They have said many many times now that they will get round to everyone as soon as possible and make sure no one is left out. They have finite resources to process the tickets, nobody is more important than the next so you just need to stay calm and wait patiently until it’s your turn in the queue. Shouting about running to the FCA isn’t going to help in any way, they are doing everything by the book.
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Phil, we all appreciate that they are up the walls with issues. The problem is they are closing off tickets when there have been no resolution. My ticket was closed off and I have yet to receive any refund from the error which is close to 1k, not a small amount.
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Sadly this my frustration, I get that they can’t just instantly sort everyones account, but if I hadn’t emailed them today, 3 days later, my ticket would have remained closed and nothing would have been done, even a simple email to advise its still in the queue to be resolved would be nice.
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Folks I understand people freaking and panicking they’ve lost their money. I sent an email an hour or two after the blip occurred. I was fully refunded today (Friday).
We can’t ask for our positions to be reopened wether it was good or bad. In my case my trade was going into the red and it bypassed the SL I had set. I was refunded up to my SL which in my eyes is very fair.
I’ve worked in a few different crypto companies and did their customer service. The amount of support tickets I seen for people being lazy to check things for themselves is unbelievable!! I can only imagine what it’s like here. Couple 100k members?
Take 100k as an example, 5% of members putting support tickets in per day = 5000 tickets. Say 2% of those keep sending tickets thinking they will get seen quicker, let’s go with a very conservative figure and say 2 tickets they’ve sent, 100 extra tickets.
5100 tickets so far and that’s not including the ones staff are already working through from previous days etc.
It’s a hell of a lot of tickets to get through. You trusted the company enough to put your hard earned money into it, trust that they will reply to an email
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Can anyone else confirm this is what happened to them, I seem to have had a deposit into my account, no email or contact from t212 to say what it’s for, but it seems to equate to the amount I lost when the spike closed my trade, so basically I’m getting the value of the trade before the spike but no compensation for the fact I’ve lost out in other ways, and I no longer have the open trade?
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Yeah this happened to me and was confirmed by @David here
Can a member of the team please look into my issue?
It has been almost a week since I initially raised this and have had nothing close to a resolution. Just multiple canned email responses…
I don’t care how long it takes, a week, many weeks, whatever. My ticket (39742) was closed out with no resolution or explanation though which I do care about. That seems to me to be very bad customer service, just totally blanking and cutting off your customer without reason or explanation.
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Don’t mind waiting in the queue like many of them have pointed. But a clear resolution time for everyone is certainly helpful. Also, I would like to know how an effected customer here is justifying with numbers without knowing how it can be handled technically or depth of the problem/solution.
I also understand that there are lot of tickets but tech should be able to recognize the effected accounts and take required measures instead of going through each ticket.
Last we can wait and wait but I think a lot of people will lose patience after weeks. I can just say keep your evidence clear and ready. I would just keep it and wait to see if they fairly resolved in the next 2 weeks. Even after waiting if it is not resolved/reimbursed fairly then, I am determined to escalate further.
38655 # 39209
Hello,
You can see that there was such a price at the specified moment, concerning your ticket, on the screenshot below:
Even if you have received a confirmation that your ticket was closed (which is done automatically), you’re always welcome to reopen it. Moreover - regardless of whether a ticket is closed or open, every single account is reviewed and a fair outcome is issued, when applicable. 
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Accounts now been credited… Thanks! @Team212
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Is that just really unlucky or common for the difference between the asks?
Seems painful to hit $93 especially when it’s most likely hitting ~$50 this week. 
Posting again I opened the tickets as soon as it happened # 38655 # 39209
@mvma When convenient, please check your inbox.
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Thanks just received an email. I see a correction applied for LLOY. I had the same problem with AAL 2 short positions as well. # 39209 which I don’t see here. Let me know if you need more info on the same.
Closed
PO252414555
Closed
PO252408232
It is not uncommon on such volatile stocks especially at market openings.
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I have sent you a DM with specifics about your ticket, please check and get back to us if you have more questions.
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Hey @PeterA This is the wrong time regarding my query. Try 16:32:36
Hi guys (@Team212), when replying to the ticket(38348) from last week to ask for an update i noticed it generated a new ticket(49808) instead. Also haven’t got a reply back yet apart from the generic one everyone got last week. Would appreciate to have an update soon. Thanks in advance.
Similar situation with your order.
It was executed at the last price available before the trade halt on it’s official exchange.
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