Problem I just created an Exness account and it got stopped out over night without me trading

[Youssef Al S]

Greetings Saad69,

We apologize for the inconvenience you may have experienced. Please note that we have reached out to you via direct message to investigate the matter further.

If you have any other questions or concerns, we remain at your disposal.

Thank you
The Exness Team

I Also got the same issue and you guys said it was from my end and opted out of messaging me I have screenshots of this entire fogazi you just dropped

 

[Abdelhamid Taha]

Hi @ExnessOfficial

Given that Exness maintains a strong presence and active operations in the Middle East, I am reaching out to request clarification on the handling of recent complaints in this thread. It is essential for maintaining trust among traders in the region and beyond.

I would like to highlight that your engagement with the previous complaint from saad69 appeared unprofessional, as the client was ultimately left without an appropriate explanation for the unauthorized account activity and stop-out. Despite providing evidence of a potential security breach, the response relied on generic references to the client agreement without addressing the specifics, leading to unresolved dissatisfaction and escalation threats.

Regarding the recent complaint from Youssef Al S (also referred to as Saad in the provided chat logs), who reported a similar issue of an account being stopped out overnight without trading and shared screenshots of interactions, the customer service handling further exemplifies unprofessionalism. In the chats, support agents like Florencia D. discussed IP addresses, noting that the trades originated from an Egyptian IP while the client claims to be in Morocco and denies any trading activity on the new account (account numbers 173270793 and 171710715 mentioned). The agent explained refund conditions based on whether the IP was commonly used by the client or had been used for other trades, but failed to provide the client's requested IP details or a clear resolution path. More concerningly, another chat session with agent Mohamed abruptly dismissed the issue as "not account takeover" but "an issue from your end," followed by an immediate "End" command, resulting in an automated message stating the client had opted out of further communications—effectively cutting off support without proper investigation or closure. This dismissive and evasive approach leaves clients feeling blamed and unsupported, exacerbating distrust.

I urge you to handle this matter more effectively by providing Youssef/Saad with a thorough, private explanation of what occurred, including investigative findings on the IP discrepancies and any refund eligibility.

Additionally, offering a general clarification to FPA members on how such incidents are prevented, investigated, and resolved—particularly regarding IP verification and account security protocols—would help restore confidence in Exness's security measures and customer support.

Thank you for your attention to this. I look forward to your response.

Hi @Youssef Al S

I assure you that I will follow up with you personally on this matter. However, to ensure a fair resolution, we first need to hear Exness's official response and clarification on the thread. Please stay tuned.

 

[FxMaster]

I Also got the same issue and you guys said it was from my end and opted out of messaging me I have screenshots of this entire fogazi you just dropped

If you are having a serious problem with a company, you should open your own thread in Financial Company Comparisons and Discussions
and give details (make sure to choose "prefix" as a problem).

Why your own thread?

1. If the person who started this thread has their issue resolved, it will be marked as resolved.

2. Your thread can have a link from your review. This makes your issue more visible.

3. Issues can be different. Having your own thread makes getting advice specific to resolving your issue easier.

 

[ExnessOfficial]

I Also got the same issue and you guys said it was from my end and opted out of messaging me I have screenshots of this entire fogazi you just dropped

Hello Youssef Al S

We are sorry to hear about your experience. Please contact us via direct message so we can better understand your issue and look into it further.

Thank you

 

[ExnessOfficial]

Hi @ExnessOfficial

Given that Exness maintains a strong presence and active operations in the Middle East, I am reaching out to request clarification on the handling of recent complaints in this thread. It is essential for maintaining trust among traders in the region and beyond.

I would like to highlight that your engagement with the previous complaint from saad69 appeared unprofessional, as the client was ultimately left without an appropriate explanation for the unauthorized account activity and stop-out. Despite providing evidence of a potential security breach, the response relied on generic references to the client agreement without addressing the specifics, leading to unresolved dissatisfaction and escalation threats.

Regarding the recent complaint from Youssef Al S (also referred to as Saad in the provided chat logs), who reported a similar issue of an account being stopped out overnight without trading and shared screenshots of interactions, the customer service handling further exemplifies unprofessionalism. In the chats, support agents like Florencia D. discussed IP addresses, noting that the trades originated from an Egyptian IP while the client claims to be in Morocco and denies any trading activity on the new account (account numbers 173270793 and 171710715 mentioned). The agent explained refund conditions based on whether the IP was commonly used by the client or had been used for other trades, but failed to provide the client's requested IP details or a clear resolution path. More concerningly, another chat session with agent Mohamed abruptly dismissed the issue as "not account takeover" but "an issue from your end," followed by an immediate "End" command, resulting in an automated message stating the client had opted out of further communications—effectively cutting off support without proper investigation or closure. This dismissive and evasive approach leaves clients feeling blamed and unsupported, exacerbating distrust.

I urge you to handle this matter more effectively by providing Youssef/Saad with a thorough, private explanation of what occurred, including investigative findings on the IP discrepancies and any refund eligibility.

Additionally, offering a general clarification to FPA members on how such incidents are prevented, investigated, and resolved—particularly regarding IP verification and account security protocols—would help restore confidence in Exness's security measures and customer support.

Thank you for your attention to this. I look forward to your response.

Hi @Youssef Al S

I assure you that I will follow up with you personally on this matter. However, to ensure a fair resolution, we first need to hear Exness's official response and clarification on the thread. Please stay tuned.

Hello Abdelhamid Taha

We appreciate your feedback. We would recommend the account owner to contact us directly so we can better assist them.

Thank you

 

[Abdelhamid Taha]

Hello Abdelhamid Taha

We appreciate your feedback. We would recommend the account owner to contact us directly so we can better assist them.

Thank you

Hi @ExnessOfficial

Thank you for your response. I requested clarification because the original complaint by saad69, which started on January 5, 2025, remains unresolved, potentially causing reputational damage to Exness.

More importantly, no public clarification has been provided on the incident, despite it raising serious security concerns about your system's vulnerability to unauthorized access and stop-outs. I urge you to address this transparently for the benefit of all FPA members.

Regards,
Abdelhamid

 

[Youssef Al S]

Hello Abdelhamid Taha

We appreciate your feedback. We would recommend the account owner to contact us directly so we can better assist them.

Thank you

I Sent you a dm

 

[ExnessOfficial]

I Sent you a dm

Hello Youssef Al S

We have received your direct message and will continue to assist you there further. Thank you.