October 16 2012 - SmarttradeFX disabled my Forex trading account.

[Dirkvs]

About 12 hours ago SmarttradeFX disabled my Forex Trading account. An email to technical@smarttradefx.com was returned undelivered. The home website SmartTradeFX - Forex | CFD was just now not available. There was just now still an active connection to the trading server, but account is disabled.
What must I do to recover my funds if there are serious problems? Thanks to FPA.

 

[Dirkvs]

SmarttradeFX still offline

About 12 hours ago SmarttradeFX disabled my Forex Trading account. An email to technical@smarttradefx.com was returned undelivered. The home website SmartTradeFX - Forex | CFD was just now not available. There was just now still an active connection to the trading server, but account is disabled.
What must I do to recover my funds if there are serious problems? Thanks to FPA.

It is now about 20 hours since my FX account with SmarttradeFX was disabled, and it is still disabled. When trying to login to the main website, my login is rejected and the site is still Offline. Also no email response when contacting info@smarttradefx.com. Waiting for response from customerservice@smartradefx.com.

 

[BigT1]

It is now about 20 hours since my FX account with SmarttradeFX was disabled, and it is still disabled. When trying to login to the main website, my login is rejected and the site is still Offline. Also no email response when contacting info@smarttradefx.com. Waiting for response from customerservice@smartradefx.com.

My check of the Broker website from the link you provided seems to work just fine. They probably had a server outage.
Confirm you are now able to connect to them.
.
Anthony Ingrassia, CTA
NFA ID#: 0278164

 

[Pharaoh]

Looks fine to me too.

Restart MT4 and see if you can get control of your account or not.

 

[Dirkvs]

SmarttradeFX had a server upgrade - and I did not know about it

Looks fine to me too.

Restart MT4 and see if you can get control of your account or not.

Thanks for the advice. I restarted MT4 but still the same problem.

Then I noticed an email response from support@smarttradefx.com that informed me of their server upgrade.

I checked my emails but could not find any notification of this upgrade.

Any case, I must re-install MT4 with new account number, new server name and new password.

Thanks to all FPA heroes.

 

[BigT1]

. . . Then I noticed an email response from support@smarttradefx.com that informed me of their server upgrade.
I checked my emails but could not find any notification of this upgrade . . .

Hello Dirkvs,
If the email notice was sent after they went down for a scheduled change, that is bad form on their part.
If you just failed to notice a pre-announcement of a scheduled change, that's a horse of a different color.
Please advise us of how much notice was actually provided.
In addition, provide notice and a link to this thread to the firm and ask them to address this fumble.
.
AI

 

[Dirkvs]

SmarttradeFX email notification history

Hello Dirkvs,
If the email notice was sent after they went down for a scheduled change, that is bad form on their part.
If you just failed to notice a pre-announcement of a scheduled change, that's a horse of a different color.
Please advise us of how much notice was actually provided.
In addition, provide notice and a link to this thread to the firm and ask them to address this fumble.
.
AI

Thanks for the follow-up.
I checked again for server upgrade notification emails from customerservice@smarttradefx and support@smarttradefx regarding the server upgrade of 14/15 October 2012. There are none in my Inbox with up to 12 month old messages as well as Delete folder which has up to 3 month old messages. I have not checked in my Gmail Spam as yet - do you want me to do that? The first response was on 17 October from support@smarttradefx.com in answer to my 16 October email to customerservice@smarttradefx.com regarding my Disabled trading account. In this email I was notified of my new account details and she mentioned that it seems that I did not receive their upgrade notification email. I still have a notification email from customerservice@smarttradefx.com of 14 June 2012 warning about market volatility. On the 18 October from support@smarttradefx.com I was asked if I could logon to my account, did I receive the latest emails, that they tried to contact me on my landline but it was busy, and that I must please update my post on FPA. I already stated to STFX that I only heard about this upgrade from the 17 Oct email. Please explain more about the fumble notice that you suggest?

 

[SmartTradeFX]

SmartTradeFX Help

Hello Forex Justice Fighters,
We wanted to follow up with the thread and let you know we have made contact with Dirkvs.
His situation has been resolved.
We tried calling him after we noticed the post as we were unsure if our emails were getting through or not but it turns out the phone number we had was incorrect by a few digits. We now have the correct number and a back up email address for the client.
We appreciate you guys keeping us on our toes. And we assure you we will always service you with honesty and integrity.
Best regards!
SmartTradeFX Support

 

[BigT1]

Hello Forex Justice Fighters,
We wanted to follow up with the thread and let you know we have made contact with Dirkvs.
His situation has been resolved.
. . . We appreciate you guys keeping us on our toes. And we assure you we will always service you with honesty and integrity.
Best regards!
SmartTradeFX Support

Hello SmartTradeFX,
Thank you for addressing the issue here and for your avowed commitment to integrity.
We all could benefit from more such vendors.
Though I appreciate that any one client can have a unique communications issue, I suspect that this was truly a managment oversight in not notifying anyone in advance.
Could you address whether this was a unique issue, or were all your clients so affected?
Thanks for living up to your namesake in getting out in front of this.
We are here to applaud good behavior whenever we find it, just as vehemently as we fight against the scoundrels