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For starters, create a timeline of the chain of events with exact timestamps and cite specific order numbers, fills, etc.
Also find all relevant logs/trace files from your platform, and ask the broker to also email you the highest level trace log they possibly can for the day in question.
After you receive that, inform them you will be filing a complaint with the NFA and CFTC if they cannot convince you through clear evidence that you are mistaken.
Post the information on futures.io (formerly BMT), marking out your account number or other sensitive info, and the community can try to offer some tips.
Just downloaded a demo so I can see what you would be seeing. Click Trading > Order Book > All and see if you can find the cancelled ticket for your order.
BTW, it's worth mentioning that most likely you are mistaken, so be nice when you contact them. Still, it is their responsibility to demonstrate it to you.
Ok thank you everyone, this is very helpful and greatly appreciated.
Point taken Mike, and as i'm obviously new to all of this my first inclination was that maybe something did happen that I wasn't aware of meaning this is my "fault". But what I am 100% certain of is that the last thing I did before closing out the platform was clicking cancel all on both advanced trader screens that I had open, and i saw my orders erased from the screen.
What I was unsure of is if there is any possible way that can happen and yet somehow the orders still be live. ( possible connectivity issues or something else? thats the part I was/am most uncertain of).
Twenty minutes ago I logged in and requested my remaining funds be withdrawn, now I am unable to log into my account at all. Is that normal?
For what it is worth: I always keep a screen recording running from my screen with DOM's plus a small chart plus a separate clock for time/date plus overview of trades. The recording starts before I take any trades. At the end of the trading day I open the overview of the trades so it is recorded that the system shows me there are no trades left.
Only after that I stop the recording for the day and save the recording for possible future reference.
Just use a simple screen recorder in low resolution, no need to record sound.
As a broker of many years, I would encourage you to resolve issues as such with your broker.
There are several procedures where logs can be examined, see if there were trade rejects, etc.
Also, you should read your online trading agreement to see what issues that could arise as a result of online trading.
This would allow you to develop a contingency plan and examine the platform functionalities for verifications of trades.
Sadly there could be errors that are outside the scope of the broker and are simply technologically based.
Matt
Trading futures and options involves substantial risk of loss and is not suitable for all investors. Past performance is not necessarily indicative of future results. You may lose more than your initial investment. All posts are opinions and do not claim to be facts. Please conduct your own due diligence. Use only Risk capital when trading Futures.
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