Peter, if your order was placed correctly during an uptick, and it wasn't filled before it downticked, your order cannot be cancelled. If however, you place the order during an actual downtick (even though when you placed it, you thought it was still in an uptick) then it will be rejected as Peter M. said. You just have to enter a new one, sometimes over and over (happens to me often, especially on a fast moving stock).
Your experience with their customer service is pretty normal, as lots of them seem to know nothing about the market and its workings. I have had customer service reps there not know what a short sale is, what Level II is, never heard of an ECN, or an Island book, or any number of things you would expect them to be well versed on. I have also had them refuse to provide me with a copy of their order print screens, when I had orders that didn't get presented to the market for an hour, when they said it had been presented within a minute. This after me telling them I had multiple sources, and copies of same, proving to them that the order never got presented anywhere. This last incident goes back a year, and I like to think (just for a little ego boost) that the stink I made then, might have helped provide the impetus to them now providing, from what I hear, such proof when requested.
They have improved quite a bit lately, though, as you might have seen in my posts recently, I haven't had the black hole orders, or the other problems others are still having, for almost three months now. Maybe it's because I don't use them much anymore, nor trade the open through them, but what's fair is fair, as far as relating my experiences with them.
I would try a supervisor next time, if they try to feed you that load of sh-t again.
Len |
