Live Chat disabled?

I may be wrong here, but I think because the shares come byway of Interactive Brokers, on this platform we are not allowed voting rights. So I think for the merger you may not have been able to vote regardless.

It’s the same for receiving perks for owninig shares - like 10% off meals etc, we do not have this as technically T212 are the ones that got the shares given to them which we subsequently buy off of T212. Weird technicalities I think and I don’t fully know the whole lot - but thought I’d just let you know :slight_smile:

:v:

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Well thanks…it’s an interesting question. But re perks you are not right I think as I have already claimed my Gold Card as a shareholder in Accor Hotels.

I may be wrong, but all I knew from prior posts was some discounts could not be offered as there was something to do with no proof of ownership or something like that.

I’m really vague on this one - sorry :smiley:

Thankfully the merger went ahead without me :grinning:

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There are no instruments on the platform to vote in SPAC mergers, this was already discussed here during summer. You had to physically call the dedicated merger line for that.

@perrigaux In your previous post I shared the reason why our chat is currently disabled:

We understand how crucial every single inquiry is, and we’re doing our best to reply to all questions. A delay might be experienced before we reach you, though, due to the high volume.

Higher volume = inquiries from existing + new clients, so we’re doing more than fine in terms of growth, but the logical consequence of all this is a slight delay in the processing time.

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I did. Thanks for your response

This always confuses me. The services we are using are in no way free. I’ve paid over 1k this year to T212.

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Well how much do you pay to T212 for services? If you are only using Invest account then the only form of payment to T212 is that we let them lend out our shares. If you’d want to receive the money from lending yourself, you have to sign up directly at IB or any other broker who offers it and there are most likely fees and proceeds from lending are not much if you don’t have a big chunk of shares. Granted your shares are even lent out as there are a lot of investors who want to make this little extra $ from owning shares.

Banks and other more traditional brokers have fees (ranging from reasonable to expensive) which provides them with much more extra cash to spend on staff and other things. Tell me, how can you expect the same level of service from broker with no fees vs broker with fees? This is of course not an excuse for T212 to provide terrible service however we cannot expect miracles so for them to take their time to process the backlog of inquiries and answer in a few days is fine.

A delay is one thing. Broken promises by your agents and direct rudeness however is unacceptable. On Tuesday one of your agents said to me “it might be a good idea to contact us sooner next time, not the day before the vote”…I had been asking the same question for a week !

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You paid 1k in fees to T212 this year?

Yes, probably over 1k actually.

But you are talking about CFD account, right? In that case yes, there are fees and it is not free however Invest accounts have no direct cost.

Again, just because they don’t charge fee doesn’t mean you should get worse service.

They’re a financial services company aiming to be trusted with £billions assetts. Yes, they should invest more in the support and customer facing staff, or they won’t continue to be trusted with peoples money.

They’re not a charity, they’re very much making money and when they monetise the invest and isa platform in the future they’ll be making even more.

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I’d be happy to pay a platform fee, don’t know why people are so excited about 0 fee. They could charge £100 for isa and I’d still use it as the 0 fx premium is what sets them apart from any competition. They should focus on that, it saves me £1000s.

I can’t imagine how t212 could correctly “staff” for the current events we are experiencing, if hundreds of people want an answer to “why can’t I sell or buy” and fill the forum up with posts like “I’ve lost millions in the last second” and then they don’t need to contact t212 support for the rest of the year. Where does that leave all the staff brought in by t212 to answer a question that could have been asked by one person?
It would be handy if everyone could post a fault in one place on the forum in a concise manner and then the t212 team could view it and correct each persons problem rather than all of them going on support at the same time as bashing the forum and then saying “they’re understaffed”

There’s alway one isn’t there !?

If you think waiting more than a week for a serious query ( not your frivolous example) and closing Live Chat is acceptable then I guess you live in a different world to me

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Well, they could have a professional approach and put out a communication explaining what is happening, why and when they
plan to have things fixed.

What surprises me is not the issues, it’s the complete radio silence we get from them.

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What was your query?

The only trouble they’re in is scaling to support 800,000 users up from 200,000 a year ago (so I read), seems like a good problem to have. I expect they’ll get there. The trading problems earlier in the week were the fault of IB - a larger fee-charging broker so go figure. I had a share purchase delayed for 2 hours on Tuesday but as I’m investing with a time horizon of months or years this is insignificant.

I find it hard to believe that the day-traders whinging on the forums all had such great positions if only 212 were quicker. I wonder if they’ve even read the T&C stating there should be a minimum of 5 minutes before closing a position. The transaction volume from traders closing orders within minutes must be quite a burden on the system and I think it would be better to have a modest charge for this kind of trading.

I’ve had a reply to an email request this morning which took two working days which is fairly standard turnaround time for a lot of support businesses and they did this at a time where they were obviously very busy :wink: so I’m happy with that service. They actually answered my question which wasn’t straight-forward with intelligence rather than the bog-standard brush-off’s common with a lot of customer support from other businesses.

Overall the service, cost and interface is vastly superior to my experience with a previous broker (AJ Bell). I can’t wait for them to launch a SIPP product. @Team212

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