XMReply

2022-09-13 08:28

United Kingdom

Reply

Dear Customer, first of all, thank you for choosing XM and for your trust in us. Your XM MT4/MT5 account number is: 251011454. Regarding the issue you have complained about, we have promptly referred it to the relevant department for a detailed investigation. The response from the relevant department is as follows: The order numbers you complained about are #28051671 and #28049664. On September 2 at 15:30 platform time, you traded 0.2 lots of gold in a short position, and the actual closing price was different from the stop-loss price you set. Upon review, on September 2 at 15:30, the release of the non-farm payroll data caused rapid price fluctuations, resulting in significant price movement within one minute. During that minute, the price of gold on the candlestick chart fluctuated over 900 pips. After detailed verification from the backend, it was confirmed that the market quote at that time did indeed touch your set stop-loss price. As XM operates on a market order model, all customer orders are executed at market prices. The stop-loss price you set is a hypothetical price; therefore, when the stop-loss was triggered, the market did not show your stop-loss price. Hence, your position was closed at the most favorable price available at that time, which was 1714.97. XM kindly reminds you to trade cautiously during significant news announcements and economic data releases that may cause high volatility, and to be mindful of market fluctuations to avoid similar situations in the future. If you have any questions, please feel free to visit the XM official website at https://www.x1m1global.net/cn/, and click on the "Web Customer Service" at the top right corner to contact our customer service. XM provides 24-hour online customer support from Monday to Friday, and we are happy to assist you. Thank you.

YUJIAN19348Start Mediation

2022-09-02 21:27

Hong Kong China

Start Mediation

The principal is 280 US dollars for gold 1700.13 and 1699.45 for 0.1 lot, the stop loss price is unified 1708, the stop loss will give me a negative principal loss, and I will not communicate with the platform.