The EUR/HUF price was not moving on 2009.02.13 from 14:00 to 18:30 while I had 3 open short positions (other prices were moving, very accidental huhh?).
I was speaking with the support via live chat through the laggy period, and all they could say for this was: "Patience, make a pretension, and we will reply soon" (I already sent them a pretension but no problem for them)
And after the lagg I had a folating P/L of -$214. I wrote them to take out these postions with a zero profit/loss, because I could close them at an overall positive balance before the lagg occured and this is their fault. Nothing happened... and 2 days later I got a reply:
" Dear Sir.
We have investigated your claim.
“trade context is busy” error report generates by your terminal in the case
previous order is under processing.
When you find this error platform did not send new request to server
Because “trade context is busy”.
There were some problems with server this time but they had played no role in
this situation. "
So I had to open hedge position to protect my margin, so I opened 3 Buy orders. And you know whats the funny part of it? I got another email 6 hours later:
" Dear Sir.
We have investigated your claim.
Orders you have send to us were deleted and your
balance was recalculated.
Sorry for inconveniences. "
So the 3 Buy orders were open and the 3 Sell were closed... funny ha?
I sent them a lot of emails, spoke via live chat with the support, I wanted to take out the hedge positions too then (since they said they won't close my short positions, so I opened 3 longs, and after that they closed my short positions) and nothing happened... and I got a MARGIN CALL.....
They didn't want to recognize the problemm they said there was no lagg, and it was my fault...
A couple days later I got an email:
"Dear sir,
we apologize but we can not take in account any blackmaling issues.
If you would to get reviewing your case then please contact
chief.dealer@instaforex.com"
I wrote to him whats my problem, and he said there were no lagg on 2009.02.19.... (i have the screens and other proofs)
And he always said this:
"May be there were troubles with connection on your side.
But in this case we can not compensate your loss too according with point 7.3.2 of public offer agreement:
7. 3.2. When performing trade operations with the help of the Client terminal, the Client assumes financial loss risks that may arise later, such as:
a) Hardware, software bugs and poor connection quality on the Client’s side
b) Client’s improper use of equipment;
c) Incorrect installation of specific settings in the Client’s terminal;
d) Usage of outdated software version;
e) Client’s lack of knowledge, and lack of time to understand the instructions provided in the “Client’s terminal User Guide” and also in “FAQ: Frequently Asked Questions”.
My initial deposit was $1000, and I had an $1396 balance few days later.
That is about 40%. I think this is the reason for the lagg (and only on the EUR/HUF pair for 4 and a half hours!)
Now I have $0.71 in my account. It happened 39 days ago and I still didn't get my money back! You are thieves who can't even write correctly!
BUT I want my money! It is mine! So give it back to me!
Why don't you reply...???
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