XMReply

2023-05-17 08:32

United Kingdom

Reply

Dear customer, first of all, your trust in XM is greatly appreciated. With respect to your MT4/MT5 account 81720551, you placed an order (No. 186542108) of 30 standard lots of USDJPY at 15:29, May 5, 2023, platform time. In terms of the problem you reported, the relevant department have made the following reply on the heels of an immediate investigation: XM is an A-Book broker, so customer's orders are traded at market prices. There are hundreds of prices we'll receive per second when the market undergoes sharp oscillation. However, MT5 shows limited number of quotes. So the K line didn't fully demonstrate all the prices per second. And you placed the order when approaching the release of US non-farm payroll, so the sharp volatility of US and Japanese commodity price resulted in a total discrepancy between the price you saw and the one of order execution. The market can't be controlled by people. We hope you can understand it. Finally, we extend our gratitude once again to you for your understanding and supporting. If you have any questions, please feel free to visit XM's official website https://www.xmfxglobal.net/cn/, and click the Online customer service in the upper corner of the page for help. XM provides 24 hours online customer service from Monday to Friday. And we're so pleased to serve you. Thank you.

tempestStart Mediation

2023-05-08 20:34

Hong Kong

Start Mediation

I placed 30 short order of USDJPY on the evening of May 5th at 8:29:58, and the result was a non-existent price of 134.150 (see Figure 3). As can be seen from Figure 1, the lowest point of the entire K-line at 8:29 is 134.230, while the actual price at 8:29:58 is around 134.280-134.290. Therefore, the stock was sold out immediately after entering, flat at 134.301, and this order did not stop for a second (Figure 3). Then give me the reply to read for myself. It's really speechless that such a large platform can be pitted like this.