My order keeps having problems

I placed two pending orders in two different accounts I had with IC Markets. The pending positions on one account were triggered and the price went on high enough to cause a margin call and account stop-out. However, the pending account on the other account was not triggered. I find this very odd, so I decided to check and I didn't do anything wrong. I asked the customer service and they explained that happened because "bid" & "ask" prices are not recorded on the MT4 platform. This is very weird because I have never experienced something like this before. I have received several theories from other traders on the sudden account stop-out and two of them made sense in that:

1) The leverage was suddenly changed not by me.

2) My server was moved to one of their server which has a wider spread.

To this day, I have never received a good explanation from this broker of what has caused the failure. I thought I could trust them, but I don't think so anymore.