RESOLVED - FXPRIMUS: Slippage of SGD650 caused by server error

[Ibrahim Adam]

How much was the loss due to this slippage?

 

[FXPRIMUS Support]

Dear Seeking Recourse,

We have since followed up on ticket HLH-566-53328 with an updated audit. Please revert back to HLH-566-53328 once again for our most up to date response. You may also find our most recent response below:

"Hello {Identity Concealed},

Please note that we have revisited your audit for order number: 28368974 and note the following:

Two bars were missing due to a lost feed hence why you were filled to buy at 11494 as this was the next available price once the feed was back up.

The following resolution has been taken:

Trade has adjusted order 28368974 to break even thus incurring no P/L. A new trade has been placed with the opening price of 11461. You may recall that when entering a buy trade, you are entering on the ask price; the ask price is always above the bid price (chart price). While you mentioned trying to buy at 11460, the actual spread was 11460/11461 hence the opening price of 11461.

We hope this resolution is agreeable to you. With your permission we would also like to post the follow up response in this thread as we aim to maintain transparency in dealing with matters such as these. Note that the post would exclude any personal information regarding your account. Please confirm for approval.



Warm regards,
FXPRIMUS Support"

Should you have any further comments or concerns, please feel free to respond to ticket HLH-566-53328 and we will kindly assist you.

 

[Ibrahim Adam]

Dear Seeking Recourse,

We have since followed up on ticket HLH-566-53328 with an updated audit. Please revert back to HLH-566-53328 once again for our most up to date response. You may also find our most recent response below:

"Hello {Identity Concealed},

Please note that we have revisited your audit for order number: 28368974 and note the following:

Two bars were missing due to a lost feed hence why you were filled to buy at 11494 as this was the next available price once the feed was back up.

The following resolution has been taken:

Trade has adjusted order 28368974 to break even thus incurring no P/L. A new trade has been placed with the opening price of 11461. You may recall that when entering a buy trade, you are entering on the ask price; the ask price is always above the bid price (chart price). While you mentioned trying to buy at 11460, the actual spread was 11460/11461 hence the opening price of 11461.

We hope this resolution is agreeable to you. With your permission we would also like to post the follow up response in this thread as we aim to maintain transparency in dealing with matters such as these. Note that the post would exclude any personal information regarding your account. Please confirm for approval.



Warm regards,
FXPRIMUS Support"

Should you have any further comments or concerns, please feel free to respond to ticket HLH-566-53328 and we will kindly assist you.

I respect your transparency and the care for your clients.

 

[Seeking Recourse]

Thank you for your kind assistance. The trade has been adjusted from a loss of around SGD 650 to around SGD 160. The difference in amount has been refunded into my account and is currently pending withdrawal.

 

[Master Yoda]

Thank you for your kind assistance. The trade has been adjusted from a loss of around SGD 650 to around SGD 160. The difference in amount has been refunded into my account and is currently pending withdrawal.

Good news, good luck.

Do updated us on the withdrawal.

 

[Seeking Recourse]

Withdrawal has been successful. Thread can be archived. Thank you.