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Letter to Brian Field of MB TRADING:
Dear Brian:
This is an open letter to you; also being posted on various Forex bulletin boards. I want the Forex retail customers to see how you have treated this customer…
Thursday, April 12, 2007 I bought 1 full lot of EUR/USD at approximately 5:25pmEST.
I had a 50 pip profit target. I watched this trade for over 10 full hours, and at approximately 3:40am, my $500 profit target was reached.
I clicked the sell at “market” button, and received the “order not filled; could not connect to server” message. Of course, at this time, the market also took a turn against me. I repeatedly pushed the sell button, with the same message coming up each time. I then tried calling your trading desk to get out of the trade verbally. The phone just rang and rang. NO ANSWER. So I tried your customer service number. The phone just rang and rang. NO ANSWER.
Finally, at about 3:55am, the server “popped” back on line. I was down to $380 of profit. I decided to watch the market for a while to see if it would come back to my target so I could get out. It came up to about $440; then turned around again. To limit further loss, I exited the trade at $400 profit.
Around 4:15am, I called your trading desk again. This time somebody answered. He said you had been having server problems all night, and had been “flooded” with calls. He also said to contact you in the morning.
The next morning, (Fri the 13th) I called and asked for you. You refused to take my call, and instead I was switched to Mike Blossett(? Spelling incorrect of last name?) who eventually told me he was your Chief Trading Officer.
I explained to him what happened. He continued to tell me that you guys are down for maintenance at 5pm and 12am (despite the fact that this has nothing to do with you being down 3 ½ hours later during the LONDON opening). He also made the statement that NOBODY offers 24 hour access to the forex markets while they are open (despite the FACT that every other broker EXCEPT for you offer this). You can check the recording of our call; even though this is hard to believe.
He finally admitted that he was confused by the 3 hour EST vs PST difference (that in itself is scary..), and that maybe there was a problem. He said he would look into this and get back to me within an hour. Its 3 days later and I’m still waiting.
I don’t expect you’ll have the courtesy to respond to this e-mail since you didn’t have the courtesy to speak with me last Friday. I don’t expect to EVER here from Mike even though I was promised a return call. I DO expect my $100 to be credited to my account. I have 3 other computers running at the same time, and EVERY SINGLE ONE was updating market data at 3:40am on the 13th. So I know the problem was not on my end.
I’m posting this on public bulletin boards so EVERYONE can see how you respond and treat your customers in a real world situation. I’ve never done business with a broker that actually refused to even respond to a customer complaint. Up to now I have been happy with you folks.
If by chance you DO respond to this e-mail, I will post it on the boards that this is being posted on..
http://www.forexclarity.com/forum/im...c/progress.gif
Letter to Brian Field of MB TRADING:
Dear Brian:
This is an open letter to you; also being posted on various Forex bulletin boards. I want the Forex retail customers to see how you have treated this customer…
Thursday, April 12, 2007 I bought 1 full lot of EUR/USD at approximately 5:25pmEST.
I had a 50 pip profit target. I watched this trade for over 10 full hours, and at approximately 3:40am, my $500 profit target was reached.
I clicked the sell at “market” button, and received the “order not filled; could not connect to server” message. Of course, at this time, the market also took a turn against me. I repeatedly pushed the sell button, with the same message coming up each time. I then tried calling your trading desk to get out of the trade verbally. The phone just rang and rang. NO ANSWER. So I tried your customer service number. The phone just rang and rang. NO ANSWER.
Finally, at about 3:55am, the server “popped” back on line. I was down to $380 of profit. I decided to watch the market for a while to see if it would come back to my target so I could get out. It came up to about $440; then turned around again. To limit further loss, I exited the trade at $400 profit.
Around 4:15am, I called your trading desk again. This time somebody answered. He said you had been having server problems all night, and had been “flooded” with calls. He also said to contact you in the morning.
The next morning, (Fri the 13th) I called and asked for you. You refused to take my call, and instead I was switched to Mike Blossett(? Spelling incorrect of last name?) who eventually told me he was your Chief Trading Officer.
I explained to him what happened. He continued to tell me that you guys are down for maintenance at 5pm and 12am (despite the fact that this has nothing to do with you being down 3 ½ hours later during the LONDON opening). He also made the statement that NOBODY offers 24 hour access to the forex markets while they are open (despite the FACT that every other broker EXCEPT for you offer this). You can check the recording of our call; even though this is hard to believe.
He finally admitted that he was confused by the 3 hour EST vs PST difference (that in itself is scary..), and that maybe there was a problem. He said he would look into this and get back to me within an hour. Its 3 days later and I’m still waiting.
I don’t expect you’ll have the courtesy to respond to this e-mail since you didn’t have the courtesy to speak with me last Friday. I don’t expect to EVER here from Mike even though I was promised a return call. I DO expect my $100 to be credited to my account. I have 3 other computers running at the same time, and EVERY SINGLE ONE was updating market data at 3:40am on the 13th. So I know the problem was not on my end.
I’m posting this on public bulletin boards so EVERYONE can see how you respond and treat your customers in a real world situation. I’ve never done business with a broker that actually refused to even respond to a customer complaint. Up to now I have been happy with you folks.
If by chance you DO respond to this e-mail, I will post it on the boards that this is being posted on..
http://www.forexclarity.com/forum/im...c/progress.gif
