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Need Help: Urgent Broker Problem (Phillip Capital: NT Brokerage, Edge Clear)
I just received another statement from PC for Friday and again I am Long on the latest closed position with a buy.
I have the log on my NT platform and that price was again marked as exit.
I will contact support desk again but it's unacceptable.
Also I don't have the collateral to keep positions open overnight so I don't understand what PC is up to
edit
Funny enough my current open P/L corresponds to my closed profit of Friday
I just received my statement from Friday and it looks good. My platform shows I'm flat with the correct balance, and my internet is working again. I still have an uneasy feeling that I'm not out of the woods yet...for some reason.
Ya this is ridiculous, they finally sent me a statement and it shows trades that I never made with large losses. First my account went to $0 earlier today, then went negative..
And I'm still 8 ES Short from Friday currently, I don't even know how that's possible if my balance is negative
I'm furiously trying to call them but the Emergency desk doesn't open till market open at 6pm est
We wanted to provide the most recent update regarding the Phillip Capital outage that occurred Thursday, February 4th.
We have been working diligently with Phillip Capital to assist them in correcting issues resulting from their outage, which has created inaccuracies on customer statements and within trading platforms. This message is meant to provide a transparent update regarding the current state, what work is being done over the next several hours, and expectations for tonight’s open.
Statements for Thursday, February 4th and Friday, February 5th may still be inaccurate for some customers.
Phillip Capital has made several attempts this weekend to correct the issues which may have resulted in positions changing in the trading platform for some customers. At this time, the data remains inaccurate for some accounts.
We have provided a significant amount of reconciling data to Phillip Capital and have asked them to update CQG. We expect this to occur prior to the open.
We expect Rithmic to be corrected tomorrow night. If you trade using Rithmic, please be sure to contact us at [email protected] if you see a position that looks inaccurate.
Once we have confirmation of reconciled positions and account balances from Phillip Capital, we will send another email. You can refer to the also refer to the following FAQ for real-time answers while we assist Phillip in remedying this situation – View FAQ
If you are a NinjaTrader Brokerage client clearing through Phillip, please do not take any action on positions you feel may be incorrect. As a final update of accurate account data and positions in still pending, we suggest you do not trade if your account balance or position seems incorrect. Instead, please email us at [email protected] for review and escalation.
We apologize for the confusion this outage has caused and greatly appreciate your continued patience. We have received a significant number of inquiries on the matter and have asked our Customer Service and Support Teams to work this weekend and to come in early tomorrow to ensure we’re replying to them as soon as possible.
We continue to work closely with Phillip Capital to assist in addressing the issues resulting from their system outage on Thursday, February 4th. Included below is the latest information we have as of 10:00PM CT on Sunday, February 7th:
Positions should now be accurate for the majority of CQG accounts. This data management process is usually automated but due to the outage, this position reconciliation process incorporated manual steps. Some limited variations may remain. If you do not recognize a position in your trading platform, please email us at [email protected] for review and escalation.
There are a handful of accounts who carried positions over the weekend which were removed from the system around 6 pm CT this evening. Phillip Capital is working with CQG to reload those positions.
Account balances remain under review for accuracy and a final update is still pending. Once we have confirmation of reconciled balances from Phillip Capital, we will provide a further update. Their current expectation is that accurate statements for Monday, February 8th will be available by Tuesday morning.
We will continue to provide Phillip Capital all possible assistance to help resolve the issues as fast as possible. For real-time answers and status updates, please refer to our FAQ page: View FAQ
As a reminder - never take any action on positions you feel may be incorrect. Alternatively, please email us at [email protected] with the applicable details.
We appreciate your ongoing patience and we will be replying to all received inquiries as soon as possible. Our Support teams will continue to work diligently to review any inconsistencies and help provide answers in a timely fashion.
Probably shouldn't trade at all until this fiasco is settled.
On my end, when i logged in today i found that I had LONG positions on MNQ. I tried to reach out to the Ninjatrader emergency trade desk but no one answered the phone. Then i closed my open/long position and emailed brokerage support about this. 45 mins later found myself in a SHORT position and then had to close my position AGAIN!
Still haven't heard back from the desk or the ninjatrader brokerage on my support ticket.
In the end the POSITIONS was NOT REAL but the CLOSE orders were REAL.
