XMReply

2024-01-31 13:55

United Kingdom

Reply

Dear Customer, first of all, thank you for choosing XM and for your support! Your XM MT4/MT5 account number is 6108246. Regarding your complaint, we promptly reported it to the relevant department for verification, and after review, we would like to respond as follows: Firstly, XM operates on a market order model, and all customer orders are executed at market prices. The order you complained about is #144345796, which involved a sell position of 0.6 lots of GOLD#. A sell position is opened at the sell price and closed at the buy price. The candlestick chart displays the sell price, so the execution price for your stop loss (buy price) must account for the current spread. Your order was liquidated at 15:32 on January 19 due to insufficient margin. Secondly, upon verification, at the time of your order's liquidation, the New York market had just opened, causing significant volatility in the gold market. During periods of high volatility, spreads can widen, resulting in your account's net value dropping too low, leading to a forced liquidation. Our platform has a liquidation threshold of 20%, meaning that if the margin level falls below 20% (Margin Level = Net Equity / Used Margin * 100%), a margin call will be triggered. Therefore, the system executed the liquidation based on the real-time quotes at that time. For details on XM's margin and liquidation standards, you can refer to our official website: https://www.xmcnasia.com/cn/margin-and-leverage. Please understand that commodity prices fluctuate according to market conditions, and both prices and spreads are not controllable by human intervention. Lastly, thank you again for your understanding and support of XM! If you have any questions, please feel free to visit the official XM website at https://www.xmcnasia.com/cn/, and click the green question mark in the bottom right corner to contact customer service. XM provides 24/5 online customer support, and we are always happy to assist you. Thank you!

FX7279790529Supplemental Materials

2024-01-19 22:34

Hong Kong

Supplemental Materials

The more frustrating thing is that half an hour later, the gold price reached my take-profit point.

FX7279790529Start Mediation

2024-01-19 22:12

Hong Kong

Start Mediation

At around 21:32 Beijing time, the spread suddenly widened inexplicably. I originally had an ultra-low spread account, and the spread on gold fluctuated around 1.2-2.5 normally. Today, the spread fell sharply, causing my position to be liquidated!