The series of outages in December caused PnL issues for me. I submitted a ticket and was told to expect a response in 20 days. This date has come and gone. Whenever I contact customer service they tell me the ticket is in progress and that I just need to reply to the ticket. They also tell me it is a separate team handling compensations so there is no information that they can give me. However, my replies to the compensation team never get any acknowledgement. Anybody else have a similar experience and what are my options?
IB's website has, at the very bottom of their homepage, an overview of their subsidiaries and the financial regulator that each subsidiary adheres to. What you can do is to inform IB that you will submit a formal complaint to the regulator of the subsidiary where you have your account. Give them one day to respond. If no response, do submit your complaint and inform IB that you have done so.
Also I think having an outage at IB and your P/L is not their problem. Trading is risky and being able to execute a trade is one of the risks. It is not like retail purchasing.
The reason I think it is their fault is that this pertains to orders that were already submitted and held on exchange. The market then traded at a level that would have filled the orders during the outage. When the dust settled, Instead of receiving a fill I got a cancellation (the market had also subsequently moved). So either 1) the order wasn't actually held on exchange when they had told me it was or 2) it was and the PnL was absorbed by IB. Either case pertains to dishonesty and not just a "risk to execute" A further thing to mention is that all throughout this period IB's status pages said that all systems were working fine. Nothing was mentioned anywhere for hours. (Users on twitter were the only indication that something was amiss)