Problem For the Second time Exness cheated on me !!! Please HELP !!!!

[Gioteen]

Ayan Suvan | 17:06
Thank you for waiting
Our specialists are working on it already , your request will be processed as soon as spossible in turn

Mahsa Mirshokraei | 17:07
ok , but the problem is when ?
they want to reopen my orders when the market come against me ?!

Ayan Suvan | 17:10
No, specialists will analyzed account history, and they they will decide and re-open orders or re-calculate account balance
you will get an answer

Mahsa Mirshokraei | 17:11
ok thank you . bye

 

[Exness]

Dear gioteen and FPA members!

Please let me shed light on this situation.

Our specialist of technical department told you everything absolutely correct. As you know spread in our company is dynamic, so it can widen. Your positions were closed at actual market prices at 21:01 on 20th of March. In this case it was around 21:00, usual time of opening-closing markets sessions and widened spread. You are right, that the maximum spread on EURGBPY currency pair was 13.2 points at that day, for the rest of pairs it was less than 10 points. It's really big enough but there was no mistake. Execution prices are correct. You can compare prices and spreads dynamics at any major european bank to ensure that execution level is very close to all market participants price level. Moreover I would like to remind you that there is no limit for the spread.

By the way I would like to remind you that you accepted these terms. According to the Client Agreement: The quotations given to the Client by the serving server of the Company admit by the Client as only reliable (paragraph 9.9).

If you have any other questions I will be happy to help you.

Best regards,
Alexander Kovalchuk
EXNESS
Email: alex.kov@exness.com

 

[Gioteen]

Dear gioteen and FPA members!

Please let me shed light on this situation.

Our specialist of technical department told you everything absolutely correct. As you know spread in our company is dynamic, so it can widen. Your positions were closed at actual market prices at 21:01 on 20th of March. In this case it was around 21:00, usual time of opening-closing markets sessions and widened spread. You are right, that the maximum spread on EURGBPY currency pair was 13.2 points at that day, for the rest of pairs it was less than 10 points. It's really big enough but there was no mistake. Execution prices are correct. You can compare prices and spreads dynamics at any major european bank to ensure that execution level is very close to all market participants price level. Moreover I would like to remind you that there is no limit for the spread.

By the way I would like to remind you that you accepted these terms. According to the Client Agreement: The quotations given to the Client by the serving server of the Company admit by the Client as only reliable (paragraph 9.9).

If you have any other questions I will be happy to help you.

Best regards,
Alexander Kovalchuk
EXNESS
Email: alex.kov@exness.com

Ayan Suvan | 17:10
No, specialists will analyzed account history, and they they will decide and re-open orders or re-calculate account balance .After long wait here is my answer ?!!!!!
I accepted the terms doesnt mean that you can widen the spreads as much as you want(EURGBP 13.2 AUDUSD 9.8 NZDUSD 9 ,....) ! I wont accept it at all ! you should reopen my orders !

 

[Master Yoda]

Moreover I would like to remind you that there is no limit for the spread.

Are you serious??
From what you are saying I can understand that you can decide to widen the spreads to 100 pips and hide behind your terms and conditions? Have you heard about the legal terms "Good faith"?
To wide the spreads you need a reason (markets condition) and it's not like you can "play" with customers account.
I think your answer to the client showing a very bad attitude towards your customers. I don't want to trade with such company and I will not advice anyone who would ask me to trade with you if this your level of professionalism!

 

[Gioteen]

Here i write that i want to reopen my orders and close all of them at this price now(broker time : 2013.05.24 11:00.
) ! if any thing happens from now i dont accept anything , please reopen my orders and calculate my balance otherwise i will file a case in traders court.

 

[Pharaoh]

100 pips would be crazy. 13 pips on a cross pair is rough, but isn't a crazy level.

I suggest taking Alexander's advice on double-checking:

You can compare prices and spreads dynamics at any major european bank to ensure that execution level is very close to all market participants price level.

 

[Master Yoda]

I think 13 is high for EURJPY, it's not that exotic, maybe not crazy but defiantly high when the spread is as low as 1

 

[Gioteen]

100 pips would be crazy. 13 pips on a cross pair is rough, but isn't a crazy level.

I suggest taking Alexander's advice on double-checking:

how can i check it with major european bank price?!!! i could check it wih lots of main brokers and the prices were all wrong !!! there was no news or high volatility in the market ,and the funny thing is my account died at the worst price, I mean if the spread was little bit smaller it wouldn't happend at all !!!! first time they did it to me couple of months before but i couldnt prove how big was their spread and they gave me the same stupid answer ! this time at the begenning they also gave the same answer but fortunatly because i had hedge positions i could prove that the spreads are high !!

just look at this !!!

******
Pavel Kulakov — EXNESS Support | 18:13 | Today


At the moment of stop out all the spreads were lower than 10 points.

There were no errors of any kind in your case and no further actions are needed.

Alexander Kovalchuk :You are right, that the maximum spread on EURGBPY currency pair was 13.2 points at that day, for the rest of pairs it was less than 10 points.

***********************************
the rest are less than 10 is something almost equal to 10 !! (9.8)

 

[Exness]

Are you serious??
From what you are saying I can understand that you can decide to widen the spreads to 100 pips and hide behind your terms and conditions? Have you heard about the legal terms "Good faith"?
To wide the spreads you need a reason (markets condition) and it's not like you can "play" with customers account.
I think your answer to the client showing a very bad attitude towards your customers. I don't want to trade with such company and I will not advice anyone who would ask me to trade with you if this your level of professionalism!

Dear Eddiger!

There was misunderstanding between us. I meant that spread can widen depending on various factors, such as release of important economic news or closing or opening of the currency market. It is written in the Transaction regulations, paragraph 19.5. The spread is not a fixed value, its size is determined depending on the market situation.

We appreciate our clients and our professional reputation. Meeting our clients' expectations is the primary principle lying at Exness operations. I'll try to change your opinion about us and make it positive.

 

[Master Yoda]

I understood that. Yet I think that 13+ pips for EURJPY is a bit harsh, maybe its your policy and maybe you are protected under the law but don't you think it's high? don't you think other (good) companies are having a better pricing?
As for this customer- can't you settle with him and close this issue? to write about it here over and over will just make the customer more upset and this can make you a bad name. I don't believe you are scamming anyone but a good customer service is something important.