Quote from cabletrader:
Ivan, just send them your log files, they're indisputable evidence of exactly what happened and what you clicked. And escalate the issue, the front line staff only have a very basic understanding of how the system works and limited options available to them to resolve client disputes.
I've got a little macro which runs every time I close the platform, it times and date stamps and saves the log files for the session as I think they get deleted when a new platform session starts.