a request to
  return your assets to the delivering institution from which they were
  fraudulently transferred to us. Interactive Brokers processed the reclaim and
  notified you.

  On May 30, 2025, the assets were successfully returned to
  your account at the delivering institution.

  According to our records, Interactive Brokers immediately
  restricted the account fraudulently opened with your PII. Please know
  Interactive Brokers takes all reports of fraudulent activity seriously and
  follows a comprehensive procedure to document and investigate such reports,
  which may account for unforeseen delays. We apologize if the assets were not
  returned within your anticipated timeline.

  If you have any further questions, please do not hesitate to
  contact us.

  Regards,
  Raquel
  IBKR Customer Service

  Customer Answer

  Date: 07/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brief summary: I transferred a large sum of personal money to IBKR, 20K, to try out their platform for investing/trading. Their data cost and other features were not to my needs and I initiated a return of my money via wire. IBKR web portal conveyed that I would have to agree to their PII policy for their third party processor of PII which I do not. I wasn't presented this when I opened the account and which to have my money and close my account. I have called them a number of time and they said they would file a formal complaint and not help via their phone customer support. Their first e-mail correspondence that the formal complaint start date of March 13, 2025 would be resolved within 4 weeks and it is now coming up on six weeks with no update, but a "non" response to my request for an update halfway through their time window. I wish to have my money returned without any more holding out for my to give in. I am not going to agree to that policy. I wish to explore any options. Please share with me any contact and response as I wish to add to my proof that I am dealing in good faith and working avenues to bring this to their attention. I have tried with no success through their customer service two separate times, phone and e-mail.

  Business Response

  Date: 05/06/2025

  Dear *** *******,
  
  Interactive Brokers LLC("IBKR") is responding
  to your correspondence to the Better Business Bureau ("BBB"). In your
  correspondence, you expressed dissatisfaction regarding your withdrawal request
  not being processed, as IBKR requires you to upload your PII (Personally
  Identifiable Information) documents to their third-party processor, which you
  are not comfortable doing. Therefore, you are requesting IBKR to process the
  withdrawal request without this requirement.
  
  As stated on IBKR website, “******* is a streamlined
  verification process that is done from a smartphone and IBKR will use the
  verification process for a new application, for an open account with a pending
  item in the Portal and for when an email is sent to the client to complete
  identity verification”.
  
  On March 04, 2025, at 10:28:28 EST you submitted a wire
  withdrawal request for USD 20,000.
  
  At 10:50:02 ET IBKR sent you a notification, Important
  Notice: Verification Required for Account ********* via email and message
  center. In the notification IBKR stated “For your protection, IBKR must verify
  your identity before processing a request to withdraw funds from account
  *********. Please complete the streamlined verification process by logging in
  to Portal.”
  
  On March 13, 2025, at 09:50:12 ET you contacted IBKR over
  telephone regarding the status of your withdrawal request. Our representative
  requested you to complete the verification by logging into the client portal.
  You expressed your dissatisfaction over the verification process and stated
  that you do not wish to upload your PII to a third-party website. Our
  representative informed you that withdrawal is not possible without
  verification. You maintained that you do not wish to upload your documents and
  wanted the withdrawal to be processed.
  
  On April 29, 2025, at 13:17:05 EDT IBKR has internally
  verified your details and processed your wire withdrawal request for USD 20,000
  without verification through *******.
  
  IBKR regrets any inconvenience caused due to this as this
  would not have been our intention as we strive at providing excellent customer
  service experience. IBKR’s verification process is intended to prevent
  erroneous or fraudulent transfer(s) from a client account. Upon receipt of your
  complaint, IBKR staff was actively following your concerns in an effort to
  expedite your request.
  
  Thank you for your understanding and patience as we
  worked through this matter. We remain committed to providing the best service
  possible.
  
  Regards,
  Krishna
  IBKR Client Services

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint regarding the unexpected and unexplained compliance review on my account, which began on March 13, 2025. The handling of this matter has caused significant inconvenience and frustration.
  On March 13, I discovered that my account had been placed under compliance review without prior notice or any explanation provided. Furthermore, I was unable to withdraw funds from my account. Despite this, I complied with all requested documentation, submitting the requirements by March 28, except for my driver’s license, which was in the process of being renewed.
  I submitted my temporary driver’s license document on April 1 and completed a live video verification with a compliance officer on April 7. I was then instructed to submit my driver’s license upon receipt, which I did on April 11. To expedite the review process, I contacted your customer service team, where I was assured that my case would be prioritized. However, as of today, April 21, my account remains on hold.
  This ongoing issue is now severely impacting my ability to access funds already in the account. Specifically, I attempted to transfer my assets to another broker out of frustration, but the request was rejected on April 17. I have made multiple attempts to resolve this matter through emails and phone calls, yet nothing has been resolved, nor have I received any meaningful updates. I find this lack of communication and resolution unacceptable.
  I request immediate action to address the following:
  - Provide a clear explanation for the compliance review.
  - Expedite the review process and lift the hold on my account.
  - Enable the transfer of my assets without further delay.
  
  Please respond to this complaint promptly and confirm when my account will be fully operational and ready for transfer. If this issue remains unresolved, I will consider escalating the matter further.
  Thank you for your urgent attention to this matter.

  Business Response

  Date: 05/06/2025

  Dear *** *******,
  
  Interactive Brokers LLC("IBKR") is responding
  to your correspondence to the Better Business Bureau ("BBB"). In your
  correspondence, you expressed your dissatisfaction regarding an unexpected
  compliance review that began on March 13, 2025, preventing withdrawals and
  transfers from account *********. Additionally, you indicate your account
  remained restricted, despite submitting requested documents; completing video
  verification; and receiving assurances of prioritization. As a result, you ask
  IB to provide an explanation for the review and enable the transfer of assets
  from your account at IBKR.
  
  On March 13, 2025, at 11:10:53 ET you submitted an
  Automated Clearing House (“ACH”) withdrawal request for USD 5,000.
  
  At 11:19:52 ET IBKR sent you a notification: Important
  Notice- Verification Required for Account ********* via email and message
  center. In the notification IBKR stated, “For your protection, IBKR must verify
  your identity before processing a request to withdraw funds from account
  *********. Please complete the streamlined verification process by logging in
  to Portal.”
  
  At 21:11:30 ET IBKR sent you communication via email and
  message center stating, “In regard to the documents you have previously
  submitted, please be advised that some of your document(s) could not be
  accepted with reason: Could not verify the documents successfully and requested
  you to upload the requested documents again. “
  
  On March 26, 2025, at 17:20:26 ET, IBKR sent
  communication to client via secure message center on ticket ****** stating to
  meet our regulatory obligations and as part of our ongoing commitment to
  maintain high standards of account security, we periodically review client information
  to ensure the accuracy and validity of our records. As part of this process, we
  kindly request your assistance in providing the following documents without
  undue delay.
  
  On March 28, 2025, at 11:11:01 ET you submitted the
  requested documents and asked in which format you need to submit the bank
  statement, where you were informed that quality of the images you have
  previously submitted of your POI/Selfie does not meet the required standards. We
  requested you to resubmit your valid passport/selfie as well, if you don't have
  one available, we will not be able to proceed due to the document being a
  temporary one and informed that pdf format is acceptable for your bank
  statement.
  
  IBKR acknowledges that there were subsequent
  conversations between you and Client Services on April 1 and April 21, 2025,
  regarding the verification of your requested documents and scheduling video
  verification, during which you were assisted with timing and completion of the
  video verification process.
  
  On April 25, 2025, upon completion of verification, IBKR
  removed the transfer restrictions on your account. On the same date at 12:17:59
  ET, you submitted an outbound Asset transfer (ACAT) request which was
  processed.
  
  IBKR regrets any inconvenience caused due to this as this
  would not have been our intention as we strive at providing excellent customer
  service experience. IBKR’s verification process is intended to prevent
  erroneous or fraudulent transfer(s) from a client account. Upon receipt of your
  complaint, IBKR staff was actively following your concerns in an effort to
  expedite your request.
  
  Based on the above, it appears IBKR's actions with
  respect to your account activity were in accordance with our standard policies
  and procedures as set forth on the IBKR website and customer agreement.
  
  Regards,
  Krishna
  IBKR Client Services

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been trying unsuccessfully for about one month to add a beneficiary to my account. The latest hangup is that IBKR rejected the beneficiary form I submitted, stating that it does not contain a ‘valid’ signature. Nowhere in the form is any indication of a signature being required, but I e-signed the form with a signature that I **e regularly in the name field, which is one of two input spaces given. The only other is date. IBKR seems to be demanding that the form be signed by hand with ink. No. Anyway, they will continue to block this request with an unending stream of new fake requirements. The option to add a beneficiary didn’t even exist in the app settings when I first started this process! J**t add the beneficiary to my account! All of the requested info has been submitted along with my signature. Regardless, I’ll be drawing out my funds with the aim of eventual account closure. Tr**t in IBKR integrity is j**t gone.

  Business Response

  Date: 03/07/2025

  Dear *** ******,
  
  Interactive Brokers LLC("IBKR") is responding to your
  correspondence to the Better B**iness Bureau ("BBB"). In the
  correspondence, you expressed your dissatisfaction regarding your attempt to
  add a beneficiary to your account, specifically concerning IBKR's rejection of
  your e-signature on the beneficiary form.
  
  As specified on IBKR website, “Only **-based Individual accounts, Joint
  accounts that are Tenants with Rights of Survivorship or Tenants by Entirety,
  and Individual IRA Account **ers with a single account or multiple linked
  accounts can access the Account Inheritance page. From the Account Inheritance
  page which **-based Individual accounts and Joint accounts that are Tenants
  with Rights of Survivorship or Tenants by Entirety can set up a Transfer on
  Death and Individual IRA Accounts can add beneficiaries”.
  
  Clients need to designate a beneficiary through Client Portal's Account
  Inheritance page (Settings > Account Configuration), complete all required
  information. Clients are requested to print the Transfer on Death Agreement,
  read it carefully, sign it, and send it back to IBKR.
  
  A review of your account activity since February 05, 2025 indicates the
  following:
  
  On February 5, 2025, at 17:52:12 ET you contacted IBKR via live chat
  requesting assistance to designate a beneficiary to your account as you were
  unable to access the page on Client Portal. A representative informed you that
  your country of legal residence was listed as ***** and the option to add a
  beneficiary is only available for **-based clients. When you stated that you
  have been living in the ** for six years, the representative assisted you with
  steps to update your country of legal residence.
  
  On February 05, 2025 at 18:29:20 ET you submitted a request to update your
  country of legal residence. On the same date at 18:29:24 ET, the aforementioned
  request was processed.
  
  On February 12, 2025 at 14:12:36 EST you submitted a request to designate
  a beneficiary on your account.
  
  On February 17, 2025 at 00:53:35 ET IBKR sent you a notification via Email
  and Message center. In the notification IBKR informed you that Transfer on
  Death Agreement cannot be accepted as document is missing applicant or relevant
  parties valid signature.
  
  On February 20, 2025 at 14:57:22 ET you contacted IBKR over telephone
  regarding the email you received about rejection Transfer on Death Agreement. A
  representative informed you that an original handwritten ("wet")
  signature is required on a printed copy of the document.
  
  On March 04, 2025 at 22:21:52 ET you submitted the signed Transfer of
  Death agreement. On March 06, 2025 at 00:51:14 ET, IBKR sent you communication
  via email and message center, confirming that Interactive Brokers LLC has
  received your completed Transfer on Death Agreement. Kindly note, account title
  is updated to reflect the current transfer on death designation.
  
  Based on the above, it appears that IBKR's actions with respect to your
  account activity were in accordance with IBKR's standard policies and
  procedures. 
  
  Regards,
  Krishna
  IBKR Client Services

• Initial Complaint

  Date:02/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached 2 files********* * ********) that shows part of a **** **** that IB(Interactive Brokers) issued and part of a related dividend report. The issue is that a stock that I held during 2024, ****, had a dividend that was coded by IB as "ordinary dividend, not qualified". I believe this dividend should be coded as "Qualified" for my 1099 and related documents. I did not sell this stock during 2024 and still hold it today. It was subject to a ******* ****** transaction where approximately 10% of the company was split off, which created another company(****). I did not sell either of these stocks, so the holding period should revert back to the original purchase of **** by me over two years ago. My records, which IB seems to agree on this point, currently show both positions as having a long term capital gain. Therefore, the dividend in question should be coded as "Qualified".
  
  I have attached a third file*********** which shows a screenshot of my recent message in the IB message center similar to the one above and the IB "response". Their AI bot response was as follows, "This answer is generated by our AI assistant and, despite best efforts, may contain inaccuracies or be off point. If you prefer human assistance, please reply to this ticket with additional details and a customer service representative will assist you....." This makes no sense and, as shown on the attached , I sent a couple of more messages in this thread and IB made no response whatsoever.
  
  This is unacceptable to me and their AI bot's message that says their response "may contain inaccuracies or be off point" is the only part of their response that makes any sense. I am filing this BBB complaint partly to make the point that customers should not be guinea pigs for their AI bots. The other part is to correct the 1099, which I believe they are responsible to report all items accurately as this is necessary for federal tax filings.

  Business Response

  Date: 03/05/2025

  Interactive Brokers LLC ("IBKR") submits this response to your correspondence filed with the Better Business Bureau, in which you state that IBKR incorrectly classified dividend information on your 1099.

  As you were advised on February 26, 2025, via web ticket ******, the classification of Not Qualified may have to do with the nature of the dividend that the company is paying.  We rely upon our third-party tax reporting service to guide us on the nature of the dividends.  Should you wish to provide information from the company that clearly states the dividend should be treated otherwise, the IBKR tax department will gladly review it.

  Regards,
  IBKR Client Services
  

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  

  I would first like to note that in the IBKR response they cut off part of their response in the web ticket where they noted that, "I
  do apologize for the delay in getting you a response to your ticket."  Please note that this delay was approximately 2 weeks, and in this response, they essentially say they will not do anything about it until I get proof.  They also completely ignored my complaint about the "help" that their AI Bot gave me.  Nevertheless, what follows is the information that I have obtained and have provided to settle this issue:

  Attached
  is my correspondence from **** Investor Relations along with their contact
  information. They indicate that the dividend in question is Qualified.
  Furthermore, this individual indicates that in his personal account with
  ****(**** ** ******* ******* *****) that his dividends on his personal holdings
  were indicated as Qualified. If **** can get it right, then so should you guys.
  So, it is time for you to actually do something, and that something is, as you
  have promised, correct the 1099 on this account with the correction that I have
  previously noted. 

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I complaint against IBKR for worst customer service ever.
  The human touch is essential yet they have gone AI to my disappointment and loss of time.
  I wish that IBKR Would Call me, close my account or provide service in a humanly respectful way.
  You can't just take the money, keep said money and then put us on hold.
  
  sincerely

  Customer Answer

  Date: 02/18/2025

  COMMUNICATION DIRECT WITH IBKR IS NEARLY IMPOSSIBLE, IF YOU HAVE NO COMPUTER OR SMART PHONE.

  AFTER MANY PHONE CALLS, REACHING A REAL HUMAN BEING HAS FAILED.

  I WISH TO ACCOMPLISH CERTAIN TERMIAL TASKS--CLOSE THE ACCOUNT AND OR...

  I NEED NOW--AS I DID LAST YEAR--TO HAVE A PERSONNEL WITH AUTHORITY AND KNOWLEDGE IN ORDER TO HELP ME EXECUTE SUCH A SIMPLE REQUEST.

   

  SINCERELY,

   

   

   

  Business Response

  Date: 03/18/2025

  **** *** ******** 

  Interactive Brokers LLC ("IBKR") submits this response to the complaint filed with the Better Business Bureau regarding service received by IBKR.

  By way of background, IBKR is a self-directed online broker that provides trade execution and clearing services to its customers.  IBKR clients are responsible for all investment decisions and for initiating all account activity including trades, transfers, opening accounts and closing accounts via the IBKR platform.  Information on how to use the tools provided by IBKR are available on the IBKR website and via IBKR Customer Service which offers 24 hour weekday support via phone, chat or web ticket.

  IBKR strives to provide quality customer service and deems anything less as a poor reflection on IBKR.  We regret if your experience was unsatisfactory.

  Regards,
  IBKR Client Services
  

   

  Customer Answer

  Date: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  WHILE I DO APPRECIATE THEIR METHODOLOGY... I HAD COME TO REALIZE THAT IN TIMES OF URGENCY THEY ARE NOT READY OR WILLING.

  I LOOK FORWARD THAT IN THE NEAREST FUTURE WE WILL ALL BE ABLE TO ACCOMPLISH THAT ONE SIMPLE TASK I HAD REQUESTED MORE THAN 2 YEARS AGO... AND THAT IS TO TRANSFER A ONE ACCOUNT FROM HITHER UNTO THITHER...

  Sincerely,

  
  
  
  * *******

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to log into my Interactive Brokers brokerage account. The IB "Online Security Code Card" does not work. No live person is available to answer a phone query. Phone tree directs questions to the website, and of course the website instructs that questions are answered via the phone.
  
  Can not use their help or support menu items because IB requires the account number to process query, and I can not retrieve the account number because the website prevents me from logging in. There is no help, because there is no communication; all queries are redirected in endless loops. No one responds via phone or email or any other method of communication
  
  Phone number says they will call you back, but waiting for weeks now.

  Customer Answer

  Date: 02/18/2025

  Have contacted IB by phone and resolved this complaint.

  Thank you for the service you provide

   

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Interactive Brokers for help. I am placed on hold for greater than 30 minutes. Their website is difficult to navigate and they don't have an actual "chat" option but rather an Ibot that cannot answer my questions. I need to resolve the issues I am having ASAP and close this account afterwards. Worst experience ever. I'm staying on hold and let you know if they ever answer. Currently it's been 36:25 minutes

  Business Response

  Date: 02/20/2025

  Dear *** ******* ******,
  
  Interactive Brokers LLC
  (”IBKR”) received correspondence dated February 7, 2025 from the Better
  Business Bureau (“BBB”), regarding your poor customer service experience with
  our firm.
  
  IBKR apologizes for your
  unfortunate experience. IBKR strives to provide excellent customer service.
  Please accept our apologies if, at that time, our service level did not meet
  your expectations. Our records indicate a representative responded on February
  19, 2025 to ticket number 821807 created on February 7, 2025. We apologize for
  the delayed response to your query.
  
  For future inquiries,
  please note IBKR offers 24-hour customer service each business day via regional
  Customer Service Centers located through-out *******, ****** and ****. IBKR
  provides a variety of methods to get assistance and information including FAQs,
  phone support, secure inquiry/trouble ticket, chat, and email submitted through
  our website. We encourage our customers to refer to the "Tips for Best
  Service" page at ************************************************************* on the IBKR website for IBKR's recommended form of
  contact and estimated response time for a variety of request types.
  
  For further information
  regarding the IBKR Customer Service Centers hours of operation, please refer to
  the following: ****************************************************************
  
  Please do not hesitate to
  contact us if you have any additional questions.
  
  Regards,
  Raquel
  IBKR Customer Service
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise a complaint regarding the unexpected and unexplained compliance review on my account, which began on January 23, 2025. The handling of this matter has caused me significant inconvenience and frustration.
  
  On January 23, I discovered that my account had been placed under compliance review without any prior notice or reasoning provided. I was also unable to deposit funds into the account. Despite this, I promptly complied with all requested documentation and submitted the requirements on the same day.
  
  On January 24, I followed up by calling your customer service team to escalate the review process. I was assured that my case would be prioritized, yet as of today, January 27, my account is still on hold.
  
  This issue is now impacting my ability to access funds that were already in the account. Specifically, I am attempting to withdraw over $4,000, but the process remains in limbo. I have made multiple attempts to resolve this matter through emails and phone calls, but nothing has been resolved, and I have received no meaningful updates.
  
  I find this lack of communication and resolution unacceptable. I request immediate action to resolve the following:
  
  1. Provide a clear explanation of the reason for the compliance review.
  
  
  2. Expedite the review process and remove the hold on my account.
  
  
  3. Enable the withdrawal of my funds without further delay.
  
  
  
  Please respond to this complaint promptly and confirm when my account will be fully operational. If the issue remains unresolved, I may consider escalating this matter further.
  
  Thank you for your urgent attention to this

  Business Response

  Date: 02/03/2025

  Dear *** ********
  
  Interactive Brokers ("IBKR") is responding to your correspondence to
  the Better Business Bureau ("BBB") submitted on January 27, 2025. In
  the correspondence you state your account was subject to a compliance review.
  Upon receipt of your correspondence, the IBKR Complaints Department reviewed
  the facts and circumstances surrounding your complaint and provides the
  following response.
  
  Broker-dealers are highly regulated entities and as such are required to comply
  with local regulations. As part of IBKR's ongoing compliance your account was
  reviewed and additional documents were requested. The review process has been
  completed and your withdrawal was processed on February 3, 2025. Please see
  your account activity statement for details.
  
  Based on the above, it appears that IBKR's actions with respect to your account
  activity were in accordance with IBKR's standard policies and procedures.
  
  Regards,
  Ayana
  Interactive Brokers

  Customer Answer

  Date: 02/10/2025

  Dear Ayana,
  
  Thank you for your response regarding my complaint. While I acknowledge that my withdrawal has now been processed, I remain dissatisfied with the handling of my case.
  
  I understand that broker-dealers must comply with regulations, but my concerns lie with the lack of transparency and communication throughout the review process. My account was restricted without prior notice or clear reasoning, and despite my immediate compliance with your requests, my ability to access my own funds was delayed for over ten days.
  
  Additionally, I had to escalate the issue multiple times, yet I received no meaningful updates until after I submitted a complaint to the Better Business Bureau. This lack of responsiveness and prolonged restriction of funds is unacceptable for a financial institution.
  
  I would appreciate a formal response addressing:
  
  1. Why my account was flagged for review in the first place.
  
  
  2. Why there were no timely updates despite my multiple inquiries.
  
  
  3. What steps IBKR will take to improve communication and avoid similar situations for clients in the future.
  
  
  
  Please confirm receipt of this message and provide a formal response. If this issue remains unresolved, I may consider further escalation.