Sorry to hear people are having problems with this. As you wait for an IG reply, I can confirm that I have an ISA and my trading last month has automatically given me the £3 UK and free US commission rates this month. I don't think the charges info on the IG website is clear enough but my understanding is that ONLY UK share trades count towards the 3 trades needed to qualify for lowest commission the following month. So, is it possible that either of you have traded mostly US shares and not met the 3 UK trade minimum? Just a thought, which I hope might shed some light. If not, I trust IG staff will respond soon. They do let themselves down sometimes with slow replies to client queries.