parkie03

[parkie03]

This morning between 6 and 7 am your platform was malfunctioning.I placed an order to sell 1 of FTSE and was about to switch off when I noticed that ORDERS were showing 0 although MARGIN was showing £300.

I assumed I must have forgotten to hit "place order" and went back in and placed it again.But ORDERS was still showing 0 although MARGIN was now showing £600 .

I tried calling every phone number I could find for IG for half an hour but could not get anyone on the line.Eventually just before 7 I noticed ORDERS was now showing 2 so I cancelled one and got on with something else.

It cost me nothing apart from half an hour of frustration but it explained something I had previously found inexplicable.

On Friday 8 May, after logging in I was puzzled to see a loss of £28.22 on my account for a Sell trade on the US500 opened and closed after hours, as I had no recollection of having any open ORDERS on your system when I switched off  in the eveningand I always check that before logging out.

I phoned you on the 8th and spoke to a woman who said she would look into it and get back to me.

Needless to say, no one did and it remained a mystery to me though I just assumed that I must have made a mistake, though it's not one I am in the habit of making.

I had not considered the type of malfunction of your platform that I witnessed today, though it seems to me now that's the most likely explanation.

Was there any such malfunction on the 7th of May?

[CharlotteIG]

On 22/05/2020 at 15:30, parkie03 said:

This morning between 6 and 7 am your platform was malfunctioning.I placed an order to sell 1 of FTSE and was about to switch off when I noticed that ORDERS were showing 0 although MARGIN was showing £300.

I assumed I must have forgotten to hit "place order" and went back in and placed it again.But ORDERS was still showing 0 although MARGIN was now showing £600 .

I tried calling every phone number I could find for IG for half an hour but could not get anyone on the line.Eventually just before 7 I noticed ORDERS was now showing 2 so I cancelled one and got on with something else.

It cost me nothing apart from half an hour of frustration but it explained something I had previously found inexplicable.

On Friday 8 May, after logging in I was puzzled to see a loss of £28.22 on my account for a Sell trade on the US500 opened and closed after hours, as I had no recollection of having any open ORDERS on your system when I switched off  in the eveningand I always check that before logging out.

I phoned you on the 8th and spoke to a woman who said she would look into it and get back to me.

Needless to say, no one did and it remained a mystery to me though I just assumed that I must have made a mistake, though it's not one I am in the habit of making.

I had not considered the type of malfunction of your platform that I witnessed today, though it seems to me now that's the most likely explanation.

Was there any such malfunction on the 7th of May?

Thanks for your post. 

The issues described were not occurring on the 7th/8th May from my knowledge. 

The information from this post is very detailed. I urge you to send it to our client facing team at helpdesk.uk@ig.com. The phone lines are very busy at the moment but they're working through both calls and emails and will investigate this incident by checking trade history and any rejected orders. 

Hopefully they will be able to produce you with a sufficient answer. 

I do apologise if they did not get back to you after your first call. 

All the best