Resolved - Problem with FxOpen

xiuchun yang

Private
Messages
9
Moderator note: This issue was completely resolved. The FPA thanks FxOpen's representative for his actions that completely corrected the problems Xiuchun Yang encountered.

Dear,

my fxopen account:124748
Invest password:8tScogp
Please check my accounts to prevent FXOPEN delete my account



My Fxopen account is 124748. I deposited 989.60 by LR at 2008.12.11 11.07. And then I traded, please check the following screenshot:

Then I open total 50 lots orders , please check the following screenshot:


And my account reached about 120k USD, but then I can not close my orders at around 2008.12.11 23:00.

I called the phone on the contact us Page of FXOpen mini & micro forex broker - forex services - forex trading but no one answer my call. Then I log to the LIVE SUPPORT to get help. Their supporter told me can let finance close my orders manually, but I wait for more than 12 hours, my orders still do not be closed .The following is the record:
7:24 PM xiuchun yang


maya is there

7:24 PM Maya
yes sir

7:24 PM Maya
Im still waiting

7:24 PM xiuchun yang
my account is 124748

7:25 PM xiuchun yang
my position is not closed yet

7:25 PM Maya
here were no responce yet

7:25 PM Maya
I know

7:25 PM xiuchun yang
why I CAN'T CLOSE MY POSITION

7:26 PM xiuchun yang
WHY????????????

7:26 PM Maya
there were no responce yet, from person who can close it instade of u

7:26 PM Maya
sorry

7:26 PM Maya
I can do nothing by now

7:27 PM Maya
all the information was given

7:27 PM xiuchun yang
maybe your company hope my blanance to 0!

7:28 PM Maya
sorry,sir, its not my fault

7:28 PM xiuchun yang
what i can do is just see my blanance change to 0

7:28 PM xiuchun yang
ok ,I HAVE SEE,you are a good man

7:29 PM xiuchun yang
but you have nothing to do

7:30 PM xiuchun yang
can you tell me how can i do now

7:30 PM xiuchun yang
what can i do now?



11:14 PM Achmad
Hi

11:15 PM xiuchun yang
hi

11:15 PM xiuchun yang
my account 124748 ,when can I close my position?

11:15 PM Hanna
Hello, how can i help YOu? :)

11:15 PM xiuchun yang
I have send 4 mails to finance@fxopen.com

11:16 PM xiuchun yang
I can't close my position

11:16 PM xiuchun yang
do you know?

11:17 PM xiuchun yang
are you know that?

11:18 PM Hanna
Sir, please, describe step by step what you do to close your position?

11:18 PM xiuchun yang
ok,24hours ago ,I can't trade

11:19 PM xiuchun yang
then I contract with your company several times

11:19 PM Hanna
Please, say what you do to close your position

11:19 PM Hanna
what do you press in the Meta Trader and when it fails

11:19 PM xiuchun yang
I can't close my position

11:20 PM xiuchun yang
> Dear finance and IT department: > Please check my account 124748 , I have opened orders but I can > not trade for about 24 hours. Please check and solve it for me。 > I am a professional forex trader, I trade several months at fxopen > and always ok, I do not have any problem between us. Otherwise I > will complain on the cocent place. > Notice: I have record all the history > Regards > Yangxiuchun Hello, as we told you we are checking it. -- Best regards, FXOpen

11:20 PM Achmad
maybe there's a lag in your connexion?

11:20 PM xiuchun yang
it's the mail wiht your finance department

11:20 PM xiuchun yang
no,

11:21 PM xiuchun yang
the finance anseer me "as we told you we are checking it. "

11:22 PM xiuchun yang
you can see my account,I have open 50lots

11:23 PM xiuchun yang
if the equity change to 0,who can who afford that?

11:24 PM xiuchun yang
" ORDER IS ACCEPT" FOR MORE 10 MINUTES

11:24 PM Achmad
try to change server sir, or logout then login again & try

11:25 PM xiuchun yang
sir,I HAVE try 3 network,3 computer many many times

11:25 PM xiuchun yang
I give you my account and password ,you try it yourself please

11:25 PM Hanna
Ok, sir, I suggest that you deinstall your Meta Trader and download it again from our site - and try to close your position afetr that
11:27 PM xiuchun yang
no use,MY ib try it too ,the same mt4,he can trade in his account ,but can't trade my account

11:27 PM Hanna
Please, delete your meta trader and then download a new one from the site

11:27 PM Hanna
And then try to close your order again

11:27 PM xiuchun yang
please trust me ,no use

11:28 PM xiuchun yang
you can try it with your mt4

11:28 PM Achmad
No need sir. leave your email here. we will contact you soon about the problem. yangxc1977@yahoo.com , right ?

11:29 PM xiuchun yang
I have tell several my friends try trade with my account ,all can not trade

11:29 PM xiuchun yang
yes

11:29 PM xiuchun yang
yes

11:29 PM xiuchun yang
please help me,thank you very much

11:29 PM xiuchun yang
now I HAVE 84000 usd, if I can

11:29 PM Achmad
ok we will contact you soon, I'm forwarding your issue :)

11:30 PM xiuchun yang
if I can't close my position,maybe i 'LL lost them monday

11:30 PM xiuchun yang
thank you very much

11:32 PM Hanna
Sir, wheb you have wriytten to finance@fxopen.com - did you tell the ticket number of the order you want to close
11:32 PM xiuchun yang
yes

11:33 PM xiuchun yang
I have do it,but they have not close my position

11:33 PM xiuchun yang
5 hours passed

11:33 PM Hanna
Ok,what is the ticket number of the order you want to close?

11:35 PM xiuchun yang
please waiting

11:35 PM xiuchun yang
i'll write it now

11:36 PM Hanna
ok
11:37 PM xiuchun yang
8059149 2008.12.11 15:18 buy 5.00 eurusd 1.3208 0.0000 0.0000 1.3377 0.00 0.00 0.00 8 450.00 8060066 2008.12.11 15:35 buy 5.00 eurusd 1.3234 0.0000 0.0000 1.3377 0.00 0.00 0.00 7 150.00 8060883 2008.12.11 15:57 buy 5.00 eurusd 1.3246 0.0000 0.0000 1.3377 0.00 0.00 0.00 6 550.00 8062993 2008.12.11 16:55 buy 5.00 eurusd 1.3256 0.0000 0.0000 1.3377 0.00 0.00 0.00 6 050.00 8064931 2008.12.11 17:49 buy 5.00 eurusd 1.3239 0.0000 0.0000 1.3377 0.00 0.00 0.00 6 900.00 8066387 2008.12.11 18:35 buy 5.00 eurusd 1.3262 0.0000 0.0000 1.3377 0.00 0.00 0.00 5 750.00 8067093 2008.12.11 18:44 sell 5.00 usdjpy 91.85 0.00 0.00 90.92 0.00 0.00 0.00 5 114.39 8067109 2008.12.11 18:44 sell 5.00 usdjpy 91.85 0.00 0.00 90.92 0.00 0.00 0.00 5 114.39 8067122 2008.12.11 18:44 sell 5.00 usdjpy 91.84 0.00 0.00 90.92 0.00 0.00 0.00 5 059.39 8067353 2008.12.11 18:48 sell 5.00 usdjpy 91.92 0.00 0.00 90.92 0.00 0.00 0.00 5 499.34

11:39 PM xiuchun yang
8059149,8060066,8060883,8062993,8064931,8066387 all 5.0 lots buy eur/usd

11:39 PM xiuchun yang
8067093,8067109,8067122,8067353 all 5.0lots sell usd/jpy

11:40 PM xiuchun yang
please help me close all of them

11:40 PM Hanna
YOu mean all of them?

11:40 PM xiuchun yang
yes, all 30lots eur/usd and 20lots usd/jpy

11:41 PM Hanna
All youк trades are running good profit right now,

11:41 PM Hanna
Areyou sure you wnt to close them?

11:42 PM xiuchun yang
yes,but I CAN'T CLOSE THEM,HOW CAN I DO

11:42 PM xiuchun yang
surely ,i want close all of them,thank you very much

11:43 PM xiuchun yang
you can close them at any price,I just need close all of them

11:45 PM Hanna
Ok, sir, e-mail finane@fxopen.com with your ID documents so that we can verify you, and tell about the problem and enter ALL ticket numberes of the orders you want to close
11:45 PM Hanna
The IT department and the manager will check your account and solve the problem

11:45 PM xiuchun yang
ok ,thank you very much

11:45 PM Hanna
welcome

11:46 PM xiuchun yang
I MAIL IT just now

11:49 PM Hanna
ok

11:52 PM xiuchun yang
I have send the email,when can they do it

11:53 PM xiuchun yang
can you inform then about it?thank you

11:53 PM Hanna
tomorrow or later today

11:55 PM xiuchun yang
tomorrow?monday ? maybe my balance is change to 0 if the position is not closed

11:58 PM xiuchun yang
you know I have 50lots position

12:00 AM Hanna
Sir, i do not think any thing can de dome earloer


Then I tried to contact with the finance by finance@fxopen.com the following is the emails between us:

> From: FXOpen <finance@fxopen.com>
> To: xiuchun yang <yangxc1977@yahoo.com>
> Sent: Friday, December 12, 2008 9:36:17 PM
> Subject: Re: 124748 can't trade for 24 hours
>
> Hello xiuchun,
>
> Friday, December 12, 2008, 8:31:18 AM, you wrote:
>
> > Dear finance and IT department:
> > Please check my account 124748 , I have opened orders but I can
> > not trade for about 24 hours. Please check and solve it for me
> > Regards
> > Yangxiuchun
>
>
> Hello,
>
> thank you for informing us. We'll check it with IT department.
>
> --
> Best regards,
> FXOpen mailto:finance@fxopen.com



> From: FXOpen <finance@fxopen.com>
> To: xiuchun yang <yangxc1977@yahoo.com>
> Sent: Friday, December 12, 2008 9:49:49 PM
> Subject: Re: about 124748
>
> Hello xiuchun,
>
> Friday, December 12, 2008, 8:33:36 AM, you wrote:
>
> > Dear finance and IT department:
>
> > Please check my account 124748 , I have opened orders but I can
> > not trade for about 24 hours. Please check and solve it for me。
> > I am a professional forex trader, I trade several months at fxopen
> > and always ok, I do not have any problem between us. Otherwise I
> > will complain on the cocent place.
> > Notice: I have record all the history
>
> > Regards
> > Yangxiuchun
>
>
> Hello,
>
> as we told you we are checking it.
>
> --
> Best regards,
> FXOpen mailto:finance@fxopen.com



> From: FXOpen <finance@fxopen.com>
> To: xiuchun yang <yangxc1977@yahoo.com>
> Sent: Saturday, December 13, 2008 12:18:37 AM
> Subject: Re: 124748 ,when can I close my position?
>
> Hello xiuchun,
>
> Friday, December 12, 2008, 9:49:25 AM, you wrote:
>
> > dear,
> > when can I or you close my position? if you check my account,ok
> > ,no problem,but please close my position now,ok? if my equity change to 0,who
> afford that?
>
>
> > Regards
> > Yangxiuchun
>
>
>
> Hello,
>
> we are working on solving your problem.
>
> --
> Best regards,
> FXOpen mailto:finance@fxopen.com
 

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xiuchun yang

Private
Messages
9
Please log to my account and record the datas so that can proof for me if fxopen delete my orders or accounts
Account: 124748 Investor's Password:8tScogp
 

xiuchun yang

Private
Messages
9
Att: I have withdrawed $24000 by bank wire at 12/12/2008 6:55:58 AM。 Till now, this withdraw do not be processed.

99 12/12/2008 6:55:58 AM ---- -24000.00 USD Wire True Pending
 

Wiseman75

Recruit
Messages
5
So sorry to hear that

may be you can try alternative way, you can try to close your order from another country , ask someone you trust....to prove that it;s not the internet connection problem of your country.
 

xiuchun yang

Private
Messages
9
Dear everyone:
Please keep it in your mind,I am not a forex beginner, I am a professional forex trade. I have tried all the methods which can use to close my orders. It obviously the problem of Fxopen. And I contacted with LIVE SUPPORTER, finance@fxopen.com manager@fxopen.com monarch@fxegypt.com.
LIVE SUPPORT informed me to supply the order number to let finance close my orders manually, but till now 3 work days passed, no any progress.
My account is 124748, invester's password:8tScogp
Please log to check my account.
And I withdrawed $24000 last Friday, till now still pending. I hope that Fxopen can arrange someone to solve my problem soon.
And also hope Forexpeacearmy can help me to check and record my account datas.And help me to process my problems
 

Wiseman75

Recruit
Messages
5
tell to the world

Dear everyone:
Please keep it in your mind,I am not a forex beginner, I am a professional forex trade. I have tried all the methods which can use to close my orders. It obviously the problem of Fxopen. And I contacted with LIVE SUPPORTER, finance@fxopen.com manager@fxopen.com monarch@fxegypt.com.
LIVE SUPPORT informed me to supply the order number to let finance close my orders manually, but till now 3 work days passed, no any progress.
My account is 124748, invester's password:8tScogp
Please log to check my account.
And I withdrawed $24000 last Friday, till now still pending. I hope that Fxopen can arrange someone to solve my problem soon.
And also hope Forexpeacearmy can help me to check and record my account datas.And help me to process my problems

you must inform the case to the world, you can join forex-tsd to spread it out
 

fxfrench

FXOpen AU Representative
Messages
392
Hello FPA

We are concerned that our client was inconvenienced by delays caused in fixing his problem.

This account is to be blocked for 24 hours to investigate what happened.

Our client tried many times to close his positions, but an unforseen technical error prevented this from happening. We will fully investigate the reasons and fix the problem in his account and the two other clients who were affected.

Mr Yang's positions will be closed from the first time he requested us to close them giving him approximately $50,000 - $100,000 in profits. No orders will be deleted and all withdrawal requests will of course be honoured.

On behalf of the FXOpen management I would like to publicly apologise to Mr xiuchun Yang for any inconvenience caused and we want him to know that we value him as a good client of FXOpen.

Regards...
 

AsstModerator

FPA Forums and Reviews Admin
Messages
5,489
I can confirm that FPA Member Fxfrench is an official representative of FX Open and that he is working on fixing the problem.

I think I can name more than one broker that sent reps into our forums who were far less cordial with client complaints. I am very happy to see that FX Open takes a more open and direct approach to dealing with client issues.

It looks like FPA Member Xiuchun Yang's issue should be fixed soon. I hope he'll report back here and tell everyone how things worked out.
 

xiuchun yang

Private
Messages
9
Thanks for FPA, I have got the $24000 withdraw, now waiting for Fxopen to solve my prolbem. so that can close the opened orders
 
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