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Need Help: Urgent Broker Problem (Phillip Capital: NT Brokerage, Edge Clear)
I'm a little freaked out right now, so I'll see if I can write coherently...bare with me.
Yesterday morning when I finished my session I was flat. I had closed all my trades and my platform had said I was flat. However...Last night, after my statement had arrived by email, my platform changed from being flat, to being short 3 gold contracts and down a bunch of money. I freaked out and hit the close button on my platform. I called the support desk and told them my issue. They said that they were having problems with their statements and that the statements and positions were erroneous. They also said that if I went home flat yesterday, I should assume I was flat.
BUT I told him I had entered an order for 3 long contracts in order to get flat after seeing my platform and my statement state that I was short 3 contracts. They said they didn't know for sure, but I was probably now net long, even though my platform now said I was flat.
So, after looking at my trade log on my platform, I determined that I WAS flat at the end of yesterday's session and that my trade log now looked like I was long 3 contracts. So I closed out those long contracts, but now my platform says I'm short 3 contracts, even though my trade log reflects that I am now flat.
What a nightmare!
I spoke with the E-trade desk again this morning and they reassured me that If I went home flat yesterday, then I was flat, despite my statement saying I was short 3 contracts. They also said that they had an issue with their order routing software yesterday and they may need to get the exchange involved. I'm not sure what their situation is exactly. I sent them an email hoping someone can explain it to me in writing. At this point I'm unsure if I have an open position, and I'm a little freaked out and don't know what else to do. Any advice would be appreciated.
Yikes, sorry to hear of all this. Is there any reason why you might have been short 3 Gold contracts? If there was not, then in cases like this you should have just ignored it.
But the 3 long should be real, and the 3 closing out should be real, so you should be flat.
I would call the Trade Desk and ask to talk to a supervisor.
Make sure to keep and record everything about this. Logs, calls, mails, everything. Take screenshots from your platform, cover your *ss and get those statements downloaded cause you don't know what they will do with data on their end.
Send a mail that regardless of what your position is, your desire since yesterday was and is to be flat and the particular limit price.
Thanks for help @kevinkdog. I can't think of any reason I might have been short 3 contracts. I had traded 1-lots earlier in the day, but had closed all those trades. And my platform had reflected that I had closed those trades.
Thanks @Pa Dax. I'm definitely trying to document everything. I should be flat, but my platform still reflects an open short for three contracts even though my trade logs reflect that I should be flat. Praying this doesn't get ugly.
I took a screenshot of my charts that reflect that I have closed all my positions, as well as my trade log, and I have printed out my statement from yesterday. This is a nightmare.
They just said in an email that if my platform displays an erroneous position, to not offset it. They also said that they are hoping to get the issue resolved later this morning, so we'll see. The nightmare continues.
