XMReply

2024-01-16 10:02

United Kingdom

Reply

Your XM MT4/MT5 account number is: 62430818. Regarding your complaint, we immediately reported it to the relevant department for verification. After checking, we provide the following response: Firstly, XM operates on a market order execution model, meaning that all client orders are executed at market prices. The order you complained about is: #878965238, which involved trading 0.1 standard lots of a short position in GOLD#. A short position opens at the sell price and closes at the buy price, while the candlestick chart displays the sell price. Therefore, the execution price of your set stop loss (buy price) should include the real-time spread. Your order was closed at platform time on January 11 at 15:30. The stop loss price and the closing price are not entirely consistent. After verification, at the time your stop loss was triggered, several significant data points were being announced (such as core inflation year-on-year for December and month-on-month for December), leading to drastic market fluctuations. Market prices do not move point by point; when the market price reached your set stop loss, the trigger instruction executed to close the order. However, since the market quote did not include your set price, the system executed at the next available price. The specific take profit or stop loss orders are executed based on market prices reaching your specified take profit or stop loss levels. The issue with your order arose from significant market volatility, which caused rapid price increases or decreases, resulting in the execution point differing from your request. This is not something that can be controlled by humans, and we hope you understand. XM also kindly reminds you to trade cautiously during significant news releases and economic data announcements, which may cause high risks, and to pay attention to market fluctuations and position sizes to avoid similar situations in the future. Finally, thank you again for your understanding and support of XM! If you have any questions, feel free to visit the official XM website at https://www.xmforextraders.net/cn/, and click on the green question mark in the lower right corner to contact customer service. XM provides 24-hour online customer support from Monday to Friday, and we are very happy to assist you. Thank you!

KEYU@KEQIUStart Mediation

2024-01-12 01:00

Hong Kong

Start Mediation

I set S/L at 2042, but the position was closed at 2048.42. The highest price on the platform was 2046.69. It's such a shameless black platform.