Regarding the direct message on the link, I have clicked on it and there was no other option but to create a appointment only and I did not have any other options to message directly. Not sure that the issue was there but I did try.
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I am having an issue with a company
Regarding the direct message on the link, I have clicked on it and there was no other option but to create a appointment only and I did not have any other options to message directly. Not sure that the issue was there but I did try.
ExnessOfficial
Exness Representative
- Messages
- 51
Thank you for letting us know ! We can confirm that our team is actively investigating the issue and will reach out to you with further updates.
@FX Master
Subject: Follow-Up on Exness Complaint: Delay in Resolution and Legal Threats
Dear Forex Peace Army
I am providing an update on my ongoing complaint with Exness (Complaint Number: 09260936).
Despite being initially informed that a final resolution would be provided to me by the 17th of November, I received an email from Sihle Tuta (Commercial Director ZA) on that date stating that my complaint has been reverted back to the investigation team. Note that this is the 4th time that my case has been sent back to the investigation department. Shockingly, it was communicated that resolution might take an additional 10 days, with the possibility of a further 20-day extension if needed. In short, I have no option but to just sit back and twiddle my thumbs and wait again.
The extended delay is highly concerning, particularly given the persistent issues I have faced since September. Since September I have been monitoring the Exness trading platform and I have documented and reported more outages to Exness while on their trading platform in October and November for hours at a time as well. I have these well documented with screenshots and screen recording footage which I will gladly provide you with for your audience. I have submitted extensive evidence, including video recordings, screenshots, and chat logs, to support the investigation. Despite this, the resolution process has been prolonged once again, causing further inconvenience to myself and uncertainty.
Moreover, it is important to note that I have been threatened with potential legal action as a consequence for my reporting of my personal experiences and what Exness terms as defamatory statements on public platforms and that it “could hinder the investigation process and may also have dire legal consequences” if I continue sharing my experience. I for one cannot fathom how outlying my personal experience, backed up with evidence could hinder an investigation into my case. It would have been a totally different story if I could not back up my claims. This has added an unwarranted layer of stress and intimidation to an already challenging situation. I will not be bullied into submission or silence as every statement of mine is backed up with proof.
Public platforms are a necessity for us as a trading community to share our personal experiences with other traders to help not only make informed decisions, but to make the trading community aware of the different types of problems traders could encounter or experience with different exchanges. My documented experience shared is in no way a means or intent to defame or disparage Exness. On the other hand these platforms are also for companies to take lessons and to learn and improve from the bad experiences by their traders/clients to improve on the services that they provide. I for one appreciate the Forex Peace Army platform as a space for customers to share their experiences, and I believe it's crucial to bring attention to the delays encountered in the resolution process, lack of communication, along with the concerning threats of legal action. Every statement I have made is completely backed up with evidence. I can only imagine what other clients of Exness have experienced without having well documented evidence to back up their claims like I have.
These are all based on my personal experiences with Exness. Instead of threatening me with legal repercussions, take lessons from my experiences and improve on the handling of customer complaints and experiences. If anything, Exness should be thanking me for bringing these types of experiences and complaints to their attention as it would have almost certainly not been brought to their attention by their own “chat help support”
Thank you Forex Peace Army for your attention to this matter.
Subject: Follow-Up on Exness Complaint: Delay in Resolution and Legal Threats
Dear Forex Peace Army
I am providing an update on my ongoing complaint with Exness (Complaint Number: 09260936).
Despite being initially informed that a final resolution would be provided to me by the 17th of November, I received an email from Sihle Tuta (Commercial Director ZA) on that date stating that my complaint has been reverted back to the investigation team. Note that this is the 4th time that my case has been sent back to the investigation department. Shockingly, it was communicated that resolution might take an additional 10 days, with the possibility of a further 20-day extension if needed. In short, I have no option but to just sit back and twiddle my thumbs and wait again.
The extended delay is highly concerning, particularly given the persistent issues I have faced since September. Since September I have been monitoring the Exness trading platform and I have documented and reported more outages to Exness while on their trading platform in October and November for hours at a time as well. I have these well documented with screenshots and screen recording footage which I will gladly provide you with for your audience. I have submitted extensive evidence, including video recordings, screenshots, and chat logs, to support the investigation. Despite this, the resolution process has been prolonged once again, causing further inconvenience to myself and uncertainty.
Moreover, it is important to note that I have been threatened with potential legal action as a consequence for my reporting of my personal experiences and what Exness terms as defamatory statements on public platforms and that it “could hinder the investigation process and may also have dire legal consequences” if I continue sharing my experience. I for one cannot fathom how outlying my personal experience, backed up with evidence could hinder an investigation into my case. It would have been a totally different story if I could not back up my claims. This has added an unwarranted layer of stress and intimidation to an already challenging situation. I will not be bullied into submission or silence as every statement of mine is backed up with proof.
Public platforms are a necessity for us as a trading community to share our personal experiences with other traders to help not only make informed decisions, but to make the trading community aware of the different types of problems traders could encounter or experience with different exchanges. My documented experience shared is in no way a means or intent to defame or disparage Exness. On the other hand these platforms are also for companies to take lessons and to learn and improve from the bad experiences by their traders/clients to improve on the services that they provide. I for one appreciate the Forex Peace Army platform as a space for customers to share their experiences, and I believe it's crucial to bring attention to the delays encountered in the resolution process, lack of communication, along with the concerning threats of legal action. Every statement I have made is completely backed up with evidence. I can only imagine what other clients of Exness have experienced without having well documented evidence to back up their claims like I have.
These are all based on my personal experiences with Exness. Instead of threatening me with legal repercussions, take lessons from my experiences and improve on the handling of customer complaints and experiences. If anything, Exness should be thanking me for bringing these types of experiences and complaints to their attention as it would have almost certainly not been brought to their attention by their own “chat help support”
Thank you Forex Peace Army for your attention to this matter.
FxMaster
Colonel
- Messages
- 12,244
@ExnessOfficial, your words here, please?
4evermaat
2nd Lieutenant
- Messages
- 2,705
why did you continue trading with the venue if you saw such significant performance problems with basic operations....like opening/closing/managing trading positions?
ExnessOfficial
Exness Representative
- Messages
- 51
Hi there Mobiggs,
We hope this message finds you well. We wanted to follow up and kindly request your confirmation that our team has reached out to you and effectively resolved any concerns you may have had. Thank you for your time and feedback
Kind regards,
Exness Team
