XMReply

2024-03-12 09:53

United Kingdom

Reply

Dear customer, first of all, thank you for choosing XM and for your support! Your XM MT4/MT5 account number is: 10157926. Regarding your complaint, we have conducted a detailed investigation and provide the following response: First, XM operates on a market order model, and all customer orders are executed at market prices. The order numbers you have complained about are: #109301169 (SL: 2048.92), #109301086 (SL: 2048.92), #109300819 (SL: 2048.93), #109301810 (Stop Loss: 2048.95, changed to 2046.62 at platform time 17:00:04, and then changed to 2044.79 at 17:06), #109301792 (Stop Loss: 2048.95, changed to 2046.62 at platform time 17:00:05, and then changed to 2044.82 at 17:06). A total of 5 orders were executed for 0.5 standard lots of short positions on GOLD#. Short positions are opened at the selling price and closed at the buying price, while the candlestick chart displays the selling price. Therefore, the real-time spread must be added to determine the execution price (buy price) of your set stop loss. Your orders were closed at platform time on January 30th at 17:00, and the stop-loss prices do not match the closing prices exactly. Secondly, upon verification, your orders triggered stop losses during the announcement of significant data (such as the Consumer Confidence Index by the Conference Board), which caused sharp market fluctuations and an increase in spreads. At that time, the buying price had reached the stop-loss prices of your orders #109301169, #109301086, and #109300819, but after the system triggered the closing order, the market quickly reversed. Therefore, the closing was executed at the next valid price after triggering. The rapid fluctuations in the market led to a swift increase or decrease in prices, which means that the execution price of your orders may differ from your request. This is caused by market factors and is not controllable by human intervention; we hope for your understanding! For your orders #109301810 and #109301792, since the stop-loss prices were set higher than the others, the market price did not reach your set stop-loss prices, so they were not closed at a stop loss. Please also note that in times of significant market fluctuations, orders may encounter gaps or slippage. This is specifically influenced by market conditions, and not every order will encounter a gap. The three orders you mentioned experienced slippage due to the rapid market reversal after reaching your stop-loss prices, which is why they were closed at a price more favorable to you. Once again, thank you for your understanding and support of XM! If you have any questions, please feel free to contact us by visiting the XM official website at https://www.xmcnbroker.com/cn/, and click 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!

MEIYUANStart Mediation

2024-02-07 18:30

Hong Kong

Start Mediation

At 23:00 on January 30, 2024, there were 5 identical orders with the same stop loss, and 3 of them were stopped in advance (the stop loss was set at 2048.93, but the platform gave the closing price of 2048.43, a difference of 50), resulting in a loss of $29, while the other 2 made a profit of $262. The chart shows that the highest buying price at 23:00 that day was only 2048.05, which means it was 0.87 US dollars away from my stop loss point. After contacting the customer service, I received an email reply saying that slippage occurred due to the release of data. If slippage occurred as the platform said, That has to be close to or exceed my stop loss price of 2048.93. How could it be even at the price of 2048.43? Let’s talk about my other two stop loss positions that are the same (these two stop loss positions in the picture were also set at 2048.93 before, and later they were set stop-limit due to making profit.) Why didn't the software slippage trigger the liquidation? The platform excuses itself by saying that there is no background control and everything is executed by MT4 software. Then please explain why the software only executes 3 orders with 5 identical stop loss levels, but misses the other 2 orders? I want a reasonable explanation.