EasyEquities

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They’re online around the clock, ready to help as soon as possible. Thanks, Client Experience Team On Tue, 25 Aug at 2:05 PM , *** <***> wrote: Dear EasyEquities Complaints Team,

This is a formal complaint and final demand regarding losses suffered due to a technical failure on your platform and inadequate support response.

**Account details** Name: Moira Hughes Account: EasyEquities USD – EE*** Case references: ***:188219; ***:188219; ***:188219

**Summary of events** - On **Mon 3 Aug 2026** and **Tue 4 Aug 2026**, I attempted multiple times to sell **419 SPCG (Tradr 2X Short SpaceX Daily ETF)** while the US market was open. - Each time I tapped “Sell” I received the error message: **“SORRY, INVSTR, WE'VE GOT A SMALL GLITCH”** and the trade could not be executed. - This is a leveraged ETF, so I was exposed to ongoing market risk while your platform prevented me from exiting the position. - I reported this urgently on **4 Aug 2026 at 18:46** with a screenshot attached (ref ***:188219). I received only an auto‑reply to an unmonitored mailbox and was directed to self‑service instead of live assistance while the loss was increasing. - I was only able to sell the SPCG position on **Wed 5 Aug 2026**, after the price had moved significantly against me. - I then used the proceeds to buy **ARM Holdings PLC**, but because of the delay I could only buy at a much higher price than was available on 3 Aug.

Your own system referred to this as a **“small glitch”**, confirming a technical failure on your side. The combination of (1) a platform outage preventing trading, and (2) ineffective support that bounced me to unmonitored mailboxes, directly caused avoidable financial loss.

**Financial impact** Based on my records and invoices: 1. **SPCG sale loss due to delay** - Intended sale: around **$36** per share on 3 Aug 2026. - Actual sale: around **$31** per share on 5 Aug 2026. - Shares: **419**. - Estimated loss due to delay: approximately **$2,300 USD**.

2. **ARM purchase loss due to delay** - Intended buy price: around **$239** on 3 Aug 2026. - Actual buy price: around **$275–277** on 5 Aug 2026 (see invoices #*** and #***). - Estimated additional cost / missed gain: approximately **$2,419.50 USD**.

**Total estimated loss due to your platform failure:** approximately **$4,719.50 USD**.

I attach / refer to: - Screenshot of the “SMALL GLITCH” error dated 3 Aug 2026; - My original urgent complaint of 4 Aug 2026; - My escalation email of 6 Aug 2026; - Trade invoices for SPCG and ARM.

**My request** I request that EasyEquities: 1. Acknowledge in writing that there was a technical failure preventing me from trading SPCG on 3–4 Aug 2026; and 2. Compensate me for the loss directly caused by this failure, in the amount of **$4,719.50 USD**, or alternatively provide a detailed calculation and proposal for fair compensation.

**Next steps** Please treat this as a formal complaint under your internal complaints procedure. Kindly provide a written response and proposed resolution **within 10 business days** of this email.

If this matter is not resolved satisfactorily, I will lodge a complaint with the **FAIS Ombud** and/or refer the matter to the **FSCA**, attaching this correspondence and all supporting documents.

Yours faithfully,

Moira Hughes [Phone: ***…] [Email: *** …]

***:188219