XMReply

2024-06-20 09:30

United Kingdom

Reply

Your XM MT4/MT5 account is: 68212454. You have filed a complaint regarding the execution issues of two gold pending orders. We promptly forwarded your complaint to the relevant department for detailed investigation and provide the following response: Upon review, you set up a total of 2 pending orders: one 0.5 standard lot Sell Stop and one 0.5 standard lot Buy Stop. It has been verified that your pending order with short postions was manually canceled by you. Regarding the Buy Stop order, the price was set lower. This type of order predicts that the price will rise from a lower level to the higher set price. When the market price reaches your set order price, the system will trigger the opening instruction. However, the K-line chart displays the sell price, so you need to add the real-time spread to determine your order opening price (buy price). Your order was executed at the platform time of June 12, 2024, at 15:30, and the opening price did not completely match the price you set. Additionally, XM operates on a market execution model, meaning all client orders are executed at market prices. During the time your order was executed, several economic data releases (such as core inflation rates for May) caused significant market volatility. The market price does not move in increments of one basis point. When the market price reaches your set pending order price, the system triggers the opening instruction. However, the rapid increase or decrease in market prices may lead to the execution price differing from your request. The relevant department confirmed that your order was executed at the market price at that time, and we ask for your understanding. XM also kindly reminds you to trade cautiously during periods of major news and economic data releases that may cause high risk and to pay attention to market fluctuations to avoid similar situations in the future. Finally, we thank you again for your understanding and support of XM! If you have any questions, you are welcome to visit the official XM website at https://www.xmcnbroker.site/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 happy to assist you. Thank you!

MOYU7814Start Mediation

2024-06-12 20:43

Hong Kong China

Start Mediation

I placed two orders with XM but they were not executed, and there was an additional short order at 2326.