Here is my situation:
I’ve lost 424 US dollars during Non-farm payroll on 05.06.2015 since my order was autoclosed in 1 ms after opening (My order (buy USDJPY, at amount 1.70 with deposit 718.8$) was opened at 15:30:01.514 at a price 125.310 and then automatically closed at 15:30:02 at a price 124.998).
There is no information about the closure in logs. There is only information that position was opened. Position was closed automatically - i haven't seen the closure neither in MT4 terminal nor in logs The thing is - there was no such move of market and MT4 charts prove that! Hereafter I provide all my evidences.
At once I’ve tried to start the live chat and was to wait for some time during the queue. In live chat after asking my question about autoclosure of my order I was told that since the broker was experiencing technical problems I had to contact support by mail. By mail they asked to fill in the investigation form since I’ve experienced the issue during trading. By the way, at the time I've written first mail to support I still could have closed my position with 440 US dollar profit.
Then I’ve filled an investigation form, asking to provide an explanation of the situation. The answer was:
Your order was margin stopped out as a result of insufficient funds to cover the margin and the order was submitted during market volatility (non-farm payroll), there was a 110 pip spike on USD/JPY and similar movement of other pairs where prices were moving very fast with spreads widening.
Since it was a spike, I demanded to cancel the order because spike is non-market quotation (110 pips in 1 ms is anomaly) and it is common practice of responsible brokers to do that. Moreover, I asked to provide the tick chart to prove that spike. I also asked, why have this spike occurred to me and haven’t to other traders I communicate with, trading the same pair with the same broker at the same time with bigger leverages and smaller deposits. I also attached the screenshots of mt4s of these friends.
Up to now, I don’t have the tick chart and appropriate comments on this situation, moreover, after my replies my account manager said that he has another interpretation of the term spike, different from the commonly used. I’ve received a lot of mail, none answering my questions in appropriate way, ignoring my new questions arising from support replies.
I’ve contacted Live chat support, they arranged 2 phone calls to settle the issue but none of them was made.
In the last e-mail after the 3d time I asked to provide the evidences, proving the spike or either to cancel the order I was told to find evidences by myself on their servers. Is it appropriate service? Don’t think so..
I am to lodge a complaint to a FOS regulator and appeal to others, experiencing the same issue to use their rights and do the same in order to have the just settlement of an issue.
ICmarkets was the broker, all my friends-traders would advise, but not after this situation. I feel like being fooled, asking to provide trading data but receiving some random information for the third week.
I also attach my MT4 screenshot and my logs. I'll provide more info within FPA Court Submission.
What can you advise me to do to settle this issue?
I’ve lost 424 US dollars during Non-farm payroll on 05.06.2015 since my order was autoclosed in 1 ms after opening (My order (buy USDJPY, at amount 1.70 with deposit 718.8$) was opened at 15:30:01.514 at a price 125.310 and then automatically closed at 15:30:02 at a price 124.998).
There is no information about the closure in logs. There is only information that position was opened. Position was closed automatically - i haven't seen the closure neither in MT4 terminal nor in logs The thing is - there was no such move of market and MT4 charts prove that! Hereafter I provide all my evidences.
At once I’ve tried to start the live chat and was to wait for some time during the queue. In live chat after asking my question about autoclosure of my order I was told that since the broker was experiencing technical problems I had to contact support by mail. By mail they asked to fill in the investigation form since I’ve experienced the issue during trading. By the way, at the time I've written first mail to support I still could have closed my position with 440 US dollar profit.
Then I’ve filled an investigation form, asking to provide an explanation of the situation. The answer was:
Your order was margin stopped out as a result of insufficient funds to cover the margin and the order was submitted during market volatility (non-farm payroll), there was a 110 pip spike on USD/JPY and similar movement of other pairs where prices were moving very fast with spreads widening.
Since it was a spike, I demanded to cancel the order because spike is non-market quotation (110 pips in 1 ms is anomaly) and it is common practice of responsible brokers to do that. Moreover, I asked to provide the tick chart to prove that spike. I also asked, why have this spike occurred to me and haven’t to other traders I communicate with, trading the same pair with the same broker at the same time with bigger leverages and smaller deposits. I also attached the screenshots of mt4s of these friends.
Up to now, I don’t have the tick chart and appropriate comments on this situation, moreover, after my replies my account manager said that he has another interpretation of the term spike, different from the commonly used. I’ve received a lot of mail, none answering my questions in appropriate way, ignoring my new questions arising from support replies.
I’ve contacted Live chat support, they arranged 2 phone calls to settle the issue but none of them was made.
In the last e-mail after the 3d time I asked to provide the evidences, proving the spike or either to cancel the order I was told to find evidences by myself on their servers. Is it appropriate service? Don’t think so..
I am to lodge a complaint to a FOS regulator and appeal to others, experiencing the same issue to use their rights and do the same in order to have the just settlement of an issue.
ICmarkets was the broker, all my friends-traders would advise, but not after this situation. I feel like being fooled, asking to provide trading data but receiving some random information for the third week.
I also attach my MT4 screenshot and my logs. I'll provide more info within FPA Court Submission.
What can you advise me to do to settle this issue?
