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No support after misexecuted trailing stop

After a previously positive AUDCAD short trade on April 20th, a faulty trailing stop was executed on April 22nd (see photo). The problem was reported a few hours later, unfortunately without positive feedback so far.The resulting damage currently amounts to around 600 euros.I've been trading for several years and this error pattern is not uncommon, but other brokers fix the wrong signal (reset to start price) within minutes and the trade is back on track. Every minute counts in the stock market andsuch poor support is a betrayal of trust.