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Chat has been 'offline' for years now. You can reach the trade desk almost immediately, if necessary. Support calls, especially these days, can take hours to be answered. With COVID-19, nearly every broker has an influx of new accounts.
Your best approach is to request a call back, if you are calling support.
Yes, they are legit, just terribly understaffed. I'm not the biggest fan, but that is where we have had an account for 10+ years.
