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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!

I am having an issue with a company
Raise a complaint to the regulators
I have reported to the financial commission and they said it takes two weeks for a decision to be made that they will get back to me. Please are there other regulators I can report exness to? Somebody help please.
 
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.
Process a chargeback immediately if you paid via credit or debit card. Take no chances. Sounds dodgy !
 
Please which of the regulators?Please Which one(s) regulate exness specifically???
A few steps that you must follow to draw their attention to your issue,
Follow the suggested steps below:

If you deposited your money via credit card, contact customer care ASAP and ask them to file a chargeback.
Go to their website and invite them to here via Live Chat
Invite them to join this thread via email (Send an email to every possible address).

You will find their email and address here https://www.exness.com/contact/

Also, Share your story as a review https://www.forexpeacearmy.com/forex-reviews/5828/exness-forex-brokers

You can also make a complaint with the regulators mentioned here https://www.exness.com/regulation/

You can also share your story on their social media pages mentioned below:
 
A few steps that you must follow to draw their attention to your issue,
Follow the suggested steps below:

If you deposited your money via credit card then contact customer care asap and ask them to file a chargeback.
Go to their website and invite them to here via Live Chat
Invite them to join this thread via email (Send an email to every possible address).

You will find their email and address here https://www.exness.com/contact/

Also, Share your story as a review https://www.exness.com/regulation/

You can also make a complaint with the regulators mentioned here https://www.forexpeacearmy.com/forex-reviews/5828/exness-forex-brokers

You can also share your story on their social media pages mentioned below:
Thanks@FX Master and every one. . Will follow up with these. Please let's all try and escalate my matter to exness and the relevant authorities. Please let's try and see how we can get me justice please. Injustice to one is injustice to all. Today it is me, tomorrow it might be you or somebody you know. Exness MUST NOT BE ALLOWED TO GET AWAY WITH THIS!
 
Thanks@FX Master and every one. . Will follow up with these. Please let's all try and escalate my matter to exness and the relevant authorities. Please let's try and see how we can get me justice please. Injustice to one is injustice to all. Today it is me, tomorrow it might be you or somebody you know. Exness MUST NOT BE ALLOWED TO GET AWAY WITH THIS!
This is the quoted message from an Exness official please follow this

We've got you covered with a faster and more convenient way to report any issues you may be experiencing.

We kindly suggest that you submit a complaint through this link: https://bit.ly/Complaints-link
This will allow you to create a case regarding your issue, which our support team can review. You can also follow up on your case here if you have been assigned a case number.

Thank you for your understanding!
Exness Team
 
This is the quoted message from an Exness official please follow this

We've got you covered with a faster and more convenient way to report any issues you may be experiencing.

We kindly suggest that you submit a complaint through this link: https://bit.ly/Complaints-link
This will allow you to create a case regarding your issue, which our support team can review. You can also follow up on your case here if you have been assigned a case number.

Thank you for your understanding!
Exness Team
Below is the response from exness today:
Dear Sonny,

Thank you for your reply.


We would like to let you know that we understand your concern and we are sorry to hear that you disagree with our decision.

As mentioned in the previous reply, the orders in question were fully hedged on GBPUSDm as Buy 0.56 lots and Sell 0.56 lots.

It is important to understand that the equity was being calculated for all open (Buy +Sell) positions as the current market price is fluctuating.

With the current price movement, the net floating profit or loss from open positions are constantly changing. This change is due to the fact that the profit or loss for the open buy orders depends on the Bid price, while the profit or loss from the open sell orders depends on the Ask price. When the market fluctuates, the overall result for all positions of one direction decreases significantly and is not adequately compensated by the positions of the opposite direction. Therefore, the net floating result decreases rapidly, which leads to a sharp decrease in account equity.

On the other hand, the hedged orders mainly affect the margin held for the orders. Hedged orders can still be closed by stop-out if the equity drops below 0 or stop out level reaches. For more information on this, it can be found here: get.exness.help/hc/en-us/articles/360014696320-What-are-hedged-orders-

According to Exness General business terms (exness.com/cdn/media/exnesssc/exness_sc_general_business_terms.pdf) (clause 2.5 (a)):The company has the right to forcibly close the Client's positions if the Stop Out level of margin is reached or there is negative Equity.

In addition, in accordance to the Exness Client agreement, Part D, 3.8 (exness.com/cdn/media/exnesssc/exness_sc_client_agreement.pdf): The Margin requirements applicable to the different currency pairs can be found in the Contract Specifications section on the Website at exness.com/forex/specifications/. If at any time the Equity falls below a certain percentage of the Necessary Margin, specified in the Contract Specifications section on the Website, the Company has the right to close any or all of the Client’s Open Positions without the Client’s consent or any prior Written Notice to him.

Thus, we would like to inform you that our decision on your request to review orders from account 129582286 has not changed and it is final.

Please feel free to contact us if you need any kind of assistance.

Best regards,
Emily L.
Exness | Support Team
support@exness.com
+357 25 030 959

And BELOW IS MY RESPONSE TO THEM:

YOUR SYSTEM OR SERVER GLITCH OR WHATEVER HAPPENED ON 22/5/2024 INCREASED THE LOTSIZE OF BUY 1.28563 FROM 0.02 to 0.03 and this was what REMOVED MY ACCOUNT From FULLY HEDGED to partially hedged and triggered stop out and wiped out my account. This was what wiped out my account. This was not my fault. PLEASE REFUND MY MONEY!

Please find the evidences attached AGAIN, including the video evidence of my exness account and my MT5 on 22/5/2024.

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 HAS ALWAYS BEEN FULLY HEDGED SINCE THEN.

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 Exness' end.

This DEFINITELY has to be some technical issue from exness server or system 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.

Once again, go through the attached screenshots and video evidences of my exness account and my MT5 on 22/5/2024.

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 as seen on the closed trades tab on my exness account on 22/5/2024) to partially hedged (BUYS=0.57 and SELLS =0.56 as seen on the closed trades HISTORY of my MT5 account on 22/5/2024), And THIS INCIDENT was what triggered stop out and wiped out my account. PLEASE, REFUND MY MONEY!

Exness does not want to take RESPONSIBILITY FOR THE INCREASE OF THE LOT SIZE OF ONE OF THE TRADES OF MY FULLY HEDGED ACCOUNT FROM 0.02 TO 0.03 on 22/5/2024, which was what removed the account from being FULLY HEDGED to partially hedged, which triggered the stop out and and wiped out my account. As seen on the previous daily confirmation emails from exness you can see that that trade BUY 1.28563 has always had 0.02 as lot size but on 22/5/2024 it BECAME 0.03 as seen on my MT5. Before now, the account was FULLY HEDGED with that particular trade BUY 1.28563 having 0.02 lot. Whose fault is this please??? This INCIDENT is what wiped my account. Exness, please REFUND MY MONEY! Even look at the PREVIOUS daily email confirmations from you , it showed the trade BIY 1.28563 with order number 466074465 was with 0.02lot and the account was FULLY HEDGED. How did this same trade become 0.03 lot on the day you wiped out my account 22/5/2024???
 

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Interesting. I do see what looks like 2 different sizes on that trade.

One way to improve the chances of Exness looking at would be to make a single image showing the portion of the screenshot with the ticket number (466074465) and each the 2 lot sizes. Also include the 2 originals the new image is made from. Those 3 should be all you need. Don't discuss hedging, stopouts, or anything else. Just ask them "What size was trade ticket #466074465 and why do I see 2 different sizes for it?"

Also, can you post a screenshot of that ticket when it was already closed - from the desktop MT4, not the mobile version. I would like to see what size it was recorded as having when it closed.
 
@Sonnyinyang I'm still waiting to see the image of the trade record of the ticket being closed. You silence is making me wonder if the position was really opened as 0.03, then 0.01 of that was removed with a partial close at some later point. The Abandoned Complaint rules can be used if you chose to ignore relevant questions by senior members. I'm reasonably sure my question above is relevant.

A full MT4 statement from the date trade ticket #466074465 was opened until its final closure would prove what size it opened at, whether there was a partial close or not, and what size it closed at.
 
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