IG
IG
Platform downtime during volatile market session
描述
IG's web trading platform became unresponsive for approximately 45 minutes during the Asian session open on 15 January 2026. The complainant was unable to manage existing positions or place new orders during a period of significant JPY volatility. The mobile app also experienced intermittent connectivity issues. The complainant estimates the inability to act resulted in unrealised losses of approximately USD 3,800.
涉及金额
USD 3,800
支持证据
- platform-error-screenshot-1.png
- platform-error-screenshot-2.png
投诉时间线
2026-01-16
平台回复
Customer Service Response Time Improvement Plan
Pepperstone appreciates the feedback regarding our live chat response times. We have reviewed the data for the period cited and acknowledge that response times during peak Asian session hours exceeded our internal target of 2 minutes. We have since increased staffing during these hours and are implementing an AI-assisted triage system to reduce initial wait times. Our target is to achieve a consistent response time of under 3 minutes across all sessions by Q2 2026.
IFCCI will conduct follow-up live chat testing in Q2 2026 to verify improvement claims. Current response acknowledges the issue constructively.
Legal Disclaimer
IFCCI 透明度计划是一项独立研究倡议,不构成监管监督、专业财务建议或官方合规认证。所有发现均代表基于研究的观察,旨在促进金融行业的透明度对话与知情评估。FinScope 是为支持本计划面向公众的数字界面而开发的技术平台。