EXNESS

cashkill24

Recruit
Messages
8
Attached a picture of my termina with Exness
MetaTrader - EXNESS 22.04.png


I try many many times to close my open orders on scren,, It not sucess. In journal it says "Off quotes"
I contact their live chat directly when i see graph go up and down a while before market close.
I have on first row in terminal a order with sell 0.3 lot GBPUSD (Price differ a lot from other open trade and seems make a stopout in just couple of seconds or milliseconds. ) I follow margin % carefully and it was from 99 to 106 % before this happend)

Acount is a ECN acount with leverages 1:200

Here is chat with support::


Chat started on 11 Nov 2016, 09:56 PM (GMT+0)

(09:56:36)

*** Patrik Henriksson joined the chat ***

(09:56:36)

Patrik Henriksson: Hi I cant close any orders . Why off quotes???

(09:56:38)

Exness: Hello, Patrik Henriksson! Thank you for contacting Exness. Our specialist will come to you soon, please, wait.

(09:57:12)

*** Simane joined the chat ***

(09:57:31)

Patrik Henriksson: acount 7408877

(09:57:48)

Simane : Hello. Thank you for contacting Exness. My name is Simane. How may I assist you?

(09:58:25)

Patrik Henriksson: why i cant close positions in mt4??

(09:58:39)

Patrik Henriksson: off quotes in all open transactions

(09:58:43)

Simane : If I may, what type of error are you getting?

(09:58:56)

Patrik Henriksson: i cant close my open trades

(09:59:07)

Patrik Henriksson: and my margin is on red

(09:59:31)

Simane : Would you be so kind as to tell me your phone password?

(09:59:36)

Patrik Henriksson: when i press on x, it just writes in journal off quotes

(09:59:47)

Simane : I will verify on your positions

(10:00:21)

Patrik Henriksson: xxxx

(10:00:55)

Patrik Henriksson: im on way to lose

(10:01:34)

Simane : The error of Off quote is shown as the market is low-liquid and the market has closed.

(10:01:47)

Patrik Henriksson: and how can gbpusd be on verry low and make minus??

(10:02:46)

Patrik Henriksson: please help it should be plus for me!!!

(10:03:44)

Simane : At this point of time, Sir, we can only advise you to close the positions as the market has closed the off quote error is appearing due to low liquidity.

(10:07:19)

Patrik Henriksson: Visitor uploaded: MetaTrader---EXNESS-22.04.png URL: https://v2uploads.zopim.io/3/p/n/3p...-65688fbfd78b0084e18b5f2c016b9b1abacf61fe.png Type: image/png Size: 76053 Thumb: https://v2uploads.zopim.io/3/p/n/3p...fbfd78b0084e18b5f2c016b9b1abacf61fe.thumb.jpg

(10:07:28)

Patrik Henriksson: i open gbpusd as sell. How can it be like this???

(10:08:43)

Patrik Henriksson: its impossible to have it like this

(10:09:34)

Simane : If I may, Sir, the market is not as stable which cause the generate that error due to the market closure.

(10:11:36)

Patrik Henriksson: I send this pics to your support also. And i must ask how can it be lose on order 1362929 ??

(10:12:54)

Simane : In that case, Sir,you may send us a ticket via the feedback section under your personal area.

(10:13:10)

Patrik Henriksson: and when i cant close positions you mean i should just sit and wait?

(10:13:14)

Simane : The ticket will be submitted to our specialists to review the order and get back to you

(10:14:13)

Patrik Henriksson: you have that link to send ?

(10:14:21)

Simane : In the meantime, in order to close your position, would you be able to close the terminal and re login?

(10:15:39)

Patrik Henriksson: if i close and login all data and evidence remove?

(10:16:45)

Simane : To create a ticket, please login to your personal area, click on the technical support option on the right hand of your main page.

(10:17:30)

Simane : Your logs are saved on a daily based in your computer or device, so you would be able to recover the details of it later on.

(10:18:43)

Patrik Henriksson: so you mean i should close position that empty my acount??

(10:19:21)

Patrik Henriksson: this is riddicilus.

(10:20:21)

Patrik Henriksson: so suddenly like a gap my position is almost empty my balance when no one can press close to get more free margin

(10:21:13)

Patrik Henriksson: i open ticket and see if that help

(10:21:31)

Simane : The decision to remain with the position either closed or open are to be decided by you. The reason of the change in the market environment is due to its closure. On the other hand, it you would like to submit a ticket to our specialists to review your order, please do so by send us the request through your personal area.

(10:24:42)

Simane : In the meantime, Sir, is there anything else I can assist you with?

(10:26:49)

Patrik Henriksson: yes. if you look at photo.. the price for gbpusd is 1.25662 at order 1363356

(10:27:59)

Patrik Henriksson: at the order 1362929 it says 1.26446 this cant be right at all.

(10:28:46)

Patrik Henriksson: and all my 12 other brokers have price around 1.25662

(10:29:26)

Patrik Henriksson: it means just one thing, something real error or manipulations how that is possible

(10:30:22)

Patrik Henriksson: same pair cant have different price

(10:30:43)

Patrik Henriksson: i open a ticket now

(10:31:08)

Simane : We are unable to advise you as to the prices differences between other brokers. We do get our prices from a different liquidity providers as such prices for all brokers are not alike.

(10:32:05)

Patrik Henriksson: but your price is different , look at picture and see under tab price..

(10:32:22)

Patrik Henriksson: right price is last order on screen

(10:33:17)

Simane : Our prices are different than other brokers as we do not use the same liquity providers. The price shows as 1.26446.

(10:35:14)

*** Patrik Henriksson has rated the chat Bad ***

(10:35:16)

*** Patrik Henriksson left the chat ***


I have also send support this letter:

Acount: 7408877

Phone password: xxxxxx

Order that is faulty: 1362929 show price 1.26446


Price should be same as order 1363356 (1.25662) it means that something is really wrong.


Please correct this.


Something like this should really not happend. Its to big difference from my other brokers i trade with.

Some difference it can be but not like this.


Look at Picture, in chart where you can see price it says 1.25662






You see margin is only 47.94 on Picture and Before it was around 99 to 100 procent and nothing happend when pressing Close order(in journal it says of quotes).



I try to Close my positions in good time before market closed. No sucess at all on all the positions you see in my screenshot.


I must leave this to cysec if you not make this in my favour and also put this case to FPA(Forex Peace Army) so it will be public for people and in end get a judge from them.


I also attach journal from today. You see i really try to Close open positions but without any sucess and instead i get so low margin and no way to Close positions .


Please investigate and at same time i prepare a document to cysec and FPA .


But of course if this problem solve i dont need to do anything.





Regards


Patrik Henriksson









So what happend? It smells scam long way.
Please help me.

This seems suspect with different prices on GBPUSD.!!
 

cashkill24

Recruit
Messages
8
I have now send invite to Exness support to follow this tread. . I have a copy of the journal also showing that no orders opened was possible to close.
This is unfair to play with their customers. Many minutes i try and try to close positions but just "OFF QUOTES" . Its time to change broker?
 

cashkill24

Recruit
Messages
8
Here is the log. Severall houers its Off Quotes, Its just something scam here when im not allowed to close positions for houers. I hope Exness answer here and give me a fair chans to cancel order
 

Attachments

  • 20161111.txt
    83.2 KB · Views: 3

Georgii Bartenev

exness.com Representative
Messages
46
Dear cashkill24, thank you very much for bringing this to my attention.

The Complaints department specialists are already investigating the case.

I will update you here as soon as they give their official reply.
 

Georgii Bartenev

exness.com Representative
Messages
46
Good day, cashkill24.


Thank you for waiting for my reply.


Our Complaints department specialists investigated execution of mentioned orders.


You can find their response in Feedback section of your personal area.


Thank you for your cooperation.


Please do not hesitate to contact us in case you have further questions.
 

cashkill24

Recruit
Messages
8
Hi everybody.

The open trade GBPUSD was not really kill my acount.

I get answer from Exness about their fault with server problem. It was some error when closing trades. Do you really belive in that ?

I dont think its error on server. I think that they shut of it to stop close trades.

No other of my 12 brokers react like exness with this type of pikes in milliseconds.


Anyway, here is the letter from them and a refund.

"
Dear Patrik Penriksson,

Thank you for patiently waiting for our response.

Please be aware that we have analyzed the details of the execution of orders No.No 1362929, 1363159, 1363164, 1363267, 1363308, 1363356 on your account No. 7408877. The results of our analysis are presented below.

During the investigation it has been found out that the "Off quotes" message was due to a configuration issue on the server side. We bring our apologies for inconvenience.

However, in the log-files of your trade terminal MT4 there were not orders No.No 1362929, 1363159, 1363164 closing attempts found. Furthermore, the recalculation of the financial result of the order No. 1362929 according to the stop-loss price is not justifiable as it will bring extra loss.

Taking everything into consideration the decision has been to recalculate the results of the orders No.No 1363267, 1363308, 1363356 according to the prices of the first attempts (106.687, 106.755 and 1.25946 accordingly) and leave the results of the orders No.No 1362929, 1363159, 1363164 unchanged.

Compensation of 16.88 USD has been added to your trading account.





If you have any other questions, please do not hesitate to contact us.


Best regards,


Maduabuchi Confidence Agi

Exness | Support Team
"



Is the case closed?
Is it really so easy for a broker to say that server was faulty??

WHAT TO DO NOW?

I never have like this at any other broker to not let me close trades. I think its still strange..
 

Georgii Bartenev

exness.com Representative
Messages
46
Hi everybody.

The open trade GBPUSD was not really kill my acount.

I get answer from Exness about their fault with server problem. It was some error when closing trades. Do you really belive in that ?

I dont think its error on server. I think that they shut of it to stop close trades.

No other of my 12 brokers react like exness with this type of pikes in milliseconds.


Anyway, here is the letter from them and a refund.

"
Dear Patrik Penriksson,

Thank you for patiently waiting for our response.

Please be aware that we have analyzed the details of the execution of orders No.No 1362929, 1363159, 1363164, 1363267, 1363308, 1363356 on your account No. 7408877. The results of our analysis are presented below.

During the investigation it has been found out that the "Off quotes" message was due to a configuration issue on the server side. We bring our apologies for inconvenience.

However, in the log-files of your trade terminal MT4 there were not orders No.No 1362929, 1363159, 1363164 closing attempts found. Furthermore, the recalculation of the financial result of the order No. 1362929 according to the stop-loss price is not justifiable as it will bring extra loss.

Taking everything into consideration the decision has been to recalculate the results of the orders No.No 1363267, 1363308, 1363356 according to the prices of the first attempts (106.687, 106.755 and 1.25946 accordingly) and leave the results of the orders No.No 1362929, 1363159, 1363164 unchanged.

Compensation of 16.88 USD has been added to your trading account.





If you have any other questions, please do not hesitate to contact us.


Best regards,


Maduabuchi Confidence Agi

Exness | Support Team
"



Is the case closed?
Is it really so easy for a broker to say that server was faulty??

WHAT TO DO NOW?

I never have like this at any other broker to not let me close trades. I think its still strange..

Dear cashkill24,

We would like to inform you that our specialists of the Compliance Department had revised the execution of your orders.

All details have been sent to your email.

If you have any questions, please, do not hesitate to contact us.
 

Joseph jazz

Recruit
Messages
6
It's a problem with exness since 10 months or more.
Every time the market become volatile, you can't open a new trade easily.
Or you can't close your trade.
Only result of this is either your tp or sl will hit or your account will be blown.
No maintenance in their platform.
Very bad.
 

FxMaster

Lt. Colonel
Messages
9,549
It's a problem with exness since 10 months or more.
Every time the market become volatile, you can't open a new trade easily.
Or you can't close your trade.
Only result of this is either your tp or sl will hit or your account will be blown.
No maintenance in their platform.
Very bad.
You shared this with their support, if yes then what response you have received from them?
 
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