Is there a system failure with deal ticket 'time-outs'?
This is not an attack on Capitalspreads because they have dealt with problems fairly and with speed. It's more of a tip/heads-up to all CS traders:
Background: I tried to place a trade on EUR/USD at around 3:00 today and the ticket just sat there for five minutes. I watched the price and it kept hitting the level I was trying to trade at, but the ticket must have simply got lost in the system. After some five minutes, the trade 'timed out' and a message came up saying: 'Deal not accepted, please attempt to trade again.'. During this time, I had expressed the same USD view on USD/JPY instead of EUR/USD, so I thought I'd leave it at that. I stopped trading about half an hour later and went to the gym, but when I came back I saw the original EUR/USD had gone through, a full one hour later! It was out of the money but I immediately phoned CS and they cancelled it for break-even, which is only fair.
This has happened twice before, but on these previous occassions the message said something along the lines of 'deal ticket expired, please check trade history to see if trade has been processed'. I checked the trade history both times and there was nothing there, but these trade mysteriously reappeared much, much later, both out of the money (I'm putting that down to chance). The amounts were tiny so I wasn't fussed, but this time around, when I saw the 'deal not accepted' message I hit 'Prt Screen' to make a screen grab, just in case something funny happened later on, which it did.
Tip: So that's the tip. If you get a 'deal not accepted' or 'ticket expired/timed out' message, hit screen print and dump the image in Word, or phone CS up and check you have no live trades, or pending orders.
Simon, surely this problem can be fixed? I know it doesn't sound like a massive problem, but sooner or later it's going to happen to a trader with a really big order, and they won't realise they have a trade on until (maybe) days later. Maybe you can get your programmers to automatically kill the trades as soon as the 'time out'/'deal not accepted' message appears?