support ticket reference and email to account holder
- This topic has 12 replies, 4 voices, and was last updated 6 years ago by
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Hi @David I couldn’t agree more!
It beggars belief that a submitted Support Ticket or Suggestion for Improvement does not receive an acknowledgement email with a copy of what was sent.
I have said all this many times over, but seems it falls on deaf ears and I did recently promise (myself) to be constructive and controlled … but by all means David please push this … I and others are behind you all the way!
GraHal
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Pierre thanks for your reply.
Yes, I am an IG direct customer which is the only option I have. I would be happy to change this if it’s possible and receive better support but ProRealTime staff have said due to contractual agreements with certain countries its not possible. Maybe you need to reconsider this and/or have a discussion with IG because it doesn’t seem that the current situation is the best approach.
So the current situation with IG direct customers as you have stated is that IG only gets the messages and this implies they are holding up the process?
Here a few sample emails without going into details form IG which are all still unresolved :
- IG: I do apologise if it appears that you’ve not had any support on this issue in the past few weeks. I’ve been going back and forth with PRT quite a bit trying to get a clear answer for a workaround here. –
Still not clearly resolved or definitive answer. - IG: I have passed on your comments to IT-Finance and we will revert back to you as soon as they have replied.
I don’t know what IG is referring to here because there’s no information about my issue or ticket number that I can match with PRT. - IG: I’ve raised the issue that you had with the ProRealTime to further investigate this for you, to see what had happened in this case. For your reference, your incident number is 0008555. We hope to get a response to you as soon as possible. –
I started the communication with IG on 25 February 2018 which has a few issues based on data and time but essentially IG says there are meetings with PRT about this but still no resolution.
While the above points don’t provide any specific details, which I don’t feel this is the place to discuss here, it’s important to recognise that this is the current situation I’m dealing with and it’s not made any easier without having a proper issues tracking management system which should be done either via the platform or via an email solution. I’m also troubled that if IG is holding things up, the question is why? or maybe IG isn’t holding things up and its PRT? I don’t know, I believe the best way to ensure things are addressed in a timely manner is to have more accountability via a ticket tracking system.
After this recent weekend I have to submit 2 more ProOrder AutoTrading incidents which unfortunately one has resulted in a financial loss. More concerning for me is continued and growing lack of confidence in ProRealTime and the support. I’m relying on the IG PRT environment to execute trades as programmed but sometimes the incorrect executions occur so then I wonder if I should go back and check every order to see if the trades executed as they should have? This of course takes a lot of effort when you have a diversified strategy portfolio and you start to question the value of automated trading with PRT. Then I start double guessing if my backtests are reasonably reliable and if I can sleep comfortably at night because my systems might fail and orders start executing not as programmed, using up margin and the preventing other orders from executing on other system due to used up margin.
Having said all the above I believe our goals are aligned and what we’re after is a reliable form of trackable accountability so that we can have some assurance our requests are going somewhere and are responded to in a reasonable time. If you say this is an issue with IG, then it’s time to have it fixed because it doesn’t look good for PRT, and let’s work together to fix it because otherwise it’s not going to fix itself.
Nevertheless, I still don’t understand or have an answer from you as to why users don’t receive a copy of the support request by email because we don’t know if has been received and users don’t get a support ticket reference number to be able to easily follow up if we don’t hear back for a week or more.
If you’re truly committed to making real improvements please contact me here – I look forward to hearing from you to make the IG PRT experience better.
1 user thanked author for this post.
Hi David. I’ve read thoroughly your message last week.
This message adds up to the previous exchanges Ulrike & I had with other frequent contributors of this forum such as GraHal, Despair, Vonasi, Verdi55 (sorry I can’t mention everyone) … It convinces us that to provide IG direct customers with better ProRealTime support, we need to allow direct contact between you and our support teams, instead of being handled by IG customer support (which then escalates some requests to ProRealTime/IT-Finance).
Consequently, we raised this issue with our management in order to allow a transition from the current situation to a direct support (which we are already doing for PRT Trading customers).
I’ve delayed my response to your message because we won’t have confirmation for another few days or weeks if IG has the legal right to give us access to your personal email addresses (to allow us to reply directly).
We really hope that this will be possible in the very near future.
We’ll keep you posted and hope to hear from you guys soon on the phone or via email.
Regards,
Ulrike & Pierre
ProRealTime SupportPS : we’ve also asked our developers to add an option to the technical reports to allow you to choose to receive a copy of your message.
- IG: I do apologise if it appears that you’ve not had any support on this issue in the past few weeks. I’ve been going back and forth with PRT quite a bit trying to get a clear answer for a workaround here. –
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