XMReply

2023-08-18 10:17

United Kingdom

Reply

Dear customer, first of all, we extend our gratitude to you for choosing and supporting us. With respect to the complaint about your order #140433354 in XM MT4/MT5 account 6140402, we have reported it to the relevant department immediately for further investigation, and make the following reply: you placed a Buy Stop order with 5 standard lots of GOLD at a low price. Buy Stop order means that price is estimated to increase from low to high and the order will be traded when the price you set is triggered. The way to place an order indicates opening a position at a buying price. However, the K line chart shows the selling price, which plus real-time spread is equal to the position opening price (buying price) of your order. You opened a position at 15:30, August 15, 2023 (platform time) at a price different from the price you set. XM is an A-Book platform where all the clients' orders are traded at market price; after checking, we know that when you executed your order, much economic data was being released, which led to sharp oscillation in market. And market price doesn't change pip by pip. So the system will give an order to close the position as your stop loss price is triggered. At the same time, the rapid increase or decrease in market price will bring the discrepancy between real price at which you execute the order and the price you request. The related department find that your order was executed at market price at that time, please understand it. You can click the link to check the economic calendar freely, https://www.xmglobalbroker.com/cn/research/economicCalendar. Finally, thank you again for your understanding and support.

CUIKAIStart Mediation

2023-08-16 09:27

Hong Kong

Start Mediation

At 20:29:30 on the evening of August 15th, Beijing time, I placed 5 hands of BUY STOP at 1905 gold. When the data came out at 20:30, the K-line of gold at that time did not reach the 1905 point at all. But my order was filled at 1902.69. Then the price of gold went all the way down to 1898.14 and I was forced to stop loss, resulting in a loss of $2275. I ask XM to compensate me for my loss.