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Direct MessagesDate/Time: Mon, 29 Apr 2024 02:22:05 +0000
SC Feed exchange fees double charged
View Count: 705
| [2017-03-24 23:06:54] |
| User19165 - Posts: 346 |
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Hi there, I just added more credit to my account and note that I was charged twice on FEB 1st 2017 for the Eurex with Market Depth Exchange Fee. Please adjust my account accordingly - thank you. |
| [2017-03-25 00:40:30] |
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At this time in UTC you activated the EUREX exchange fee: 2017-02-01 00:58:55 dsafari [Services Balance] | Eurex with Market Depth Exchange Fee. | New Balance: 139.45 dsafari -21.00 USD This was still January in Chicago time and you were advised of this with a confirmation prompt that you had to acknowledge. You were told you would be billed for that month, and the next month. And then at this time in UTC the system renewed the exchange fee: 2017-02-01 06:01:30 dsafari [Services Balance] | Eurex with Market Depth Exchange Fee. | New Balance: 83.45 SYSTEM -21.00 USD This was February in Chicago. We cannot make any refunds here. All of this has been paid out to the exchange. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-03-25 00:53:39] |
| User19165 - Posts: 346 |
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OK, well that is a bit disappointing to read. On your exchange data feed page it shows the costs for each exchange PER MONTH. Since I signed up for this exchange at the start of the month, as your timestamp shows, then I had thought I would be fine. Because I signed up at very start of a month, I did not consider to be affected by a renewal. If you are going to be using Chicago time as your cut off time, then show it to us instead of showing UTC. That is just intentionally confusing on your part. Date Time Of Last Edit: 2017-03-25 00:54:07
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| [2017-03-25 01:07:29] |
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There is no confusion here because when you activate the exchange, there is no mention of UTC time. This is only in the transaction log which we are looking at, at this moment in time. There is only the mention of dates and it makes it very clear that you were going to be billed again February 1. Here is the exact text of what you saw and had to acknowledge: Activating Eurex with Market Depth. You will be charged 21 USD for the real-time data from the Eurex with Market Depth exchange from this moment until January 31. You will be charged the 21 USD next month on February 1 unless you deactivate the exchange. Press Activate to confirm. Please understand, we do not set the rules here. The exchanges do. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2017-03-25 01:08:13
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