Malfunction issue, yet didn't offer any solutions

I don't understand this broker at all, they have been making the same mistake to me twice. During those times they refuse to take responsibility for both errors on their parts. The story was, that a trade was executed when I was away from my phone it took most of my account with it due to a margin I categorically did not place. They are trying to put the blame on me when it was clearly a malfunction issue with mt4 or their server. Even the customer service is a joke and did not offer any solutions at all.