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Overall
Mr. Kakaki,
Thank you for writing.
I have had a long discussion with the head of our dealing room, and he did confirm almost everything you entered above including all times, prices, scenario of order flow and etc.. except for one thing, that your details above did not mention in details.
You said it was closed on 92.35 instead of 92.06 as your stop loss was.
Your order was NOT closed on a wrong S/L as you mentioned, it was not closed based on your S/L at all actually.
Your order was closed on your originally placed T/P of 92.35 which you set when you initially placed the order.
<quote>
2010.06.04 14:33:10 *.*.*.* '103714': modify order #2673271, sell 1.80 USDJPY at 92.55000, sl: 92.65000 tp: 92.35000 -> sl: 92.16000 tp: 0.00000
</quote>
And as we are talking a Nonfarm-Payrolls trade here, fast price jumps in both directions is very normal.
What actually happened --"you can review your trading log"-- was that your original T/P got hit, way before the S/L.
You did, as you mentioned send 4 SL/TP modification requests to change the T/P to 91.83 and your S/L to 91.06 as you mentioned, I can confirm that.. But you can not modify an order while it is being processed by the server. Your order was being processed at the moment (being closed at T/P) when you were sending the modification requests.
This is a common setting in the MetaTrader4, which you can confirm by asking any MT4 expert. Upon processing an order of any type, and when the order is placed in the processing queue, further modifications can not be taken. You can google for "Reject modification of occupied orders" or check www.metaquotes.net for more details.
In addition, I would like to draw your attention to two pages on our website, dedicated specially for news traders and cases that arise of slippage and or price mismatch:
1: http://www.figfx.com/forex-trading/scalping-policies
<quote>
Normal vs. Abnormal Market Situations
The majority of EA’s are known to lack the proper support for hectic markets; specially when the market condition is too hectic to even catch a pattern or fulfill a specific trade order.
</quote>
2: http://www.figfx.com/about/customer-agreement
Please notice 4.1 and 4.2 which may also explain the slippage, and the way orders are filled.
PS> Please be kind not to post such descriptive messages in public forums which include names, ticket numbers, IP addresses or any other transaction details. It is always better to contact us directly and try to solve any issue that might arise. If you are not satisfied, you are free to ask for another opinion or post an online review. Please understand that we can not be gathering trade details then handling them in a professional way if they are posted in public forums.
Hint on the side:
With big news releases as the nonfram-payrolls, you can use an expert to place your trades, but it is actually much better to close/edit them manually as some EA's are known to send much modifications while your order is in progress. Such news is traded in less than a minute and needs your logic which an EA can not offer in most cases.
If you need any further help, please feel free to send us an email to the address previously given.
Sorry for the misunderstanding about your trade, and good luck in your future trades.
Overall
Dear Javier,
As you requested, I entered a chat with your support person after they could not find you on sit.
The support was inconclusive as it happens that they are mixing things up. He was talking about my take profit while what I am asking for is the amount at my stop loss.
On that day, 4th of June, I placed two successful trades which your trading platform did not credit me appropriately.
The most glaring one was my sell trade with Batch number 2673271 of 2010:06:04 at 14:30 in the currency pair USD/JPY. my entry price was 92.55.
I trailed the stop loss to 92.06 GUARANTYING ME PROFIT FROM 49PIPS as you will see if you go back through the charts.
I had my take profit at 91.83 and I was trailing the trade to lock in my profit. In the circumstance, the market did not reach 91.83 before it rose again and it hit my stop loss at 92.06
However, the platform claimed to have closed the trade at 92.35 which cannot be true because the market has since not gone near that number. It has been falling ever since.
The appropriate thing to do in the circumstance is simply to close the trade at my confirmed stop loss of 92.06. When that is done, I would be in credit of an additional 29pip. That is all I ask.
Below is a paste of the statement from that trade. I can mail the actual thing to you if you require.
Ticket Open Time Type Size Item Price S / L T / P Close Time Price Commission Taxes Swap Profit
2673271 2010.06.04 14:30 sell 1.80 usdjpy 92.55 92.06 91.83 2010.06.04 14:35 92.35 0.00 0.00 0.00 389.82
An intriguing aspect of the chat was the support man's assertion that my take profit was removed. Even though this does not matter to the questions at hand, it gives one reason to worry because I have records from my account history and statements sent by the platform to me to show that at no time during the trade did my take profit disappear.
Is it right to assume that someone is willfully tampering with the records? That scares me.
I strongly believe that resolving this issue requires someone to simply look at the chat for that trade, draw the lines at the numbers and all will be clear.
If there are other issues with the way the platform works which I am ignorant about I will be pleased to be further educated
Below is a paste of my chat with your support person.
Kolawole Sobola:
I have an appointment to chat with Mr Javier Keeth.
Welcome Kolawole Sobola, Your request has been directed to FIG Solutions's Customer Support (EN) department. Our operator will be answering your call shortly; please hold-on.
Call accepted by FIG Solutions's operator Live Operator. Currently in room: Live Operator.
Live Operator:
Hello, May I help you sir/miss?
Kolawole Sobola:
I have an appointment to chat with Mr Javia personally. If he is in the house could you link me to him please
Live Operator:
Just a moment to check if he is here
Live Operator:
In fact he isn't on his desk
Live Operator:
Tell me how can I help you sir?
Kolawole Sobola:
I placed two successful trades last Friday June 4 for which your trading platform did not credit me appropriately. I have since sent series of mals for the correction of this errors to no avail. I restate my complaints below and wish that someone would check the mails to both your support and back office groups, I copied them all
The sell trade with Batch number 2673271 of 2010:06:04 at 14:30 in the currency pair USD/JPY. ENTRY PRICE WAS 92.55. I TRAILED THE STOP LOSS TO 92.06 GUARANTYING ME PROFIT FROM 49PIPS
However, the platform claimed to have closed the trade at 92.35 which is way above my stop loss. There was even no candle activity near the 92.35 price as at 14:35 which the platform claimed. This can be clearly seen from the attached account history and when you review the trade.
My stop loss of 92.06 was hit at 14: 37. So I believe that your platform must have developed an eror which needs major corrections.
There is a difference of 29 pips amounting to an additional $539.4 that I am making my claim for in this trade
Likewise the buy trade with batch number 2671308 usd/cad that I traded before that, I am sure that I was short paid. From the lot size l used 1.8 and my calculation it should have been $17.8 worth per pip but your platform obviously used less than that I THINK $14.2 , Kindly review this trade as well and credit me as appropriate.
Kolawole Sobola:
This is a paste from the mails I sent. Please review
Live Operator:
Account number please
Kolawole Sobola:
103714
Live Operator:
Dear sir, as I can see from the journal the TP has been removed
Kolawole Sobola:
I should be suprised that that could be done. I have a copy of my statement of that trade and my TP was clearly there. Is someone playing funny?
Kolawole Sobola:
I attached that statement to the mails I sent to your back office surely it has been seen.
Live Operator:
no as I can see the TP has been removed from the same IP which is using to place the orders
In addition the close was with slippage because you are a news trader
Kolawole Sobola:
Tell me something. Who removed the take Profit, when, why, and how because you cant give me something and then say you did not give me. Records dont lie. If you give me a congent explanation slippage, yes. that will be fine but dont say the TP has been removed, it insults my inteligence
Live Operator:
We can send the journal for you to find that the TP has been removed from the same IP address of you.
Kolawole Sobola:
Please send it so I can compare. If that is so then I have reasons to believe that there is a security risk with your platform. Tomorow you will tell me that the money I have there today for which I have a valid stetement is no longer there and you will send me a statement. I am indeed surprised
Kolawole Sobola:
Ok, I see that we are mixing things up here. what I am talking about is my stop loss not take profit. The take profit was not reached but the stopp loss was reached at 92.06 and was not taken in. I hope you understand now. I am not asking for the take profit, I am asking for the stopp loss below is from the statement of that day
Ticket Open Time Type Size Item Price S / L T / P Close Time Price Commission Taxes Swap Profit
2673271 2010.06.04 14:30 sell 1.80 usdjpy 92.55 92.06 91.83 2010.06.04 14:35 92.35 0.00 0.00 0.00 389.82
Kolawole Sobola:
The trade should be closed at the stop loss 92.06 and not 92.35
Live Operator:
Within one hour the journal will be sent to your mail
Live Operator:
may I help you again ?9
Kolawole Sobola:
In fact you will see that after that news, the markrt did not get back anywhere near 92.35. I believe that you should check very well again. I will think of what next to do. You cant help me
Live Operator has left the conversation. Currently in room: Kolawole Sobola.
Overall
I just noticed from your twitter account that you have an office in Cyprus.
What's your CySEC CIF number please? I can't seem to find you on the list at http://bit.ly/btr78B but I know that's not updated often.
Overall
I like the Arthemia theme for your site. I use it myself on a couple of blogs. You should get rid of the scroll bar at the top - spoils the flow IMO. Chrome browser.
Overall
Hello Kakaki,
Thank you for the above notification. I personally have not heard anything from our team about a stuck issue with the mentioned account. I would strongly suggest you send an email to [email protected] describing your issue, and any other information that might get us moving faster. Alternatively, you can contact our live support tomorrow (Monday) after 09:00 CET and talk to an online representative, If you manage to make that live support call around 11:00 CET, I will be there already and you can ask to talk to Javier directly.
From what I see, your account is enabled, active, verified and also have funds. Please enlighten me where the problem is and I will be glad to help you solving that.
Thank you and have a nice day
Overall
Hi Javier,
I am the owner of FigFx account 103714
I appreciate the zeal with which you are carrying out your job defending and promoting you company, however you need to be properly briefed by your employers on their real modus operadi. Why do I say this? Your assertions here are at variance with the experience I am currently going through with your dealing desk/back office/support or whoever is responsible for correcting errors.
I have an on going issue (over a week) which has not been resolved, neither have your people deemed it fit after four reminder mails to acknowledge (even for the courtesy of it) that someone is attending to my complaints.
I am not one that is given to catching suspects by the elbow and will not assume that your establishment has scam/fraud tendencies.
Kindly liaise with your people and encourage them to do the needful.
Overall
Deal Elkart,
In the forex field, there is something very well known to PROs called black PR.
Companies, usually have paid people that are visiting every possible resource and leaving bad reviews about whatever possible. To make sure FIG is not attacked using these methods, we always have someone following-up with our clients and reviewers online.
Go visit some forums, see what broker representatives are doing to each other publicly - you will be amazed. :)
Overall
Nice - A broker going after his client, unhappy or not. Real pro....😉
Javier, let your other clients defend you. If you defend yourself looks a bit lack of experience-y and like you don't have much else to do, which means no clients, or you're the designated bad press handler.
Neither is desirable.
Overall
Thank you Mr. Rizal,
We are very happy to see you here on myFXBook, and even happier to see that you share the good experience.
The backoffice -as you stated- processes the majority of financial operations manually. We have strong believes that by manually checking each transaction, our system will be -hopefully- error-free.
At all stages, our top priority is customer satisfaction. We always try to follow-up with each individual issue, and always try our best to earn everybody's satisfaction. Please, feel free to contact us anytime in case any issues arise, we will be glad to help.
Have a nice day \ Javier
Overall
so far i have no problem with figfx..all transaction are manually done by backoffice so take sometime to process it.doesn't matter about that as long as i can make withdrawal 😄 i lkie their 1 pip spread
Overall
Mr. Khara (Zealot),
My name is Javier, and i am the official representative of FIG Solutions Limited Inc. (aka, FIGfx Brokers).
First, our spreads are 1 pip FIXED, at all times. Next time when you want to accuse a broker of doing something bad, try targeting something more hidden in their policies; Lying about their spreads which is usually advertised on the first page will only make your review less trustworthy.
Second, a 3sec execution time is not bad IMHO. Even on the most advanced bridges, people connecting from Japan like yourself might experience such delays. Add to this the fact that you are using a 'script-kiddy-written' EA that does not even wait an order to be opened before sending the close order request.
As for the deposit and withdrawal, please be kind to spend a minute reading your terminal's internal mail where you will amazingly find an explained schedule of how our payments and backoffice departments work. Deposits from 09:00 until 17:00 CET and withdrawals from 17:00 until 19:00 CET (Mon-Fri).
Customer support is a different issue that i will not argue about, it is stated on our website that you can connect anytime between 09:00 CET and 17:00 CET, which seems to be a little confusing for your timezone. You should have sent an email for example or read the instructions at http://www.figfx.com/support/ where it clearly how and when to connect.
And finally, your blocked account :)
After sending you 8 notifications to stop using the forbidden EA, you left us no choice but to block your account. Again, i strongly recommend to get introduced to the mailing tab in your MT4 terminal, all brokers including FIG use that to send notifications and alerts to traders. The possibility/fact that you did not read all those alerts, is not something you can blame us of.
Doubling, tripling or whatever you do with an account has nothing to do with it's status. There are plenty of traders making much more money trading decently with FIG and they never faced any problems.
Have a nice day
Overall
Don't use this broker!!!
Execution delay about 3sec is VERY bad for you. Almost spreads are from 1 to 5.
Deposit is fast. withdrawal slow. customer support open 3days in a week, open a few hours in a day. Hard to connect to OP.
And my Account blocked, because balance is double in a week.
I never saw like this broker. This broker SCAM!
