I am sorry that i had misplaced this point of your reply and i will answer it now . You replied that ''The appointed call you were referring to with Steve, as not upheld, was in fact simply delayed as Steve was on another call and had called you as soon as he had finished.'' I do not know who is telling the truth you or your broker. Steve inform me that he was late due to some personal problems with his wife and something about bank.. Off course everything is recorder so please feel free to upload our conversation. It is not bad to admit that someone on your company has make a mistake besides we are all human.
Our records show that your first scheduled appointment with Andrew did in fact occur on January the 4th, at approximately 10:26am, as you had requested in an email correspondence with Andrew.
During your first call with your Account Executive Steve you mentioned to him that you had made profits on the Demo Account because, as quoted by you, “did not study” and “ you got lucky”. Following your statement Steve had decided to go over the same training material with you as Andrew had, for you to fully comprehend it.
The reason you were advised to open a Gold Account is because you had shown interest in the one-on-one support provided on that account. There is no difference difficulty wise when referring to the gold account or the classic account. Experienced traders tend to select the Gold Account, rather than the Classic Account, for the reason that the spreads are lower and you receive more benefits. The one on one support is customized to each client’s level of expertise.
Regarding the ECN account; on this specific account certain methods of trading are possible within strict time scales, due to its extremely low spreads. This is why Steve had suggested you upgrade to an ECN account at such an early stage, since you had stated that you do not have much time to spare to trade daily.
Alvexo does not offer Trading Advice, as stated in our website, and as such do not provide advice to clients. All recommendations provided by our signals should be accepted as marketing communication. Please see https://www.alvexo.com/promotions/trading-signals. You had asked Steve if you could open a 1 lot position, to which he had informed you that there were risks involved in high volume trading. He did not advise you to “trade freely” as previously stated by you.
Since you had not registered through the “Free Trading Signals Campaign”, receiving signals via SMS is a privilege available only to our Prime account, holders, as also stated clearly on our website. Steve had suggested upgrading your account to a Prime Account in order for you to qualify for this feature. You may have mistaken signals with economic calendar notifications, which are available to receive via SMS on a gold account upon your request. We do not have any records of such a request on your behalf. If you could kindly indicate when and the method with which you had requested the above we will be more than happy to investigate the reason why your request had not been attended to and seek appropriate action.
In regards to the screenshots added on your behalf; you had sent an email to our Sales representative Kyriaki on the 22nd of December 2015. We sincerely apologize that your emails had not been answered, unfortunately our Sales representative Kyriaki was away on annual leave due to holidays, and her emails had not been forwarded to an appropriate contact person until public holidays were over.
We also agree that once a fault has been made on our behalf, whether unprofessional conduct or neglect to take prompt care of any Alvexo clients, an apology is in place. Alvexo will reexamine all recorded calls once more and further investigate employee behavior when necessary.
The screenshots I have already attached shows a message for no reply to your Senior Broker Steve and not only for Kyriaki. Please refer also to that do not just ignore it and mention only the Sales Advisor.
Dear Compliance 4th of January was the first appointment and he did not called me to the second one due to China reasons. I have mention it already to the first message of our conversation and that was the reason I withdraw my money. But you already know this fact. Please reply with a YES if I am write OR a NO if I am wrong.
For the profit you mention of course it was due to luck, as stated, and Steve repeated the same things as Andrew. And told me to trade freely as I mentioned above to the second message without telling me/inform me if a position goes loss how to act. He told me after the position was around 500-700 dollars loss. That is called after effect with real money.
For the Gold account you are referring you provide the one to one support. I have show interest to learn from the Demo Account, but that was skipped from your experienced Brokers, and not from the Live one. Although one to one you provide is twice or three times per week, as Steve inform me. Also he mentioned that with ECN he will train me every day, I guess that's why he enforced me to upgrade my account to ECN and automatically jump expertise level!! I have never complaint about spreads or any other cost you have, so I guess again Steve was doing it due to his good faith. Also, can you please explain me the more benefits you mention, because nobody informed me about that yet. Morevover he forget the other two facts that I was inexperienced and did not have time to trade. I don know if the one to one training was stronger than the other too reasons and he decided for me, without asking me what I wanted. I was very clear from the beginning for what I was asking for and as you notice we begun with Classic Account then -> Gold Account -> ECN Account. Fortunately I did not speak with any other Broker, as he could suggest me Prime Account due to the one to one support. He told me to trade, so please if you don't agree with this I kindly ask you to upload any conversation you have to clear the situation.
Please ask you broker Steve to inform you what he said during our phone conversation at 25/01 about the Gold Account : is not enough 15-20 minutes per day for trading with that account (as Kyriaki - Andrew mention) and that he admits a mistake that he should told me to close 2 positions with loss appr.1500-2000 each. As I understand now we left the reason time aside and got the reason one to one training.
For the signals and economic calendar I have spoken with you Broker and mention him the problem and he said me ok and did something which I don't know, but still couldn't receive anything on my phone or email, even that is called economic calendar nor signals. If you do not have the records please listen the recordings it was on the third discussion we had if I am not mistaken. Check it please and answer me with straight answers and not like politicians to clear the situation. For the no reply messages it was not just Kyriaki, I have send to Steves manager some more screenshots with no replying. Also there are still few points that you forget to answer as I noticed and I repost it :
1.Another point that you did not clear out is the fact that i mentioned from the beginning to your sales representative that i did not had the time to trade nor the knowledge so i needed a classic account, which is for beginners, as you state on your website. You mentioned profit at your reply and i am wondering if with the classic account you cannot get a profit of 200-400 dollars, as that was my goal, and i needed a gold account (which as you note again is for experience traders). Also i strongly believe and learned, through my life, training with real money is done before the effect and not after the effect, and i am mentioning to the hedge position. When Steve told me to trade freely with 0.20 or 0.50 i did. He did not mention or inform me how to react or prevent more loss. As you already know 0.20 or 0.50 can cause a lot of trouble on a $2500 account. I have mention to Andrew that i was not receiving any signals on my mobile phone or email and he did something and activate it, but forget to mention that signals is not to email or mobile phone just the website, despite the fact that i was not receiving any SMS on my phone for economic calendar (but as your MANAGER mentioned on Monday on our phone conversation that this is not important as i was unexperienced and may cause me more troubles). I do not know if i am the only one which sees the paradox here 2. You replied that ''The appointed call you were referring to with Steve, as not upheld, was in fact simply delayed as Steve was on another call and had called you as soon as he had finished.'' I do not know who is telling the truth you or your broker. Steve inform me that he was late due to some personal problems with his wife and something about bank..
In addition I am asking your permission to share our conversation to my personal accounts on WWW.
Dear compliance I still did not understand the fact that you are always doubting my words and not your employees. Honestly it is the first time that I have faced this position from a company,going against the word of there client. Why its so hard to believe me and you just stand to the position of your Brokers. As I remember I have never ask anything from your company.Until now you are telling me facts but did not show me any evidence as i did, just what comes from the mouth of your employees, why then I have to be pursuit. I am afraid I cannot take as true what you right and telling me because is of your employees. If you have real proves please provide them accordingly not just unspecified records. I told you many times until now to listen the conversation that we had with Steve at 25/01, the first and the second one (you can find the dates as I do not remember them). That will make everything clear to you. Please stop trying to change the story. Its not my job to defend myself, as is my word against internet, as your Broker Steve said me, or you don't believe even that!! I do not have any reputation to waste so its very frustrating the whole matter for me. I just expressed my experience with your company even if you like it or not that the facts except if you have anything else to show.
In order to be done and solve the matter please answer me if can you hear the phone conversation with Steve on 25/01 YES OR NO. IF YES please do if you did not. AND LAST Do you believe that your company and your employees done well with acts through the whole process YES OR NO.
PLEASE SIMPLY ANSWER ME WITH A YES OR A NO. I wait your answers the soonest
As you were told in a phone conversation between you and Andrew, on Friday January the 29th, you are more than welcome to attend a meeting with us and view our records. You answered our suggestion as quoted: “I don’t need anything; I have my records”.
If you change your mind and choose to come for a meeting, please send us an email to firstname.lastname@example.org and we will schedule an appointment.
If you wish to submit a formal complaint please refer to the section “Legal Documentation “ at www.Alvexo.com and follow the Complaint Procedure as instructed.
Dear Compliance I will send an email to you and attach a printed documentation of the communication I had with you and you agents through time to Legal Documentation even your compliance as you mention to the website that you resolve issues within 7 working days. Thank you
I would like to thanks compliance office and customer service for their assistance in order to clear the issue. Everything was resolved with the good will of the company and got a full refund for my account. They act very professionally and I feel very satisfied with the conclusion. Moreover, I have learned a lot during my trading with Alvexo and I recommend the company to anyone who wants to trade with a professional way. Also they have a great platform for mobile phones. :)
I've only been with Alvexo for a few months but so far I'm very happy with them, haven't had any problems at all. Generally good spreads - certainly for the major pairs anyway; orders usually go right through without requotes; customer service timely and helpful.
HIGH RISK WARNING: Foreign exchange trading carries a high level of risk that may not be suitable for all investors.
Leverage creates additional risk and loss exposure. Before you decide to trade foreign exchange, carefully consider your investment objectives, experience level, and risk tolerance.
You could lose some or all of your initial investment. Do not invest money that you cannot afford to lose. Educate yourself on the risks associated with foreign exchange trading, and seek advice from an independent financial or tax advisor if you have any questions.
Any data and information is provided 'as is' solely for informational purposes, and is not intended for trading purposes or advice.
Past performance is not indicative of future results.