I've been a customer of TD Ameritrade since 2015, over 5 years. Over the years, I've made money and lost money. Unfortunately, I've lost more than I've made. In all that time, whenever I've had a loss that I was responsible for, I took the loss and moved on. I understand that you can lose money in the stock market. But on 4/12/2021, a strange thing happened. I purchased a stock on TD Ameritrade's website at 9:33 am, PBTS, and immediately after the purchase the price dropped. Darn, another loss. Oh well, I go to sell my shares and close my position. But nothing happens. I try to close my position again, the app just refreshes, takes me back to the sell screen and doesn't place the order. I do this a few more times but I keep getting the same thing. I jump over to the app on my phone to try and close and it just sits there loading. It won't allow the sale. I then jump back on the computer, pull up the Think or Swim app and try there but nothing. All this time the price is just dropping. Finally, after about 8 minutes, the order goes through on their website at 9:41 am. But the order's rejected. The price is still dropping. I try to close the position again but I get hit with the same thing that was happening before. The platform either kicks me back to the sell screen or the app just sits there. Finally after 12 minutes the sell order goes through again at 9:53 am. But again, the order to sell is rejected by TD Ameritrade. The price has dropped so low that I almost pass out. So again I keep trying and about 30 seconds later the third order goes through and TD Ameritrade finally allows me to close my position. It's now been over 20 minutes and I've lost a lot. I get TD Ameritrade on the phone and tell them the issue. A man by the name of Luke Hadley tells me that it's too bad but there's nothing they can do. I press them and they refuse to rectify the situation. Even though they see on their end that their system rejected my orders. So finally I get escalated to a man by the name of Jeffery Stezovsky. He says they'll agree to do a "price correction" and change my sell price to the price of my first rejection and says this will be done by a man named Nathan Maxwell. I tell them that this isn't good enough because my first rejection happened over eight minutes after I tried to close my position on three separate platforms. In that eight minutes, the price dropped over .27 cents. They tell me that they won't do anything more. I remind them that in the 6 years that I've been with them, I've never called and complained about any of my orders if I made money great, if I lost money then it was on me but in this instance, they're system prevented me from selling my shares and as result I get robbed by them. They said they see that but it doesn't matter. They said they can only go by the orders that show up in their system. I remind him that the two orders that they rejected were over 12 minutes apart and obviously I would continue to try and close my position during that time so something on their end must have been preventing me from closing my order all that time . They tell me that it's too bad. According to Mr. Stezovsky, they rejected my orders because they weren't able to sell all of the shares at the same price so they were afraid I'd lose money. But that doesn't make sense because if you reject my attempts to sell the shares while the price is dropping and don't even tell me the reason, then I will lose money anyway. Also, on almost every order where I purchase or sell shares at market price, all the shares don't get purchased or sold at the same price. They almost always fill my order at different prices. That's because I chose, Market Price and not Limit. They know this. If you buy or sell at market, then they will buy or sell your shares at whatever the market price is at the time of the purchase or the sale. That's always how it works. But for some reason today, they didn't want to sell at market because it would make me lose money so instead they rejected my orders so that I lose money? It makes no sense and it's clear that TD Ameritrade has worked to rob me. I want my sell price corrected to the price that I tried to sell it at the first time and then I'll take my money and leave TD Ameritrade alone. TD Ameritrade knows that timing is very important when trading and all the time it took me to navigate their failing system resulted in a huge loss for me but a big gain for them. And again, this was because they're system was glitching so I shouldn't be penalized for their error. First the system wouldn't allow my order to go through and when it finally did allow it, they system canceled the orders on it's side and all that time, while their system was malfunctioning, I was losing my money to them.
I've attached four pictures. The first one will show the two orders where I was trying to sell and where TD Ameritrade rejected my attempts. It will also show the time gap in between the two rejections and I'm showing this to show that I was trying to sell the shares for long time and the system wasn't even allowing me to place the order. That's why there is a 12 minute gap in between the orders that they did register and then rejected so that I would lose money.
The second picture also shows this but I wanted to include this one because the rejections don't even list a reason as to why the orders are being rejected so I'm left in the dark while TD Ameritrade is siphoning money from my account.
The third and fourth pictures show the two sell orders that finally did make it through to TD Ameritrade, the ones that they rejected. In these pictures it shows that there was no reason given as to why these were canceled/rejected by them. The instructions actually say "NONE". So I wouldn't even know why they're not selling my shares when I requested it.