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Was NOT able to close positions and how to recover the losses


Guest WuZ

Question

I had positions and was trying to close @ 10.00 pm (Sydney Time) to take the profits, BUT COULD NOT GET IT DONE and no one answer the calls. 

Now there is $7.5K loss. Will IG cover my loss?? Still no live chat, no calls could get through!!! 

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I had the similar problem around the similar time frame. Called IG support numbers, keeps hanging up on me, or no answer. Can’t get through. Frustrating.

I closed my position at 11.30pm syd time at profit, but the position remained open, yet my margin shows no margin - zero$, IG mkt closed the same open position again at later time at a loss, debited my account, and showed up in statement it closed the same open position twice.

Lol, how reliable is the trading platform if it can do that to your positions.

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Guest Siaolame
10 minutes ago, Rob128 said:

I had the similar problem around the similar time frame. Called IG support numbers, keeps hanging up on me, or no answer. Can’t get through. Frustrating.

I closed my position at 11.30pm syd time at profit, but the position remained open, yet my margin shows no margin - zero$, IG mkt closed the same open position again at later time at a loss, debited my account, and showed up in statement it closed the same open position twice.

Lol, how reliable is the trading platform if it can do that to your positions.

Same thing happen to me. Position got closed twice each at different pricing. Been trying to reach to the helpdesk but there was no answer. No email replies.  Wondering if this is a form of fraud. 

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Guest Siaolame
43 minutes ago, Deb123 said:

Why did not you guys put a stop loss? Or did you do that? Always a safer practice instead of manually closing the trade..

I did have a stop loss. The stop loss got tiggered twice, hence resulting in position closing twice. 

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Guest Andy2010

I wonder if there can be any class action due to the inconvenience caused by the outage (financial loss or reduced profits), especially at the critical time. The online chat guy mentioned that apparently the IT team will review what was going on around that time before making any decisions to compensate anyone. 

There are so many variables on what could have happened to contain any losses or take profits. Lets see where we go from here. The outcome will tell how serious IG is about this issue.

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Guest eric8889

Me too. Profits turned out to stop losses because could not close profits right before my eyes. I am very angry and want compensation from IG. How do we do it? Here in Thailand about 6 to 7pm happened to me. 

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Same issue here. I had a FX position open at the time of the issue. Both Stop Loss and Limit set but the position didnt close on the platform. In the daily statement I got from IG the position is showing as open but on the History on the platform its showing as closed and yet I have been charged an overnight fee for an open FX trade

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22 minutes ago, Kapil said:

Same issue here. I had a FX position open at the time of the issue. Both Stop Loss and Limit set but the position didnt close on the platform. In the daily statement I got from IG the position is showing as open but on the History on the platform its showing as closed and yet I have been charged an overnight fee for an open FX trade

I had an online chat with the support guys and they said that they are reconciling all the positions and its going to take a while to do that. I opened a support ticket with them so that all the details of my chat are in their system. My guess is that I am not able to trade that instrument until this issue is resolved. 

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Guest Stefano

The same happened in italy on thurday 5 september, around 11 a.m
I had a ghot position open. And the assistance number was out of reach.
Today they called me back and were very kind: they closed my position at no loss.
I have been using Ig for years now and this is the First time such a thing happened. I hope they will enforce their servers stability and recovery features

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Same thing happened to me today. I had a stop at 20, but it kept going down. I closed it manually at 19.87. 

Few hundreds lost.

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