The Story
Where to from here?
At 02h54 on this dreadful Monday morning 6 January 2020, a day Mrs. “E” will never forget, she grabbed the bull by its horns. Wrote an email to her trading platform support requesting reinstatement of her trading account as it was a minute before 12h00 on Sunday night, a minute before Forex markets open, when Eskom switched off the power supply grid nationally on stage 6 Loadshedding. It was beyond her control.
It was a long shot but she took it head-on. The load shedding was beyond her control. If it was announced on Friday night she could’ve safeguarded her trades in time without any doubt whatsoever. But Forex Gold markets close on Friday night until Monday morning at 01h00 when it reopens again. Other markets open at 12h00 but Gold at 01h00.
Numerous emails between support and Mrs. “E” followed in the days following, it looked promising but she had to wait for the final answer from support. Email after eamil, support staff came back with a negative response, no assistance in this matter with every clause as per their disclaimers. Mrs. “E” refused to accept the support staff's “handbook” replies and requested senior management in the execution department to make contact with her post haste, also requested contact information for the CEO, Chairman, and Board members of her trading platform. Not leaving a stone unturned.
A week later still no reply. She followed up via email again and again and again. At some point, she lost her cool with the support staff as can be seen in the correspondence.
Mrs. "E" was placed in contact with the Operations Manager. Extended correspondence followed with Mrs. "E" not giving up. Back and forth from 21 January 2020 until 12 March 2020. Some of the correspondence is made available for you to view, not all as it is a massive amount of emails, a seven and a half week ordeal, fighting to have her trading account reinstated, when she was dealt the final blow three months later on 12 March 2020.
The operations Manager replied to Mrs. “E” with the final answer:
