Please see below the responses of HiwayFX to my complaint:
Dear Mr. Emmanuel Durojaiye,
We have completed the investigation of your request. Please find the conclusions below.
All orders you were referring to were short orders (or sell orders). The short order (or sell orders) opens by the BID price and closes by the ASK price.
The difference between BID and ASK price is called SPREAD. Our company provides a market spread to the customers so our spread is moving depending on the market conditions.
All charts in Metatrader 4 platform are made based on BID price.
If you click F8 inside MT4 the menu will be opened where you can choose to show ASK price or not.
To summarise the written above, your SELL orders were closed by the ASK price. You Can’t see the Ask price on the chart because the chart created from the Bid price.
Do not hesitate to contact us in case of other questions.
Kind regards,
Dear Mr. Emmanuel Durojaiye,
All orders you mentioned were closed without any mistakes by the ASK price. Please find the servers logs in attachment where you can see the time when your orders reached a stop out and the exact price which was on the server.
The spread at that time for EURGBP was around 460 pips. This is happening when force majeure event is happening on the market.
Unfortunately we don’t keep Ask ticks longer than 1 month. Server logs shows the exact price the server had at the time when order was closed.
Kind regards,
Complaints Department
Please I really need to be educated here; is spread not a one off cost taken once a trade position is opened, hence a negative initial trade balance? So will spread come in to play with trade positions that were opened on 5th and 6th of October, 2016, on the 7th of October, 2016; clearly a day of the last position was opened?
Complaints Department