I have not read this whole thread. I've only read the original post. I'm not an IB customer. [LOL] I would never tolerate that kind of customer service. What you're describing is fucking ridiculous. I would have moved my account elsewhere long ago.
Yes, my experience with IB support is horrible. I reported various bugs and issues with detailed explanations and steps of reproduction. They haven't been fixed after waiting months. I received no reply for some of the tickets. I don't even know whether they have read it or not. The online chat is buggy. The chat session sometimes got cut off suddenly after long wait and a representative finally came. I had to re-enter and wait again. It is very frustrating. I reported to them but they don't care to fix it.
Totally feel you on the frustration with unhelpful support—especially when you need real answers, not robotic scripts or endless wait times.