XMReply

2024-02-02 11:23

United Kingdom

Reply

Dear customer, first and foremost, thank you for choosing XM and for your continued support! Your XM MT4/MT5 account number is: 10144835. Regarding your complaint, we have promptly forwarded it to the relevant department for verification, and our response is as follows: Firstly, XM operates on a market execution model, where all client orders are filled at market prices. The order numbers you have complained about are #106886870, #106887482, and #106888072, involving a total of 3 standard lots of short positions in GOLD#. Your orders were subject to margin call and subsequent stop-out at 01:25 on December 4th (platform time) due to insufficient margin levels. Secondly, the stop-out level on our platform is set at 20%, meaning that your account will undergo a stop-out if the margin level falls below 20% (Margin Level = Equity / Used Margin * 100%). However, please note that 20% serves as a threshold; in times of significant market volatility, your account equity can fluctuate drastically, causing the margin level to vary accordingly (e.g., from 100% to 10% or even resulting in a negative margin level). Upon verification, all three of your orders were indeed stopped out due to insufficient margin levels. For more information on XM's margin and stop-out policies, please refer to our official website: https://www.xmforextraders.net/cn/margin-and-leverage. Lastly, we would like to express our gratitude for your understanding and continued support of XM. If you have any further questions or concerns, please feel free to visit our official website https://www.xmforextraders.net/cn/ and click on the green question mark icon in the bottom right corner to contact our customer support team. XM offers 24/5 online customer support, and we are more than happy to assist you. Thank you.

LUSHANLONGFEIXIANGStart Mediation

2024-01-17 23:29

Hong Kong China

Start Mediation

I asked XM official website customer service what percentage of the prepayment ratio XM account will liquidate when it reaches 20%. The balance of 10,404.63 US dollars in the XM account immediately became 0 when the position was liquidated. The liquidation was not liquidated when the advance payment ratio reached 20% as stated by the XM official website customer service. I asked XM platform to compensate my account for remaining funds after liquidation the when the proportion of advance payment reached 20%.