FX110

北京時間2月18日晚登錄liuyf1013，20:50左右，掛372單量的1592.5美元/盎司的STOP突破單做多XAUUSD，傳送訂單后，顯示訂單被拒，對話框中間紅色提示“盈透客戶賬戶號碼無效或缺失”。發現我的盈透賬戶無法交易了，之后重新登錄賬戶時才發現賬戶登錄后，TWS提示Rejected-i nvalid account。同時在其它平臺掛的單子都于當天晚上成交，這些單子在今天凌晨觸發1657止損價平倉，盈利=372*（1657-1592. 5）*100=23994美元，要求盈透因系統問題導致我無法交易，按其它平臺的交易記錄，賠償我23994美元損失。我會通過郵件提供訂單被拒的截圖和其它平臺的交易記錄，作為此次賠償要求提供依據，請給我相關郵箱。謝謝！ 2月19日上午9點客服一上班，就開始反饋我的顧問賬戶無法交易的問題，至今仍未解決該問題。

Dear Mr. Liu, This is to acknowledge that Interactive Brokers (U.K.) Limited ("IB UK") has received your enquiry. We will review your concerns fairly and respond to you promptly. IBUK's Complaint Handling Procedures are as follows:

1. Policy Statement IBUK takes customer complaints very seriously and strives to: - Investigate each complaint competently, diligently and impartially; - Assess each complaint fairly, consistently and promptly with respect to subject matter, whether it should be upheld and what remedial action or redress may be appropriate; - Offer redress or remedial action when appropriate; - Explain to the complainant promptly and, in a way that is fair, clear and not misleading, its assessment of the complaint, its decision on it and any offer of remedial action or redress; and - Comply promptly with any offer of remedial action or redress accepted by the complainant. IBUK will endeavour to resolve all complaints within four weeks and to keep complainants periodically updated on the progress of their complaints.

2. How Customers Can Make a Complaint Customers are actively encouraged to use the WebTicket system for prompt attention. However, customers may file a complaint by the following methods: o By creation of a Webticket in Account Management. This is the recommended method by which to create a complaint. Tickets are picked up quicker than emails and are also more secure. o Email sent to: - help@interactivebrokers.com - proserve@interactivebrokers.com - ibmgmt@interactivebrokers.com - csmgmt@interactivebrokers.com Please note that in order to ensure that your complaint is flagged and given the required attention, we kindly ask you to state COMPLAINT in the subject header field of the email. o By Letter, addressed to: Complaints Handling, Compliance Department Interactive Brokers (U.K.) Limited Level 20 Heron Tower 110 Bishopsgate London EC2N 4AY United Kingdom

o By Fax to Interactive Brokers (UK) Limited on 0044 207 796 4737 o By Calling IBUK Customer Service using the telephone numbers provided on the IBUK website. Please note that this method is discouraged as in most cases we will need specific details in order to investigate your complaint. Whilst you can lodge your complaint via phone, we will need you to provide follow-up details by one of the methods described above.

3. What happens with your complaint after IBUK has received it? Upon receipt, your complaint will be forwarded to relevant staff who will investigate and assess your complaint diligently, fairly and promptly. Once your complaint has been received by IBUK, we will acknowledge receipt of your complaint by email. The email will provide you with information on how our complaints process works, contact details etc. In most cases, the investigation is concluded in less than four weeks but it sometimes happens that the investigation takes longer than that. We will keep you updated on the progress of your complaint and communicate with you in accordance with the FCA's rules on dispute resolution. Once our investigation has been completed you will be sent a final response with our findings and the outcome of your complaint.

4. If you are still not satisfied Should you remain dissatisfied with our final response, you have the right to have your complaint reviewed independently by the UK Financial Ombudsman Service (FOS). You can contact them using the below details: The Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0800 023 4567 or 0300 123 9123 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk Please note that the FOS can only consider your complaint if: o we have sent you a final response with which you remain dissatisfied; and o you refer the complaint to the FOS within six months of the date of our final response to you For additional information about the FOS, please visit their website: www.financial-ombudsman.org.uk Sincerely, Raquel Customer Service Representative for Interactive Brokers (U.K.) Limited Level 20 Heron Tower, 110 Bishopsgate London EC2N 4AY United Kingdom Authorized and Regulated by the FCA FCA Register Entry No. 20815

我的顧問賬戶本來是通過代理商A在盈透開的戶，1月21日我收到盈透郵件說是自1月24日美國營業時間結束開始，我的賬戶將直接由盈透證券提供服務，也就是說我的賬戶應該是1月24日之后就跟代理商A沒有關系了。1月28日代理商A聯系我說，因為舊代理商不符合盈透盈透監管合規要求，他跟朋友按要求重新注冊了一家代理商B，希望我能轉去代理商B。2月4日和5日，我發郵件給盈透申請轉去代理商B，之后一直沒有收到盈透任何有關消息。2月17日，代理商B跟我說，盈透那邊說顧問賬戶無法轉到新代理商B這邊。從后來了解到的情況是，因為顧問賬戶下掛有客戶賬戶，如果要轉需要客戶同意才行。 可是問題就這樣出現了，按理我的顧問賬戶現在應該直接開在盈透下。2月18日晚，交易機會出現時，我登錄賬戶去掛單，發現訂單被拒，提示“盈透客戶賬戶無效或缺失”。次日一早，打電話給盈透客服反應問題，發現我的顧問賬戶居然轉去了新代理商B那邊，而做黃金外匯現貨的帶F顧問賬戶卻還在代理商A那，后臺看到我2月18日晚上發送的訂單請求，但被盈透系統拒絕了。盈透說應該是在轉去代理商的過程中出了問題，之后就一直在查問題出在了哪，但到今天2月26日，我的賬戶仍然無法交易。登錄盈透的TWS交易軟件，直接提示“Rejected-Invalid account”。 之前盈透客服還說應該只是交易黃金外匯現貨的帶F賬戶無法交易，不帶F的用來交易股票和期貨的賬戶應該是正常的，但前天跟盈透后臺電話時確認了不管是交易股票和期貨的賬戶還是交易黃金外匯現貨的帶F賬戶都無法進行交易。

因為此次盈透的問題，導致我的盈透賬戶在傳送訂單后被盈透系統拒絕，基于此，我在其它平臺做的這筆交易已于昨天凌晨平倉，我以其它平臺的開平倉點位為依據，要求盈透證券給我做出相應賠償：訂單量*（平倉價-開倉價）=372*（1657-1592.5）=23994美元。 其它平臺郵件發送給我的日報交易記錄我已轉發給盈透。感謝FX110對此事的跟進！

補發其它平臺做的這筆交易平倉后的交易記錄，是其它平臺通過郵件發送給我的。 從2月18日晚上發現賬戶不能交易，2月19日一早就開始給盈透反應我的賬戶問題以來，到今天已經24天了，但我的賬戶訂單被拒問題還沒有解決。從技術的角度來說，這個問題應該是很容易解決的，感覺就是盈透沒有人在處理我的賬戶問題。上周我還打電話給盈透的客服讓他們催一下，客服的回答是說這個問題不簡單，他們的程序員在處理這事，我是不信的。 這些日子，我給盈透發郵件，沒有回復，再打電話給客服，讓他們找到我發給他們的郵件，請他們給我回復，他們電話里答應給我回復，但掛掉電話之后就又沒消息了，這樣的情況已經遇上好幾次。至今我希望他們給我回復的郵件還沒有得到回復。最后一次，客服告訴我，他們郵件太多，不一定回復得過來，讓我去官網發咨詢單，這樣會回復得快一些。3月6日我發的咨詢單，到今天照樣沒人回復。 本以為找到盈透后，不需要再換平臺了，沒想到會出這種事，更沒想到出了問題后，居然沒人管，在盈透處理好的我賬戶問題之前只能換平臺了。 盈透的后臺在電話里承認是他們的系統問題，后臺能看到我在2月18日晚上有傳送訂單過去，但被系統拒絕了。我有電話錄音。 現在的請求有兩個：1、盡快解決我的賬戶訂單被拒問題；2、盡快賠償因為訂單被盈透系統拒絕導致我在交易上的損失。

上周五終于收到盈透消息了，告訴我盈透已經收到我的投訴，等待處理結果，可能四周，也可能需要更多時間。這速度真夠可以的，2月18日發現問題，2月19日開始投訴，快兩個月了，才告訴我收到我的投訴了。

Interactive Brokers (U.K.) Limited (“IB UK”) has received your correspondence dated February 24, 2020. Currently, IB UK is reviewing the facts and circumstances surrounding this matter. Upon completion of the review, IB UK will respond to your inquiry. IB UK strives to provide quality customer service, therefore; IB UK anticipates a response time within the next four weeks. However, at times the response may take longer due to unforeseen circumstances and/or complexity of the issue. Please know that IB UK will contact you with a response or update in four weeks. IB UK appreciates your business and thanks you for your patience. If you are dissatisfied with the resolution of your complaint you may refer this to the Financial Ombudsman Service. An explanatory leaflet can be found at the link below http://www.financial-ombudsman.org.uk/consumer/complaints.htm Please note that you have six months from the date of this response to refer the matter to the Financial Ombudsman Service.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge. The Ombudsman might not be able to consider your complaint if: * what you're complaining about happened more than six years ago, and * you're complaining more than three years after you realized (or should have realized) that there was a problem. Whether your complaint was made outside of these time limits is a matter for the Ombudsman to decide. If the Ombudsman considers that the complaint was made outside of these time limits, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (see below) If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of this letter.

If you do not refer your complaint to the Ombudsman within six months of the date of this letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. The very limited circumstances referred to above include where the Ombudsman believes that the delay was a result of exceptional circumstances.

投訴到FOS，收到郵件回復，因為疫情原因，可能需要等幾周時間。 Thank you for contacting the Financial Ombudsman Service. In light of the government?s guidance around the Covid-19 outbreak, we?re having to work differently. It is likely that it?ll take us a number of weeks to respond to your enquiry ? but we?re working hard to get back to you as quickly as we can. If you?re facing financial hardship, ill-health or need to speak to someone urgently ? please get in touch on 0800 023 4567. Thanks Financial Ombudsman Service

終于收到FOS的回復了，開心

Dear Mr. Liu, Interactive Brokers (U.K.) Limited (IBUK) received your correspondence dated February 24, March 6, 10, 23 and April 13, 2020, in which you request IBUK credit your account 23,994 USD, f or boing unable to open positions in account Fxxxxx52F. The IBUK Complaint Department reviewed the facts and circumstances surrounding your complaint and provides the following response. IBUK apologizes for the delay in response. A review of your account activity indicates that you have withdrawn your funds from your account and that your account is now closed. IBUK's top priority is to maintain a reliable state of the art trading platform for our customers. IBUK spends a considerable amount of time and resources to ensure a robust trading platform with one of the lowest failure rates offered by electronic trading firms. With that said, IBUK cannot guarantee against system outages from IBUK, an exchange or any internet service provider's technical problems. Because all technical issues

7月20日，盈透給了這樣一個回復，如果是這樣一個回復的話，其實在看到我的投訴時就可以直接回復了。估計他們根本就沒有調查過問題的原因。