XMReply

2020-10-19 11:08

United Kingdom

Reply

Dear customer, thank you for your feedback! Your XM MT4/MT5 account number is: 61285814, and the order number is: # 308072563 and # 308073332. Slippage you complained about is of 50 points. Therefore, we gave feedback to relevant departments as soon as possible and conducted detailed investigations. Now responses are given as following. First of all, XM is an STP selling-order mode, and all customer orders are traded at market prices. The orders you trade are all long orders. # 308072563 trade 0.2 low spread standard lot GBPUSD# for long orders opened the position at 05:52:41 on September 30, 2020 platform time, and set stop-loss price at 1.28560 at 05:56:16 on September 30, 2020 platform time after opening. The position was closed at 05:59:24 platform time on September 30, 2020. The actual closing price is 1.28520. # 308073332 trade 0.5 low spread Standard Lot GBPUSD# for long orders opened at 05:56:06 platform time on September 30, 2020, and set the stop-loss price at 1.28563 at 05:56:12 platform time on September 30, 2020, and the position closed at 05:59:24 platform time on September 30, 2020. The actual closing price is 1.28520. In addition, the highest price of GBPUSD# in one minute on the K-line chart at 05:59 on September 30, 2020 platform time is: 1.28570, and the lowest price is: 1.28516 (see attachment for details. The fifth digit numbers after the decimal point is a basis point.) It was early in the morning, and there were fewer current quotes due to the low trading volume in the market. For this reason, your order encountered a market gap by means of detailed verification in the background. At that time, the market price did reach the stop-loss price you set, and the order was triggered to close the position. If there is a gap in the market quotation without the price you set, the transaction will be executed for you at the latest price of 1.28520. When the market liquidity is poor, it will cause gaps, and the point where your order is executed may be different from your request. Here, XM warmly reminds you that you can choose to avoid trading in the early morning when the quotes are less and the liquidity is poor, in order to avoid the same thing from happening.If you have any questions, please visit XM official website https://www.xmtradefx.com/cn/ in time, click on the upper right corner of the [Web Customer Service] to contact customer service. XM provides 24-hour online customer support from Monday to Friday.We're very happy to assist you. Thank you again for your support and understanding of XM! Thanks.

FX3464444300Supplemental Materials

2020-09-30 14:45

Hong Kong China

Supplemental Materials

Yes. And I also complained about no compensation for this issue.

WikiFX Mediation CenterReply

2020-09-30 14:36

Hong Kong China

Reply

Is the slippage you complained about?

FX3464444300Start Mediation

2020-09-30 13:41

Hong Kong China

Start Mediation

The early market just fluctuated a little. It was just 50 pips of slippage and you said it was out of control. If I had invested XAU/USD, I should lose more.