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: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.

• Initial Complaint

  Date:01/17/2025

  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've used ibkr for several (3-4?) years and haven't had any problems. On 1/6/25, after their website forced me to transition to some new logon procedure...somewhere in that transition, my account was locked. Typically this shouldn't be a big deal; you call the help service and they unlock the account...except now they won't. After spending several hours talking to ibkr, getting the runaround and indulging them with a selfie and copy of my drivers license...twice...on 1/7, they STILL won't give me access to MY account, or tell me why they won't! I have over 2M in this account. All I want is an adult at ibkr to do reasonable diligence and unlock my account so I can close it out before they do something more nefarious! Thanx

  Business Response

  Date: 02/13/2025

  Dear Mr. Willard,
  
  Interactive Brokers LLC (“IBKR”) is responding to your correspondence to the Better Business Bureau (“BBB”).  In your correspondence, you state that you were unable to log in to your account after the IBKR website changed its login process to implement Two-Factor Authentication (“2FA”) on your account.
  
  IBKR is committed to protecting your account and your account assets from fraudulent practices. To provide you with the highest level of security, IBKR uses a Secure Login System with 2FA to help protect your account. 2FA serves to confirm your identity at the point of login by using two security elements: 1) Your username and password combination and 2) a passcode accessible through a device you have.
  
  2FA is provided at no charge through the use of a free physical device or a software application (such as IB Key, available through the IBKR Mobile app, or a Mobile Authenticator app). 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.
  
  On January 07, 2025, at 10:04:54 ET you telephoned IBKR stating you were unable to logon to your account after enrolling in IB Key. An IBKR representative attempted to assist you by troubleshooting the steps to logon with IB Key. As verification was needed to further assist you, the IB representative asked you to submit Proof of Identity (POI) documents, where it was found that your account title on record at IBKR and the name on the POI documents you submitted do not match. In response, the IBKR representative asked you to submit POI supporting documents to match the account name on file, where you disclosed you do not have any government issued POI to match name on file.
  
  During the review, IBKR noted you were contacted multiple times to complete the video verification to verify your identity. However, you were unwilling to complete the verification for us. IBKR wishes to remind you the verification process is essential to ensure the security of your account from potential risks or fraudulent activities.
  
  On January 28, 2025 IBKR contacted you to complete the verification, where you were successfully verified and assisted with steps to logon your account. Thereafter, you were successfully able to logon your account.  IBKR apologizes for any inconvenience that its additional security procedures may have caused.
  
  Regards,
  Krishna
  IBKR Client Services

• Initial Complaint

  Date:01/13/2025

  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.

  Have been trying to pull my final $8000 from the account of my deceased husband AND THEY ARE MAKING IT CLOSE TO IMPOSSIBLE. Sent all the required Doc they requested, first by email, but that was too blurry. THEN SENT DOCs "SIGNATURE REQUIRED" to home office and it was signed as received. They say they can't find them. They say they're investigating and calling back BUT NEVER DO AS WE ARE NOW CALLING EVERY DAY!! They are making money ON MY MONEY but they don't allow me to benefit if it's under $10,000. THEY ARE HOLDING ME HOSTAGE and i must find a way to take Legal Action even if they are in *******.

  Business Response

  Date: 02/05/2025

  **** *** ****** ***********

  Interactive Brokers LLC (“IBKR”) submits this response to your January 13, 2025 correspondence to the Better Business Bureau, Inc. (BBB). Therein, you complain of your inability to withdrawal the account balance from the account owned by your deceased husband, ***** **********.

  Foremost, 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.

  On December 16, 2025, IBKR received notification Mr. ***** ********** was deceased and sent an email to you, the decedent’s wife, with a list of the required documents to update the account. On January 13, 2025, IBKR’s Estate Processing group confirmed receipt of the required documentation. On January 23, 2025, IBKR issued a check to the Estate of **** **********.

  Again, IBKR apologizes for your negative experience and any inconvenience as a result.
  
  Regards,
  Raquel
  IB Client Service

  Customer Answer

  Date: 02/06/2025

  
  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,
  
  ****** **********

  Customer Answer

  Date: 02/06/2025

  Actually, i said i was satisfied because i finally got my check. The delays and slow Customer Service were actually unacceptable and they were probably making Interest Income on my $8000 without giving me any of that profit while delayed.

  I will close this issue by your requirement to say "i am satisfied" but the "Apology Tour" always provided by disappointing Customer Service is just to attempt to smooth over incompetence and apathy.

  I have seen MANY scathing REVIEWS of this similar poor Customer Service at Interactive Brokers so, again, the Apology Tour is basically a joke.