Resolved: FBS BROKER DELETE MY PROFIT 215000$

[FBS Official Rep]

@FBS Official Rep

So the latency/off-quotes price feed was isolated only to 2019.08.13 (August 13th). I accept this possibility. But some important questions remain unanswered:

1) Can you please attach a pdf copy of the customer agreement here? The one that was in force on or before 2019.08.13. If the attachment is bigger than 1MB, you may provide a public link here from your website (or use cloud service like google drive, dropbox, etc).

2) Can FBS elaborate in detail as to how the latency was determined? Do you have any communication from LP that details which times the latency occurs, and which trades were affected?

The journal logs and history shows that the trading style and execution times is consistent for the entire period from when trading started. The only pattern that was different was the size of the trade (it was already increasing as available account equity got bigger, like compounding). It is convenient (for FBS) that the day latency occurred was also the most profitable day for the client. 72,400/215,000 = 0.337 So about 67% of the total profit was removed/kept in FBS's pocket.

3) Did you alert all clients of this off-quotes markets condition on 2019.08.13? This thread is focused on Gayan Lakshantha, but this type of error would affect all FBS clients, correct? So where is the blog post, twitter post, or email copy sent to clients that explains the specifics of what happened that day? And what steps were taken to prevent future occurrence.

Are you also saying that all clients trading those pairs (or any pairs) on 2019.08.13 all had their profits/losses zero-ed out? If I were a trader at FBS, i would certainly want to be notified of such
incidences immediately. I wouldn't want to just login and see part of my account history gone without an explanation.

4) Is every client's execution for the same currency pairs increased? Mr Gayan also reported a sudden increase in execution times after the 72k was returned to his account. Before the execution time was around 500ms (which is close to the 400ms over 95% of trades executed with FBS) you advertise.

But now it is 2000-3000ms (2-3 seconds) average and it appears it might even increase in the future. Again, this is from the same vps and identical ping times. Perhaps you may want to update that advertisement.



Funny that I communicate with some PoP broker and they said avg turnaround time for majors among the standard mt4 liquidity pool is 10ms (+ time to/from client terminal). If the execution goes above a threshold like 150ms (which is really high under normal market conditions), they can be removed from that pool with a few clicks. And they offer finality of the trade execution (which is the whole point of using broker). But that is another thread altogether, as this is about FBS's services.



We want to be fair to both sides. If there is legitimate off-quotes situation on 2019.08.13, fbs should provide more information on how they calculated the off-quotes situation.

Even if they provide real proof that there was latency in their feed for all of 2019.08.13, This would imply that all trades made on the same day (2019.08.13) for all FBS clients would be invalid. That certainly inconveniences all FBS clients on that day. Check your email for any recent notice that was issued from FBS to clients about that day.

FPA doesn't delete threads. But it does routinely marks the title as "resolved" (and eventually locks thread from further replies) if all owed funds are returned or if a settlement is reached that both sides agree to in exceptional cases. This is certainly an exceptional case. I think the evidence on other places (youtube, facebook, etc) should remain if it is factual. But that is up to you.

Dear Mr. Joshua Graham!
We are glad to answer your questions:
Our Customer Agreement is in a free access and any client can find it on our site (https://cdn.fbs.com/docs/FBS_agreement_en.pdf).
Regarding your second question, kindly let us draw your attention to the screenshot sent by Mr. Gayan Lakshantha: http://prntscr.com/oufwhi . Mr. Gayan Lakshantha admitted himself that he knew about the lagging. This fully explains the fact why the last day was the most profitable for the client and proves our words. Unfortunately, for some reason unknown to us he doesn’t want to admit the time the issue has started (13.08.2019 around 15.00). Nevertheless, after the consideration there was taken a decision to return the bespoken 2 orders of Mr. Gayan Lakshantha as an apology for the situation at hand. We do respect our clients and always ready to debate.
As for your third question, let us inform you that all the clients who got affected by the lagging have been notified within the shortest time it has been detected. Please, kindly take into consideration that not all the clients’ trading has been affected due to different servers, different Liquidity Providers (as it has been told previously, FBS uses services of several Liquidity Providers) and different currency pairs. Mr. Gayan Lakshantha has written to our chat (as you can see from his video) right at the moment the lagging has been detected, he has got the answer from our customer support agent that we will send an official letter to his e-mail, which has been processed within the very same day in a short period of time. We may assume that you are in contact with Mr. Gayan Lakshantha so let us guess that he will be able to show you the bespoken official letter.
We didn’t receive any claims on increased time of execution at the stated period, so, increased execution time on Mr. Gayan Lakshantha’s account, as we have written you in the previous reply, unfortunately, may have several reasons and connection is not the last among them. Let us kindly disagree with the statement that the execution time has changed after the part of the orders were returned. And also, please, kindly let us repeat, that not all the clients got affected: FBS is a big broker, with numerous servers and several Liquidity Providers. This is made exactly in order to avoid such situations and so that the minimal number of clients got affected. Still 95% of the orders were executed for less than 400 ms and we do ask you not to judge about the whole company by the case of the only client. And as for your information regarding 10ms - it still doesn’t contradicts our words: as it has been written in our previous reply, statistically 95% of the orders are executed for less than 400 ms, but this doesn’t mean that it cannot be longer OR faster. We highly recommend Mr. Gayan Lakshantha to try our ECN account in case he is seeking for the fastest execution.

We will gladly send to Mr. Gayan Lakshantha an additional letter with our decision to his e-mail within a short time.

 

[FBS Official Rep]

DEAR FBS PLEASE READ I SEND LAST EMAIL . THERE IS BIG OFFER TO YOU . AFTER I GUARANTEE CLOSE THIS CASE AND I CAN DELETE FACE BOOK BAD WRITING REVIEW. AND I CAN DELETE THIS YOUTUBE VIDEO . IF THIS VIDEO SEE PEOPLE. NEVER JOIN TO FBS. THINK. AND PROTECT YOUR COMPANY .

Dear Mr. Gayan Lakshantha!
We would like to point out once again that our actions were fully justified in accordance with the Customer Agreement and you have agreed with it in your previous comments.
Nevertheless we are always by our clients’ side, please, kindly wait for an additional letter from us within a short time.
Thank you for your patience!

 

[Gayanlakshantha]

Dear Mr. Gayan Lakshantha!
We would like to point out once again that our actions were fully justified in accordance with the Customer Agreement and you have agreed with it in your previous comments.
Nevertheless we are always by our clients’ side, please, kindly wait for an additional letter from us within a short time.
Thank you for your patience!

dear fbs
sorry . some time not good working my language translation software. some time i come my friend and he language translated and say me . don’t follow my all email.

 

[Gayanlakshantha]

Dear Mr. Joshua Graham!
We are glad to answer your questions:
Our Customer Agreement is in a free access and any client can find it on our site (https://cdn.fbs.com/docs/FBS_agreement_en.pdf).
Regarding your second question, kindly let us draw your attention to the screenshot sent by Mr. Gayan Lakshantha: http://prntscr.com/oufwhi . Mr. Gayan Lakshantha admitted himself that he knew about the lagging. This fully explains the fact why the last day was the most profitable for the client and proves our words. Unfortunately, for some reason unknown to us he doesn’t want to admit the time the issue has started (13.08.2019 around 15.00). Nevertheless, after the consideration there was taken a decision to return the bespoken 2 orders of Mr. Gayan Lakshantha as an apology for the situation at hand. We do respect our clients and always ready to debate.
As for your third question, let us inform you that all the clients who got affected by the lagging have been notified within the shortest time it has been detected. Please, kindly take into consideration that not all the clients’ trading has been affected due to different servers, different Liquidity Providers (as it has been told previously, FBS uses services of several Liquidity Providers) and different currency pairs. Mr. Gayan Lakshantha has written to our chat (as you can see from his video) right at the moment the lagging has been detected, he has got the answer from our customer support agent that we will send an official letter to his e-mail, which has been processed within the very same day in a short period of time. We may assume that you are in contact with Mr. Gayan Lakshantha so let us guess that he will be able to show you the bespoken official letter.
We didn’t receive any claims on increased time of execution at the stated period, so, increased execution time on Mr. Gayan Lakshantha’s account, as we have written you in the previous reply, unfortunately, may have several reasons and connection is not the last among them. Let us kindly disagree with the statement that the execution time has changed after the part of the orders were returned. And also, please, kindly let us repeat, that not all the clients got affected: FBS is a big broker, with numerous servers and several Liquidity Providers. This is made exactly in order to avoid such situations and so that the minimal number of clients got affected. Still 95% of the orders were executed for less than 400 ms and we do ask you not to judge about the whole company by the case of the only client. And as for your information regarding 10ms - it still doesn’t contradicts our words: as it has been written in our previous reply, statistically 95% of the orders are executed for less than 400 ms, but this doesn’t mean that it cannot be longer OR faster. We highly recommend Mr. Gayan Lakshantha to try our ECN account in case he is seeking for the fastest execution.

We will gladly send to Mr. Gayan Lakshantha an additional letter with our decision to his e-mail within a short time.

i all ready using your ecn account and make high profit . this ecn account owner is my friends,, i think you dont know fbs . i give you 400 more customer.

 

[Gayanlakshantha]

Dear Mr. Gayan Lakshantha!
We would like to point out once again that our actions were fully justified in accordance with the Customer Agreement and you have agreed with it in your previous comments.
Nevertheless we are always by our clients’ side, please, kindly wait for an additional letter from us within a short time.
Thank you for your patience!

dont delete my dream , i waiting for good news.

 

[Gayanlakshantha]

Dear Mr. Gayan Lakshantha!
We would like to point out once again that our actions were fully justified in accordance with the Customer Agreement and you have agreed with it in your previous comments.
Nevertheless we are always by our clients’ side, please, kindly wait for an additional letter from us within a short time.
Thank you for your patience!

Finally, this problem can be solved.
My total profit is $ 215000. Give me 50%
(215000 $ - 50% = 107500 $ - 72400 $ = 35100 $) Give me $ 35100. I would like to close this case after your payment.
අවසාන වශයෙන් මෙම ගැටලුව විසදාගත හැක ගත හැකිය.
මගේ මුළු ලාභය 215000 $. මට 50% ක් දෙන්න
(215000 $ - 50% = 107500 $ - 72400 $ = 35100 $) මට 35100 $ දෙන්න. ඔබගේ මුදල් ගෙවීමෙන් අනතුරුව මම මේ නඩුව වසාදැමීමට කැමතී.

 

[FBS Official Rep]

Finally, this problem can be solved.
My total profit is $ 215000. Give me 50%
(215000 $ - 50% = 107500 $ - 72400 $ = 35100 $) Give me $ 35100. I would like to close this case after your payment.
අවසාන වශයෙන් මෙම ගැටලුව විසදාගත හැක ගත හැකිය.
මගේ මුළු ලාභය 215000 $. මට 50% ක් දෙන්න
(215000 $ - 50% = 107500 $ - 72400 $ = 35100 $) මට 35100 $ දෙන්න. ඔබගේ මුදල් ගෙවීමෙන් අනතුරුව මම මේ නඩුව වසාදැමීමට කැමතී.

Dear Gayan Lakshantha,

Unfortunately, you have considered our gesture of apology as a sign of your rightness, which is not the case.
This has been proven by your words: http://prntscr.com/ouynyu

In spite of the fact that the lagging has started earlier (at about 15.00 on 13.08.2019), we were ready to make a step forward and return you these bespoken two orders only as an apology for the situation even though our actions were fully justified and correct.

Unfortunately, your current demand is absolutely unreasonable therefore it will not be complied.

 

[Gayanlakshantha]

The case has been resolved. And the FBS broker solved all the FBS technical problems.

 

[Elite Forex Trader]

The case has been resolved. And the FBS broker solved all the FBS technical problems.

Did they return all?

 

[4evermaat]

Did they return all?

Actually, it is about 95% resolved. In about 2-3 days we should have finality. We are working privately on a final settlement amount. It will not be all 215k due to a real possibility of off market price. But it will resolve the most important parts of the complaint.

And afterwards, we will update everyone here. Patience is virtuous