Probably it isn't a conspiracy but a simple matter that everyone is authorized to reply to a compliment, but a problem must be handled and there are few people at IB to do that. As a practical matter, I've found that IB customer service is not so bad if you find the right person, however that is very difficult and few IB staff have the authority to do anything ... which leads to much of the poor service. An interesting situation that IB could easily solve if it wants to.