Problem Exness technical glitch or whatever wiped out my FULLY HEDGED account on 22/5/2024 and till now have REFUSED to refund my over $3,000. Pls HELP ME!

[Sonnyinyang]

On 22/5/2024, exness wiped out my FULLY HEDGED ACCOUNT. Total lotsize of buy trades was 0.56 and total Lotsize of sell trades was 0.56, meaning the account was FULLY HEDGED and I still had equity. They said the account was partially hedged but that's not true. It was FULLY HEDGED and I have lots of evidence including video evidences of the account and the daily account confirmation emails from exness, which shows that particular trade was with 0.02 Lotsize and the account was FULLY HEDGED.

The problem is that their server OR whatever 'technical glitch' they had increased the Lotsize of one of the buy trades(BUY 1.28563 with 0.02 Lotsize and order/ticket number: 466074465 and increased it to 0.03 lotsize. On the day I FULLY HEDGED the account, that trade BUY 1.28563 with order number 466074465 had 0.02 as Lotsize.

Now, exness customer care said the order BUY 1.28563 with order number 466074465 was opened with 0.03 Lotsize on 2024-03-10 23:39:57.

Now, IF what they are saying that the buy order 466074465 was opened with 0.03 Lotsize is true, it therefore means that from 2024-03-10 the buy trade with order number 466074465 had 0.03 as Lotsize up until 23rd April 2024 and then FROM 24th April 2024 to 22nd May 2024, the BUY order with order number 466074465 became BUY 1.28563 with 0.02 Lotsize.
The question is how did this happen? How is this even possible?

HOW CAN SAME BUY TRADE 1.28563 with order number 466074465 have 0.03 Lotsize and then later 0.02 Lotsize and then 0.03 Lotsize on 22nd of May 2024 when they wiped out my account as seen on my MT5??

Meanwhile on the closed trades tab on my exness account the trade BUY 1.28563 with order number 466074465 still shows 0.02 Lotsize. Please find the evidences attached. ALSO ON ALL THE DAILY CONFIRMATION EMAILS FROM EXNESS SINCE APRIL 24TH 2024, THAT TRADE BUY 1.28563 with order number 466074465 has always been with 0.02 Lotsize and the account FULLY HEDGED.

The question still remains: how can one buy trade with order number 466074465 have or show two different lot sizes within a two month period??? Obviously this has to be some technical issue from their end.

This DEFINITELY has to be some technical issue from exness server or system or whatever AND NOT MY FAULT.

From the Daily confirmation emails exness usually sends everyday, you can see that FROM that April 24th till May 21st/22nd 2024 that buy trade with order number 466074465 has been with 0.02 Lotsize. I can forward all the DAILY CONFIRMATION EMAILS from exness since April 24 2024 showing that that BUY trade 1.28563 with order number 466074465 has always been with 0.02 Lotsize and it's with this information provided by exness that the account WAS FULLY HEDGED, and I still had equity and BECAUSE it WAS FULLY HEDGED the account should not have been wiped out.

The account was FULLY HEDGED BASED on the information of Lotsizes of each of the 39 trades made available by exness, and as at the day the account was FULLY HEDGED the trade BUY 1.28563 had 0.02 Lotsize.

This account was FULLY HEDGED and has been FULLY HEDGED SINCE THEN with TOTAL LOTSIZE OF BUY TRADES as 0.56 and Total Lotsize of SELL TRADES as 0.56.

Even till this moment, when you check on the closed trades tab on my exness account and calculate the Lotsize of all the trades closed on my exness on the said 22/5/2024, you will see that the BUY TRADE (buy 1.28563 was with 0.02 Lotsize) and total Lotsize of BUY TRADES was 0.56 while total Lotsize of SELL TRADES was 0.56, meaning the account was FULLY HEDGED and should not have been liquidated. It was because exness server or whatever server or whatever happened INCREASED the Lotsize of the trade BUY 1.28563 from 0.02 to 0.03 as reflected on my MT5 that now removed the account from being FULLY HEDGED on MT5 and wiped out my account. But on the closed trade tab of my exness account you will see that all the 39 trades closed on 22/5/2024 are still FULLY HEDGED(TOTAL BUY LOTSIZE=0.56, and TOTAL SELL LOTSIZE =0.56) and the buy trade BUY 1.28563 is still with 0.02 Lotsize as also confirmed by the DAILY EMAIL CONFIRMATIONS FROM EXNESS SINCE 24TH APRIL 2024.

Attached are more evidences, including video evidence of the closed trades on the said 22/5/2024. PLEASE KINDLY RE-CALCULATE THE TOTAL LOTSIZES OF THE BUY TRADES and you will see it is 0.56 and the TOTAL LOTSIZE OF THE SELL TRADES and you will see it's 0.56. MY ACCOUNT WAS FULLY HEDGED AND I STILL HAD EQUITY.

My Account was FULLY HEDGED. Please I really do need my refund of over $3,000.

Please see if you can intervene so I get my refund from exness. Thanks so much for intervening.

 

[Sonnyinyang]

Anybody can calculate the total Lotsize of BUY TRADES and the total Lotsize of SELL trades and you will see they are both 0.56 meaning the account is FULLY HEDGED and should not have been wiped out by exness. Also, the trade BUY 1.28563 exness said was 0.03 Lotsize can be seen in this video as 0.02lotsize and the account was FULLY HEDGED.

 

[compu-forex]

MY ACCOUNT WAS FULLY HEDGED AND I STILL HAD EQUITY.

How much was the actual equity in the hours leading up to this event? The daily report from the day before would be useful.

 

[Sonnyinyang]

How much was the actual equity in the hours leading up to this event? The daily report from the day before would be useful.

I don't remember the exact amount of equity that was left after FULLY HEDGING THE ACCOUNT, but the account was FULLY HEDGED even as clearly seen on the video I made on my account showing the closed trades of that particular day(22/5/2024). The account was almost $3,100. Anybody can calculate the total lotsize of the BUY TRADES and you will see it was 0.56 and the total lotsize of the SELL TRADES was 0.56 as well. THE ACCOUNT WAS FULLY HEDGED, and that means it should have been shielded from any price volatility or movement. Even a calculation of the previous DAILY EMAIL CONFIRMATIONS from Exness shows the account was FULLY HEDGED and stop out should NEVER have been triggered against the account. Exness in their earlier response said the account was partially HEDGED, but thats a lie. Thats why I uploaded the video of the account for the general public to help do their own individual calculation of the lotsizes and tell I uploaded the video on the closed trades of 22/5/2024 so anybody can do the calculation. Please, anybody, intervene. Please HELP ME RECOVER MY MONEY PLEASE!

 

[Sonnyinyang]

The account was about $3,100 account. I don't remember the exact amount of equity that was left after FULLY HEDGING THE ACCOUNT, but the account was FULLY HEDGED even as clearly seen on the video I made on my account showing the closed trades of that particular day(22/5/2024). The account was almost $3,100. Anybody can calculate the total lotsize of the BUY TRADES and you will see it was 0.56 and the total lotsize of the SELL TRADES was 0.56 as well. THE ACCOUNT WAS FULLY HEDGED, and that means it should have been shielded from any price volatility or movement. Even a calculation of the previous DAILY EMAIL CONFIRMATIONS from Exness shows the account was FULLY HEDGED and stop out should NEVER have been triggered against the account. Exness in their earlier response said the account was partially HEDGED, but that's a lie. THE ACCOUNT WAS FULLY HEDGED. That's why I uploaded the video of the account for the general public to help do their own individual calculation of the lotsizes and tell. I uploaded the video on the closed trades of 22/5/2024 so anybody can do the calculation. Please, anybody, intervene. Please HELP ME RECOVER MY MONEY PLEASE!

 

[FxMaster]

@ExnessOfficial, can we have your attention here, please?

 

[compu-forex]

Even a calculation of the previous DAILY EMAIL CONFIRMATIONS from Exness shows the account was FULLY HEDGED and stop out should NEVER have been triggered against the account

Kindly post the previous daily confirmation, so we can get a better idea of what was happening in the account - ideally the one from 21/05/2024.

Also it would be better to post a full account statement from the trading history so that we can get a full picture of the stopout event.

 

[Sonnyinyang]

Today 3rd June 2024, exness finally ADMITS my account was FULLY HEDGED after initially saying the account was partially hedged and that that triggered the stop out and liquidation of my account.

Exness in their initial email response, said my account was partially hedged and that that was what triggered the stop out and wiping of my account, but after I sent them AMPLE/SURPLUS evidence that my account was FULLY HEDGED and that I still had extra equity, today they sent me a mail ADMITTING that my account was indeed FULLY HEDGED. But they still have not agreed to refund my money.

Please find attached proofs.

They still have not been able to explain how BUY TRADE 1.28563 with 0.02 Lotsize(ID number: 466074465)was increased to 0.03 lotsize.

They still don't want to admit their server or system or whatever they use malfunctioned and increased the Lotsize of that trade FROM 0.02 Lotsize(as seen on my exness account) to 0.03 Lotsize(as seen on my MT5 and THIS INCIDENT was what REMOVED the account from being FULLY HEDGED and triggered the stop out that wiped out my account.

I think the honourable thing for them to do is just to apologise for whatever glitch or technical issue their system encountered and REFUND MY MONEY and we all put this behind us and move on.

Please I really need my money back. My family is suffering because of this. Dear community, PLEASE COME TO MY AID and PREVAIL on Exness to REFUND MY MONEY PLEASE!

@ExnessOfficial, can we have your attention here, please?

 

[Sonnyinyang]

Kindly post the previous daily confirmation, so we can get a better idea of what was happening in the account - ideally the one from 21/05/2024.

Also it would be better to post a full account statement from the trading history so that we can get a full picture of the stopout event.

Kindly post the previous daily confirmation, so we can get a better idea of what was happening in the account - ideally the one from 21/05/2024.

Also it would be better to post a full account statement from the trading history so that we can get a full picture of the stopout event.

 

[Sonnyinyang]

Kindly post the previous daily confirmation, so we can get a better idea of what was happening in the account - ideally the one from 21/05/2024.

Also it would be better to post a full account statement from the trading history so that we can get a full picture of the stopout event.

Please find the evidences attached. ALSO ON ALL THE DAILY CONFIRMATION EMAILS FROM EXNESS SINCE APRIL 24TH 2024, THAT TRADE: BUY 1.28563 with order number 466074465 has always been with 0.02 Lotsize and the account FULLY HEDGED.

The question still remains: HOW DID ONE buy trade with order number 466074465 have or show two different lot sizes within a two month period??? Obviously this has to be some technical issue from their end.

This DEFINITELY has to be some technical issue from exness server or system or whatever AND NOT MY FAULT.

It was because exness server suffered glitch or malfunctioned or developed a bug or whatever happened that now INCREASED the Lotsize of the trade BUY 1.28563 from 0.02 to 0.03 ON 22/5/2024 as reflected on my MT5 that now removed the account from being FULLY HEDGED on MT5 and wiped out my account.

THIS INCIDENT OF INCREASE OF THE LOT SIZE OF BUY 1.28563 FROM 0.02 to 0.03 lot size on 22/5/2024 REMOVED the FULLY HEDGED STATUS OF THE ACCOUNT and made the account partially hedged and this was what TRIGGERED stop out and wiped my account.

Attached are video evidences of my exness account and my MT5.

You will see that on my exness the trade BUY 1.28563 was with 0.02 lot, but was INCREASED to 0.03 lot as seen on my MT5 on 22/5/2024 and this was what moved the account from being FULLY HEDGED (BUYS=0.56 and SELLS =0.56) to partially hedged (BUYS=0.57 and SELLS =0.56), And THIS INCIDENT was what triggered stop out and wiped out my account. Please find all evidences attached.

Please everyone, let's all get involved and prevail on exness to refund my money. INJUSTICE TO ONE IS INJUSTICE TO ALL. Today it's happening to me, tomorrow it might happen to you or someone close to you.

Exness should toe the honourable path and apologise for the glitch or whatever and REFUND my money. Thanks admin and community!