OANDA order not executed

swingpips99

Recruit
Messages
9
Hi all,

Currently trying to reach out to an OANDA Client Experience associate to ask them why a recent position taken on January 3rd, 2019 00:23:32 (MT4 server displays Cairo Time) did not execute upon hitting Take Profit at 00:39:00 Cairo Time/17:39:00 EST. I had sent them 2 emails last week, as well as spoke to a representative who went by the name of Chloe. She informed me the inquiry would be addressed within 3 business days. It has now been 3 business days and the issue has not been addressed. It's near impossible to get a hold of someone through chat or phone unless you wait more than half an hour.

I have been trading with OANDA for approximately 3 years with my corporate account and individual accounts and have made thousands of transactions with them. They have garnered ample revenue from my side throughout these years via their spreads, yet cannot tell me when they are able to get back to a concern I have dealing with a question relative to a non-executed trade. This is due to extremely high volume and not enough support. Below is a chat transcript I had today:

Jochen (1/7/2019, 1:01:06 PM): Thank you for contacting OANDA. My name is Jochen. How may I help you today?
Me (1/7/2019, 1:01:21 PM): hi
Jochen (1/7/2019, 1:01:35 PM): Hello Holden
Me (1/7/2019, 1:02:00 PM): Hope you're doing well. I have a question about my account and a position that was not executed last week.
Jochen (1/7/2019, 1:02:24 PM): Okay
Me (1/7/2019, 1:02:39 PM): I have sent the front desk 2 emails and spoke to a client support specialist, who informed me the inquiry would be addressed within 3 business days.
Jochen (1/7/2019, 1:02:43 PM): How can I help you here
Me (1/7/2019, 1:02:56 PM): It has now surpassed 3 business days and no response
Jochen (1/7/2019, 1:03:10 PM): the email is with us
Jochen (1/7/2019, 1:03:25 PM): The responsible agent will respond back to you asap
Me (1/7/2019, 1:03:27 PM): I'm currently calling OANDA and have been on hold for more than 30 minutes.
Jochen (1/7/2019, 1:03:47 PM): Due to the holidays we have had less staff on and the volumes have been intense
Jochen (1/7/2019, 1:03:50 PM): My apologies here
Me (1/7/2019, 1:04:01 PM): Please do so. I've been a customer for 3 years and find your service wonderful.
Jochen (1/7/2019, 1:04:38 PM): Understandable
Me (1/7/2019, 1:05:05 PM): I'd hate to post on FPA and rant about customer service, but that position was the largest profit on a single position in this account. It's very important to me to maintain the trust. Thanks Jochen.
Jochen (1/7/2019, 1:05:34 PM): you can rant if you wish sir, this is your good right
Jochen (1/7/2019, 1:05:47 PM): the email is with us and we will take care of your concern
Me (1/7/2019, 1:06:11 PM): I know, but I'd like to speak with someone to find the reason as to why my trade wasnt executed before I do so.
Me (1/7/2019, 1:06:13 PM): Thanks
Jochen (1/7/2019, 1:06:33 PM): We will take care of your email sent to us
Jochen (1/7/2019, 1:06:45 PM): and will get back to you asap
Jochen (1/7/2019, 1:07:00 PM): thank you for your great approach today
Jochen (1/7/2019, 1:07:06 PM): I appreciate it highly sir
Me (1/7/2019, 1:07:14 PM): Thanks again Jochen. Have a wonderful day.

Afterwards, I asked Jochen if I could get a ballpark estimate into when the inquiry could be addressed. He could not provide me with one and soon thereafter, without asking me if I needed anything else, ended the chat abruptly. Once a customer support representative picked up via phone after 42 minutes on hold, he told me the same but was more cordial.

Attached is a screenshot of my trade wherein the position was not executed alongside their historical spreads. The horizontal blue line on MT4 representing the TP level is clearly indicated and the price action on the pair displays that it surpassed this price. Looking at the historical spreads on the OANDA website which you can see attached, there was more than enough room for the pair to be executed.

To be honest, this is the first issue I've had with their business and hope it will be resolved in a timely manner. They have always been very fair as to trade execution personally speaking, but this is something that needs to be addressed. It's probable they will tell me there was a price differential between the MT4 platform and their platform, and if this is their response, I will no longer be using their services as this is not the fault of the customer.
 

Attachments

  • AUDUSD Short TP Unaccounted for by OANDA Broker.jpg
    AUDUSD Short TP Unaccounted for by OANDA Broker.jpg
    244.4 KB · Views: 5
  • Historical Spreads.jpg
    Historical Spreads.jpg
    93.8 KB · Views: 5
Hi all,

Currently trying to reach out to an OANDA Client Experience associate to ask them why a recent position taken on January 3rd, 2019 00:23:32 (MT4 server displays Cairo Time) did not execute upon hitting Take Profit at 00:39:00 Cairo Time/17:39:00 EST. I had sent them 2 emails last week, as well as spoke to a representative who went by the name of Chloe. She informed me the inquiry would be addressed within 3 business days. It has now been 3 business days and the issue has not been addressed. It's near impossible to get a hold of someone through chat or phone unless you wait more than half an hour.

I have been trading with OANDA for approximately 3 years with my corporate account and individual accounts and have made thousands of transactions with them. They have garnered ample revenue from my side throughout these years via their spreads, yet cannot tell me when they are able to get back to a concern I have dealing with a question relative to a non-executed trade. This is due to extremely high volume and not enough support. Below is a chat transcript I had today:

Jochen (1/7/2019, 1:01:06 PM): Thank you for contacting OANDA. My name is Jochen. How may I help you today?
Me (1/7/2019, 1:01:21 PM): hi
Jochen (1/7/2019, 1:01:35 PM): Hello Holden
Me (1/7/2019, 1:02:00 PM): Hope you're doing well. I have a question about my account and a position that was not executed last week.
Jochen (1/7/2019, 1:02:24 PM): Okay
Me (1/7/2019, 1:02:39 PM): I have sent the front desk 2 emails and spoke to a client support specialist, who informed me the inquiry would be addressed within 3 business days.
Jochen (1/7/2019, 1:02:43 PM): How can I help you here
Me (1/7/2019, 1:02:56 PM): It has now surpassed 3 business days and no response
Jochen (1/7/2019, 1:03:10 PM): the email is with us
Jochen (1/7/2019, 1:03:25 PM): The responsible agent will respond back to you asap
Me (1/7/2019, 1:03:27 PM): I'm currently calling OANDA and have been on hold for more than 30 minutes.
Jochen (1/7/2019, 1:03:47 PM): Due to the holidays we have had less staff on and the volumes have been intense
Jochen (1/7/2019, 1:03:50 PM): My apologies here
Me (1/7/2019, 1:04:01 PM): Please do so. I've been a customer for 3 years and find your service wonderful.
Jochen (1/7/2019, 1:04:38 PM): Understandable
Me (1/7/2019, 1:05:05 PM): I'd hate to post on FPA and rant about customer service, but that position was the largest profit on a single position in this account. It's very important to me to maintain the trust. Thanks Jochen.
Jochen (1/7/2019, 1:05:34 PM): you can rant if you wish sir, this is your good right
Jochen (1/7/2019, 1:05:47 PM): the email is with us and we will take care of your concern
Me (1/7/2019, 1:06:11 PM): I know, but I'd like to speak with someone to find the reason as to why my trade wasnt executed before I do so.
Me (1/7/2019, 1:06:13 PM): Thanks
Jochen (1/7/2019, 1:06:33 PM): We will take care of your email sent to us
Jochen (1/7/2019, 1:06:45 PM): and will get back to you asap
Jochen (1/7/2019, 1:07:00 PM): thank you for your great approach today
Jochen (1/7/2019, 1:07:06 PM): I appreciate it highly sir
Me (1/7/2019, 1:07:14 PM): Thanks again Jochen. Have a wonderful day.

Afterwards, I asked Jochen if I could get a ballpark estimate into when the inquiry could be addressed. He could not provide me with one and soon thereafter, without asking me if I needed anything else, ended the chat abruptly. Once a customer support representative picked up via phone after 42 minutes on hold, he told me the same but was more cordial.

Attached is a screenshot of my trade wherein the position was not executed alongside their historical spreads. The horizontal blue line on MT4 representing the TP level is clearly indicated and the price action on the pair displays that it surpassed this price. Looking at the historical spreads on the OANDA website which you can see attached, there was more than enough room for the pair to be executed.

To be honest, this is the first issue I've had with their business and hope it will be resolved in a timely manner. They have always been very fair as to trade execution personally speaking, but this is something that needs to be addressed. It's probable they will tell me there was a price differential between the MT4 platform and their platform, and if this is their response, I will no longer be using their services as this is not the fault of the customer.
First of all, invite the company by using invite company option to your thread. And if you unable to locate the option then this thread "Tutorial: How to Invite a company to your thread." will help you to find out.
 
You are most welcome :)

FxMaster,

Oanda informed me earlier this week they would provide an answer by today. Before advising me they would reply this week, they told me it would be addressed within 3 business days, which was last Monday.

That being said, I’ve still received no answer. Moreover, when there have been delays they have not updated me. I’ve sent a company invite and it doesn’t look too promising considering past actions. Any other method to grab their attention though this platform that reaches a wider audience?

Throwing around dates to customers and not abiding by them is quite irresponsible for such an established company. It shouldn’t be this difficult for a well-run business to address an issue such as this and it shines light upon the inept approach of both their client support and their trading investigation team.
 
Customer Support replied and the response was worse than expected:

'Case Number: 00820589
Case Subject: Fwd: AUDUSD Short - Hit TP but Unaccounted for by OANDA Broker

Thank you for contacting OANDA.
We apologize for the delay on this matter, we understand your inquiry concerns a take profit for a sell trade AUD/USD 25,000 units (0.25 lots) at 0.69741 with take profit at 0.67232.
A take profit order is an order that is linked to an open trade and created with a price threshold. The order will be filled (Closing the trade) by the first price that equals 0.67232 or worse than the threshold. With OANDA there is no manual inversion, and nothing coded to monitor any client's open trades and associated stop levels, so when a stop level is hit a stop loss order automatically executed. Firms in our sector offer on dynamic spreads, which are more reflective of the market. In a more elaborated note dynamic spreads tend to widen at certain times, such as mark open/close, around news announcements, during market volatility and when trading is very thin, slippage can become a factor to all basic targets.
Please be advised that the candlestick chart on MT4 platform is based on bid price. As it is a take profit on your short position, your position will be closed at the market ask price (Buy price). Thus, on the screenshot you provided, you are looking at the bid price.
I've included the screenshot with the chart based on the ask candlesticks where you can see that your take profit was not triggered. The lowest ask was 0.67325 and you set up a take profit at 0.67232.
Please let us know if you have any further questions.'

She responded by directing me to a screenshot of a totally different trading platform with substantially different price points, unrelated to the matter that had been addressed. She mentions the ask price and is making the excuse it wasn't enough to cover the take profit. That may be the case on her platform she showed me but it's not the case on the platform I trade using OANDA and was not the platform I was asking about.

I clearly indicated in my first email to her that the historical spreads from their own website shows the spread was more than enough to take profits on the trade in question and the screenshot I had sent her validated this, including the ask price having more than enough room to close out and take profits on the position. She ignored it and referred to an unrelated platform. I'm finished with these guys. They are either careless or intentionally deceiving and after being a dedicated customer for years, I do not appreciate the run-around/lack of execution. Is there any way to bring this to a wider audience FxMaster?
 

Attachments

  • Response with Different Prices, Chart, and Platform.jpg
    Response with Different Prices, Chart, and Platform.jpg
    343.6 KB · Views: 2
Showing bid/ask spread that she conveniently ignored. Tread carefully with OANDA everyone. I may be missing something but it seems they are either aloof or willfully deceiving.
 

Attachments

  • AUDUSD Bid Ask.png
    AUDUSD Bid Ask.png
    45.3 KB · Views: 2
I’ve lost my patience with their customer service and withdrew my funds. They are always short-staffed and have to continually apologize. They refused to address my inquiry in an honest manner and only provided an inept response.

Their customer support (Natalie) responded to my snapshot by sending her own snapshot of a different platform that shows far different bid/ask pricing and Lows than the snapshot I had sent them. There was no explanation she provided as to why these bid/ask spreads are different. The excuse she tried to provide was that MT4 displays the bid, while their fxTrade platform can display the ask. That’s as far as she went. I guess it’s too bad I wasn’t using their fxTrade platform that conveniently shows different pricing for my order not to execute. Not only for their ask prices, but their bid prices as well.

To reiterate, this is a very misleading company as their response doesn’t address the fact that OANDA MT4 also displays the ask price and I’ve always utilized the option to do so. Moreover, after showing her OANDA’s historical spreads on that time interval when the trade was supposed to be executed (they provide this data on their website and you can see this in the attached image above) alongside the price on OANDA MT4, it clearly should have executed.

Any company that provides this type of approach to such an inquiry is misleading customers. I wasn’t trading on the platform she provided me a screenshot with, which had different bid/ask prices for the currency pair that was being addressed. She never explained why these prices and spreads were different. Their historical spread at that time interval alongside the OANDA MT4 data I had sent proves they HS no way out of providing me a response to the issue at hand. They are telling me a different story than the hard data sent to them. Customer support at OANDA is totally short-sighted and uninterested. Any client support representative would know this is a very important issue to address. I asked her specifically about the platform I was trading on that OANDA provides as well as showing her their own historical spreads and providing crystal clear, vivid snapshots with data in pipettes (0.00001).

Long story short, they know they are one of the only choices for US clients and therefore do not care to provide timely responses for customers who have been loyal users of their services over the years. In fact, they can’t explain why their prices are different on the same account but for different platforms, and resort to showing me totally different pricing data, one not related to the issue at hand. Moving all funds to Interactive Brokers. Better spreads and far better customer support. Not to mention their platform is one that displays one bid/ask spread, not multiple variations through different platforms like OANDA.

For those trading with OANDA, if you have a question as to why your trade was not executed and provide them with all the evidence that it should have been, expect an irrational response from their customer support and some shady schemes that do not directly answer your concerns.
 
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