u/Equivalent_Catch_233

Has anyone else noticed that Interactive Brokers support became substantially worse recently with AI?

1. The chat option on the website does not connect you to a human, you can chat only with AI. When you try to request a human operator it responds "Visit our website to get contact information for Customer Support"!
2. When you call the support line 1-800..., they do not give you any options to speak to an operator and instead advise you to search for answers yourself ("three of five questions are answered there"), then ask for your account number, advise you to create a support ticket and then simply hang up! As I understand, they won't accept a call if you do not have an open support ticket now?
3. To submit a support ticket, you need to go through a maze of AI interactions before you can even submit a ticket, pressuring you at every step to be happy with the canned AI answers.
4. OK, if you finally submitted your ticket, at the end of the submission process there is a button "chat with us" which DOES NOT WORK. It opens a tab with an error. I tried to submit two tickets in two different browsers, and both times it did not work and the button disappears the moment you clicked on it so no second tries!
5. Finally, after an hour or so I received a response, and GUESS WHAT - it was from a damn AI instead of a human agent!

And if you wonder if the response was helpful - it was obviously NOT.

Now the put a message in the email that if I want to get a human to answer, I should reply to this AI slop email; I did exactly that and still waiting for a response from a human agent.

So bottom line is, no more interactive ways for support, neither chat nor phone is available, and only messages are available.

I am shocked at how much the IBKR support tanked just in a matter of months. Even in January I spoke to multiple humans and solved all issues both via the chat and over the phone, and now I cannot connect to a human on neither of those channels.

UPDATE: I am talking specifically about the Canadian support

Has anyone else noticed that Interactive Brokers support became substantially worse recently with AI?

1. The chat option on the website does not connect you to a human, you can chat only with AI. When you try to request a human operator it responds "Visit our website to get contact information for Customer Support"!
2. When you call the support line 1-800..., they do not give you any options to speak to an operator and instead advise you to search for answers yourself ("three of five questions are answered there"), then ask for your account number, advise you to create a support ticket and then simply hang up! As I understand, they won't accept a call if you do not have an open support ticket now?
3. To submit a support ticket, you need to go through a maze of AI interactions before you can even submit a ticket, pressuring you at every step to be happy with the canned AI answers.
4. OK, if you finally submitted your ticket, at the end of the submission process there is a button "chat with us" which DOES NOT WORK. It opens a tab with an error. I tried to submit two tickets in two different browsers, and both times it did not work and the button disappears the moment you clicked on it so no second tries!
5. Finally, after an hour or so I received a response, and GUESS WHAT - it was from a damn AI instead of a human agent!

And if you wonder if the response was helpful - it was obviously NOT.

Now the put a message in the email that if I want to get a human to answer, I should reply to this AI slop email; I did exactly that and still waiting for a response from a human agent.

So bottom line is, no more interactive ways for support, neither chat nor phone is available, and only messages are available.

I am shocked at how much the IBKR support tanked just in a matter of months. Even in January I spoke to multiple humans and solved all issues both via the chat and over the phone, and now I cannot connect to a human on neither of those channels.