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Need Help: Urgent Broker Problem (Phillip Capital: NT Brokerage, Edge Clear)
I have posted a few responses to put some light on the nature of the situation as well as the infrequency of this particular failure at Phillip, our FCM partner. This situation has overwhelmed our customer facing teams but rest assured, your money is safe and we are working around the clock to respond to our clients.
Raymond Deux
Founder and Executive Chairman
Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
We are answering phones and responding to emails. We are just over capacity right now. Please be patient, we are working through the queue as well as bringing information inline.
Raymond Deux
Founder and Executive Chairman
Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
Not in my experience. I tried calling and emailing your order desk and brokerage support and no one responded. I guess they were watching the super bowl instead of taking care of their customers.
Thank you for the updates, NT. I'd just like to add that situations like these are why having a FCM with a portal that displays clearing info in real-time can be very helpful. Please consider encouraging PC or Dorman them to implement this feature at some point in the future. Back when I was with RCG as my FCM, having access to real-time clearing info was very reassuring whenever something unexpected happened.
The images you posted is what I mean when I say we are at over capacity and no, we we were not watching the superbowl last night.
Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
The images posted proves that NT Brokerage "emergency" support was not answering phones. PERIOD.
Whatever the underlying reason is secondary. And i'm pretty sure that NT and Phillip Capital is unaware who and how many of their customers are affected by this system meltdown.
Wow, I definitely feel the frustration and anxiety that you experienced.
@NT Brokerage or @NinjaTrader, is there a customer portal on the FCM side that NT customers can access and view their positions -- outside of the NinjaTrader platform itself -- to see if it is in sync?
I think the underlying message here from NinjaTrader is that regardless of the frustration or the delay, do NOT touch any wrong positions -- they will be fixed and you won't be liable, just have patience. And the other message is that a "mess" that this is, it hasn't happened to this extent in nearly 20+ years, so please give some leeway.
Guys I understand frustration but I believe it's the first time that they experience this and the emergency desk is busy helping PC fix your statements.
The rule is simple, don't trade if you don't recognize positions, and this has been told on Friday. I would have appreciated more info Thursday/Friday night, because the emergency desk was already aware of what was going on when I called. (you are with PC aren't you? there was an outage, don't trade)
Friday I panicked, I called NT desk at what I believe was 4am CT and they were very helpful and responsive.
Yesterday I didn't panic, I didn't even tried to call the desk because I knew that everybody was on the line and we were given clear guidelines.
Today, my account, besides my balance, is in order and I was able to trade the overnight session.
Unfortunately not. There is a portal but it does not update position information in real-time and its subject to the same systems that caused the issue thus, its not guaranteed to show accurate information at this moment in time.
Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
I've edited the thread title to include Phillip Capital, as this not a NT Brokerage-only problem. I did this so other Phillip Capital customers can be informed of the issue and resolution.
