Problem Squared Financial Services Limited

[ABV]

To Head of Complaint...

I repeat my question:

Tell me, please, am I alone who saw and try such spread at the night June 24?

 

[ABV]

To Head of Complaint...

I repeat my questuon:

Update:

Trades executed on the client's account, as a result of momentarily wide bid ask spread (about 6 seconds), were cancelled last week and the client was refunded. last week, for all losses resulting from his stop orders being triggered.

I'm afraid to put you in an awkward position when will prove that you're lying.
Tell me, please, would you like to revise your statement?

 

[ABV]

To Head of Complaint...

I repeat my question:

Tell me, please, did you receive my bank details?
Did you repatriate my funds?
You don't send emails to me, that's why I'm here.

 

[ABV]

To Head of Complaint...

I repeat my question:

why did you cancel disputable trades if they were market, legal and regular?

And one more, please.

How many times during 6 or 8 years of your existance you have had a spread more than 200 pips (4 digits)?

And we'll talk about everything else after that.

And we'll talk about everything else after that.

 

[ABV]

Dear Sirs,

Couldn't you, please, wait an answers of Head of Complaint... to my questions written above?
It seems to me, he goes away the answers.

I would like to confirm this again.

I ask simple questions and would like to get simple answers instead of a half-page and/or full-page hollow words for which does not cost anything, in my opinion.

Dear Head of Complaint... If you have difficulty to answer all the questions, you do not trouble yourself, your silence is more eloquent than your words.

 

[Master Yoda]

The wide spread lasted a few seconds, and the client was reimbursed within about 2 days. I was in Paris at the time of the event, but jumped on the issue and the investigation immediately upon my return to Dublin and ordered to reimbursement of the client.

The client was able to trade at all times, without interruption.

Obviously, I cannot divulge information detailing aspects of the client's account.

Listen if it took you two days to reimburse the client and during this time he couldn't trade because he didn't have enough to trade I would say he might have a case here.
If he had enough to trade then his case would be weak in my opinion.

 

[ABV]

I will describe the chronology of the events. GMT is minus 4 hours with Moscow time (hereinafter MT).
24/06/2013 21:03 GMT (is equal 25/06/2013 01:03 MT) – widening of spread
25/06/2013 01:32 MT – as soon as I was able to breathe and I stopped to catch at my heart - I sent my first letter to SFSL “What the hell is going on?”, with title “horror” (this was the most accurate description of my situation), see the attached file “2506 1=32 out”.
25/06/2013 02:31 MT – my second letter to SFSL, see the attached file “2506 2=31 out”.
25/06/2013 03:22 MT – the first letter from SFSL “don't worry, everything will be fine in the morning”, signed by David, Senior Sales and Trading of SFSL, see the attached file “2506 3=22 in”.
25/06/2013 03:33 MT – my answer “OK, I'm looking for...”, see the attached file “2506 3=33 out”. And I fell asleep, taking horse dose of sedative.
25/06/2013 04:27 MT – the second letter from SFSL, “Hi, Are all deals at 21.34/35 ok??”, from David, see the attached file “2506 04=27 in”. It means he woke up and began to look of what happened, because he asks about the events after widening of spread
25/06/2013 04:46 MT – the third letter from SFSL, “Hi, can you call or email please??”, from David, see the attached file “2506 4=46 in”. It means he understood he understood the enormous scale of of what happened in reality.

Moscow morning, nothing happened.

25/06/2013 10:18 MT – my answer “Hi David, what do you mean?”, see the attached file “2506 10=18 out”.
25/06/2013 11:33 MT – almost 10,5 hours after widening of spread - my letter “I'm waiting for your explanation and ready to listen of your proposals”, see the attached file “2506 11=33 out”. I sent it to David, Jeff – Managing Director of SFSL and to the trading desk. I was ready to hear their plan of actions.

I waited all day, then all night.
But I waited in vain.
The next morning, too, nothing happened.

26/06/2013 09:37 MT – 42,5 hours after widening of spread – I sent the first complaint to all known directors and to all known email addresses, see the attached file “2606 9=37 out”.
26/06/2013 09:43 MT- understanding that I still have not received any response, assuming the worst scenario and using one more email address, I sent the second complaint to all known directors and to all known email addresses, see the attached file “2606 9=43 out”.
26/06/2013 09:43 – SFSL-robot-mailer told me, that he don't know 3 addresses of 6 directors of SFSL. It means the rest of the company should already know about my problem, see the attached file “robot mail 2606 9=43 in”.
26/06/2013 18:52 MT (14:52 GMT) – I am writing an innocent email to the trading desk as a usual new client from email address that is not known in SFSL before: “Hello, May I ask a question?”, see the attached file “2606 18=52 out”.
26/06/2013 22:32 MT (18:32 GMT) - Jeff, Managing Director, is answering me as a new client: “What is your question?”. OK, Jeff, I caught you.
26/06/2013 23:10 MT – I'm answering to Jeff “thank you for reply” and sending the complaint in the 3rd time.
In fact, until this moment I did not know - are they alive, healthy, doing business or sudden and total disaster happened to them.

That's all.

Some files you can see in the next posts.

 

[ABV]

I think if it was a ridiculous mistake, the company had to do the following: immediately restore all positions at the same time when the mistake was found by David, i.e. in 2-3 hours after 21:03 GMT. It should be done immediately, even it needs to wake up half of the company, including all directors.
Quotes allowed to do so.
Then company has to send me a letter like this “Relax, buddy. Here's your ticket to Acapulco, take a rest, improve your health, nerves and heart, and 0 commission rate for the rest of your life will wait of your returning. Are you happy?” or something similar with apologies, it doesn't matter.

It would be a dignified behavior for a dignified company.

Instead, the company hides head in the sand and pretend that nothing happened.

Some files you can see in the next posts.

 

[ABV]

In the last year, when company wanted to clarify some details about my transfers to your company, she called me a few times and sent SMS.

How many calls did company make me when she began to decide the fate of my money?

No one.

How many SMS did company send me when she began to decide the fate of my money?

No one.

In the attached file named “Phone calls” everyone can see the list of calls from June 24 till June 30. This is a phone number which is registered as my number in SFSL. Do you see any incoming calls or SMS from Ireland? As for me I don't see them.

 

[ABV]

In the attached file named “Mail box” you can see the list of incoming messages. Do you see any messages dated June 24-30? I don't see too.