Problem FIGfx problem

[stevesmain]

computer problems

R

While it may be possible a computer problem. We shall see.

If they make good on the trade, 60 pips would be acceptable & reasonable as a profit.

Then we will be able to say they do have good service!

But they have to have a very good reason! The station will disconnect at times and that would be a computer problem. To disable an account because it has a winning trade???

PS. a business mans lunch over 2 hours?

May have to accept a fewer pips but the suggested amount is pretty close.

 

[RahmanSL]

Stevesmain,

That was not meant for you as I was just taking the mikey out of your situation.
I know what you going through and I am quite interested to see just how FigFX is going to “fix” your problem. I do hope you will get a satisfying solution.

All the best!

 

[stevesmain]

R

That's ok I understand were you are coming from.

This is a great opportunity for J & Fig to fix a problem!

Their demo which is working and their live accounts use the same server, the demo is still working - so were oh were is the problem?

Got to add.

Their back office has both a chart & the journal info about the trade. emailed them both.

 

[Javier Keeth]

J

Here is one for you!

I placed a pending order and the market moved in my favor. At writing I would have about 60 pips on the board. The station did not open the trade for over 15 minutes. After I attempted to contact the chat with no one there.

My account went disabled!!!

What gives???

Hello stevesmain,

Confirmed. Your account has been disabled.
FIG would like to take this case further for a second opinion by the FPA Investigation team. Please, be kind to email investigations[at]forexpeacearmy.com with your case details describing why, how and when exactly was your account disabled.

The FPA team has a certain procedure that we will have to go through together during a few days of intra-emailings. Afterwards, a conclusion by the FPA team will bo posted when the case is finally solved.

We would appreciate if you keep the case in private between you, FIG and the FPA team until a final decision is reached by the FPA team. If you are satisfied with the solution, you can come and update this thread. If not, feel free to open a new thread with any details you wish instead of digging this old one which is related to a different case by a different client.

Thank you

That’s easy…the chat room people took your account with them for safe keeping!

The chat operator did not take the account for safer bookkeeping, you are a respected member of the forums here as i've learnt so please be more adequate with your comments regarding such cases. Your other comments and suggestions are very welcome indeed.

 

[stevesmain]

contact

J

I am at a loss as to why the account was disabled at all!!!

I am amazed that you did not send an email directly to me about some supposed issue? You have my contact info.

Please outline your concerns to me!!

As you say here all we usually have to do is communicate and you are not doing very well with me!!

To disable any contact via chat is bad form! You ought to in the very least have emailed me with your concerns.

I will fill the FPA in about this as you request.

 

[Javier Keeth]

J

Thanks for the quick reply,
When a case is taken into private investigation by the FPA team, it is much better for both parties to keep it off public boards as we will both have to reveal account numbers, screenshots, positions, EA strategies and probably even accounting information relevant to the case.

We have gone through similar cases with the FPA team, and all the information we had to chow them was always safe and well protected, so we feel more comfortable working with them instead of long and useless public forum arguing that will just bring you a 100 more different opinions that will just make this an endless thread.

Their procedure is fast and simple, we both have to tell our stories after which they will take a couple of days analyzing the data, logs and etc.. and will finally make a final decision. If any of us refuses, the red scam label is applied Specially, that we asked for their opinion this time and it will be hard to refuse it.

In general, your issue is related to your trading strategy. And by the way, the chat operators do NOT have disable/enable permissions, that was an absolute timing coincidence. As i see in my journal, the account was banned by the risk manager in person.

Please let me summarize this case as follows:
Your trading account was blocked due to "what we think" is an undesirable trading strategy. You contacted us over the FPA public forum, and we redirected you to the investigation team. We will continue the case solving procedure as per the investigators instructions until case is solved. ETA: 3-4 working days

Have a nice day

 

[stevesmain]

trading

J

If you had concerns about my trading strategy, it would have been most appropriate to contact me by email about this.

That is the considerate and service orientated way to do things!

I have had chat discussions about trading before I opened an account so I know I was not doing anything wrong!

Again you ought to have been in touch before taking action! In the interests of good service and communication as you have stated here & the matter could have been solved readily.

 

[ernest8fingers]

?

I can barely contain myself. :hissyfit:

 

[stevesmain]

FPA email sent

J

The wheels have now started to turn. An email to FPA has been sent.

You can save some time!!

I asked on a chat session about pending orders and I saved the transcripts.

Turn the station back on, honor the trade (about 50-60 pips profit) and do not change the settings so I can trade as before. Except if you want me to use instant trading then have trades executed when clicked on and not waiting for the next price move. In the chat session I was told that the virtual dealer would take 2 or 3 seconds not the usual 6-8 or more and only after the price has moved.

I wait for Fig to do the honorable thing!

PS. many attempts were made by email & chat session (acknowledged by J that it was blocked) before posting here. Fig was exceptionally unresponsive, only wishing to deal through the FPA.

 

[Pharaoh]

The chat operators do NOT receive withdrawal instructions over chat. They suddenly dropped the connection and flagged the connection as soon as the country flag did not match the account country. Add to that, that the chat was after backoffice was closed already, so there was no possibility to check the actual request.

Considering the number of people using a VPS to trade, you might want to consider having your livechat operators be willing to talk with someone with a mismatched IP. Perhaps require the customer to provide additionl proof if ID via the chat instead of cutting them off cold. Another option would be to allow customers to give info on their VPS or VPN services so that those IP ranges could be considered valid for their accounts.

At minimum, telling the client (or suspected imposter) that the backoffice was closed and that a connection can only be accepted from the the correct country would have been more polite than just disconnecting.

Well, i did not expect you to say that; at least! FIG has no interest in blocking a whole country for one withdrawal of $700, or $400 i don't remember anymore

I was thinking more of a technical issue than deliberate blockage of a country. Take a few moments off from being indignant and have someone in your IT department take a look at this to be sure. If there is a technical issue and it's ignored, your customers (and potential customers) in India will assume that Fig is blocking them for some reason.


From what I can tell, a lot of the issues Fig is having (besides the one that Stevesmain is talking about) boil down to either poorly trained customer service reps or poorly implemented customer service policies.