MB Trading Maintenance F-UP

Just had an unbelievable experience.

I had an open position during MB Trading's nightime maintenance. I knew it was coming, so placed a TTO order with a stop and take profit. During the maintenance interval, the price moved greatly in my favor, so the instant trading was "resumed", I hit "cancel" to cancel the TTO, so I could exit my position at market.

Well guess what? The open position just disappeared from the platform as soon as I cancelled the TTO. No record of the order anywhere. No record of it being closed, or ever placed to begin with. There was the record of me cancelling the TTO order though, so now I am sitting here having no idea if I even have an open position or not.

I called the trade desk. To my surprise, they couldn't even confirm whether or not I had an open position (I was hoping to tell them to close it by phone if necessary).

I made the point that I expected to be compensated if while they were figuring things out, I had an unseen position on my account (that I can't do a thing about at the moment) go against me.

I'm fairly new to MB Trading. This situation is still unresolved at this moment. Is this kind of thing normal? Do you think they would make things right in a situation like this (assuming it ends up costing me money)? Appreciate any comments or feedback...

Thanks.

Update: The order finally reappeared on the platform about 45 minutes after disappearing, and I closed it. Fortunately for me, I was short GU, and during the time the order disappeared, the price moved another 42 pips in my favor, so by God's grace it worked out.

But obviously this could have been much different. So, a bit unsettling for sure. Still appreciate any comments per my original post re. how often this kind of thing happens, etc.

Peace...

Record everything you do, they must refund if you are right with proof.

last time I change order and clicked save,
but my market maker software did not save it... relogin and it's hit.
support say no proof and they can do nothing.

I'm thinking is there a way that can log the past 1 hr desktop screen in full resolution??
and it keeps updating and only keep last 1hr screen log.

in this case a platform issue will be easy to provide evidence.
any one wants to develop a software solution package for that?

I guess a free video capturing software plus some setting will do.

in worst case scenarios it can help overcome the whole situation.

I closed a position that appeared out of nowhere during that same maintenance period because I thought it must of been an order I forgot.
When I closed that position no open or pending orders were left.

Hours later when I woke up that order I used to close the position had become a live position down 60 pips. I waited hoping it would go positive but closed it with a 65 pip loss!!!

A call to MB Trading and they said they sent messages to everyone using the Navigator not to close "ghost" positions. I didn't see it! But they insisted I should of.

So always call the desk if you use MB Trading and get a problem or they'll make you eat crap that is there fault!!!!!!!!!!