Aliceblue Support Team,
See screenshots
I hope this email finds you well. I am writing to express my deep disappointment with the response I received regarding the collateral margin issue I’ve been facing. Despite your assurance that the collateral amount has been added,
- I am still unable to see it in the collateral column,
- and this is making it impossible for me to place orders as intended.
I had originally contacted you on September 18th, 2023, with screenshots attached to illustrate the problem I was encountering. It took a whole week to receive a reply, which is already a considerable delay in addressing a critical issue affecting my trading activities. However, the response I received on September 20th did not provide a satisfactory solution to the problem.
Your email stated that the collateral amount had been added but acknowledged that there was an issue preventing it from being displayed in the collateral column. While you mentioned that I can place orders with the collateral money, this is not helpful at all if I cannot verify the collateral amount or monitor its usage effectively. As a trader, it’s crucial for me to have visibility and control over my margin funds.
Both of the following issues need to be resolved as early as possible:
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- Pledge Margin Visibility: The collateral margin should accurately reflect in my account, and I should be able to see it in the collateral column without any further delays or issues.
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- Order Placement with Pledge: I should be able to place orders using the collateral money seamlessly once the margin reflects correctly. This functionality is essential for me to continue my trading activities efficiently.
I have attached the same screenshots once again to this email to emphasize the continued problem I am experiencing. The delay in addressing this issue and the lack of a comprehensive resolution have caused significant frustration and inconvenience. I expected a more efficient and effective response from Aliceblue, especially given my intention to pledge more assets in the future.
I kindly request that you prioritize the resolution of these matters urgently and provide a solution that ensures the collateral margin is visible and usable as intended. Additionally, I would appreciate more timely and proactive communication from your support team in the future to prevent such delays and frustrations.
I look forward to your prompt attention to this matter and a swift resolution. Once these issues are resolved satisfactorily, I am indeed interested in deploying additional assets for pledging in the coming months.
Thank you for your understanding and cooperation.
