Account Blocked Trades and Profit lost, ig error

[Citygirl]

I've had an error on my account since Friday not being able to sell, buy or use limits. Told initially was a mifid issue, however my account has been open and trading 10 mnths. So not that! Which was later confirmed. Now told its a level 2 set up issue? No response, no solution and no answers or call backs from Kieran weal (not sure spelling sorry) as promised multiple times. As a disabled trader coping with pain issue this lack of customer support is pitiful. If its a technical issue sort it? Don't leave a customer without access to their account or investments! As a disabled user I'm disgusted. Loss so far £1060 due to not being able to set a sell and trade a stock. And that's just one day's loss. 

[ArvinIG]

6 hours ago, Citygirl said:

I've had an error on my account since Friday not being able to sell, buy or use limits. Told initially was a mifid issue, however my account has been open and trading 10 mnths. So not that! Which was later confirmed. Now told its a level 2 set up issue? No response, no solution and no answers or call backs from Kieran weal (not sure spelling sorry) as promised multiple times. As a disabled trader coping with pain issue this lack of customer support is pitiful. If its a technical issue sort it? Don't leave a customer without access to their account or investments! As a disabled user I'm disgusted. Loss so far £1060 due to not being able to set a sell and trade a stock. And that's just one day's loss. 

Hi @Citygirl,

Thank you for you post. We are sorry to hear that you are having issues with IG. 

Please reach out to helpdesk.uk@ig.com. Our team will investigate the order error. If effectively the error comes from IG, I am sure that our team will find a reasonable solution to make it up any inconvenience caused.

If an error is detected it is instantly raised to the IT department to work on a fix ASAP.

All the best - Arvin


 

[Citygirl]

Thanks Arvin, finally found a gentleman to help me, he has offered a solution and fixed the account.  Im just waiting on confirmation that the difference between 2 trades will be compensated due to IG error. Thank you. That was all it needed, someone to take my call and explain what was going on rather than give me answers that seemed at times to be plucked from mid air.  It seems bad that the cs reps had no managers all day to pass this complaint to ? hope its sorted now, just working out the finer detail, thank you

[ArvinIG]

15 hours ago, Citygirl said:

Thanks Arvin, finally found a gentleman to help me, he has offered a solution and fixed the account.  Im just waiting on confirmation that the difference between 2 trades will be compensated due to IG error. Thank you. That was all it needed, someone to take my call and explain what was going on rather than give me answers that seemed at times to be plucked from mid air.  It seems bad that the cs reps had no managers all day to pass this complaint to ? hope its sorted now, just working out the finer detail, thank you

Hi @Citygirl,

We take our clients query very seriously our customer representatives are sales trader. Sometimes it takes time to identify where the issue is from and it requires need to collaboration of few teams such has the helpdesk, dealing desk, IT team or corporate actions. 

I am glad to hear that they found a solution for your problem.

All the best - Arvin