Problem XM NFP No Ticks/Platform Disruption

[stan90]

I'm facing the same issue. I guess you can file a complaint with the registry authorities .

 

[FxMaster]

I'm facing the same issue. I guess you can file a complaint with the registry authorities .

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.

 

[YeroK]

I'm facing the same issue. I guess you can file a complaint with the registry authorities .

@stan90 I actually escalated it formally to FSC Belize under which @XM Team Global Limited is licensed
They finally responded yesterday from the Complaints Department with the attached email, along with CC-ing the regulator

 

[abadini]

@FxMaster
@XM Team ne répond plus à mes communications concernant cette affaire, que ce soit par le biais de ses canaux internes de réclamation/conformité/assistance ou par mes tentatives d'obtenir une réponse via divers canaux de médias sociaux.
Auriez-vous des conseils pour attirer leur attention sur ce sujet ?

Du courage frère, il est évident que ce broker n'est pas sérieux. il va falloir trouver un moyen pour informer le maximum de personne pour qu'ils ne soient pas victimes.

 

[YeroK]

Du courage frère, il est évident que ce broker n'est pas sérieux. il va falloir trouver un moyen pour informer le maximum de personne pour qu'ils ne soient pas victimes.

@abadini thank you for your support. My issue with @XM Team is about them not taking any accountability even when their platform had pricing/tick freeze, which made me miss my profit if USD 1100 and eventually executed my position at much worse pricing that ended up with a profit of USD 16.40
And they blame me for it, stating that no compensation is applicable since the position was closed with a profit and unrealized/future profits cannot be compensated
This is the point which I totally disagree with, because my profit was secured 100% had it not been due to their pricing issue, as I had pending orders on both sides (opening & closing) that would've been attained clearly, based on the Gold price movement during NFP
Thanks again for your support @abadini I'll keep you guys updated in this thread, as I have an ongoing case with the regulator

 

[stan90]

@abadini thank you for your support. My issue with @XM Team is about them not taking any accountability even when their platform had pricing/tick freeze, which made me miss my profit if USD 1100 and eventually executed my position at much worse pricing that ended up with a profit of USD 16.40
And they blame me for it, stating that no compensation is applicable since the position was closed with a profit and unrealized/future profits cannot be compensated
This is the point which I totally disagree with, because my profit was secured 100% had it not been due to their pricing issue, as I had pending orders on both sides (opening & closing) that would've been attained clearly, based on the Gold price movement during NFP
Thanks again for your support @abadini I'll keep you guys updated in this thread, as I have an ongoing case with the regulator

I hope something can be done about it because they made me lose all my funds on that account with that fake chart glitch just to say they had a technical issue ... they told me it happened at 15.33, whiles on trust pilot they told another guy it happened at 15:30 just to ignore our complaints.. I already filed internally with them and waiting to file after 15 days with European regulators ..

 

[YeroK]

I hope something can be done about it because they made me lose all my funds on that account with that fake chart glitch just to say they had a technical issue ... they told me it happened at 15.33, whiles on trust pilot they told another guy it happened at 15:30 just to ignore our complaints.. I already filed internally with them and waiting to file after 15 days with European regulators ..

@stan90 I'm not sure about your case but I personally encountered the pricing issue starting 15:30 GMT+3 (As per @XM Team server time) until 15:35 GMT+0 at which their pricing resumed

 

[YeroK]

Hi all, Account: 380528069 (Case: 2MC8ZY)
I had a 0.2 Lots XAUUSD SellStop order at 4455.00 with TP at: 4400.00 (Order ID: 287711957) set around 30 mins before NFP
At 12:30 GMT+0, NFP news got released but the platform stopped providing ticks on Gold, while other trading instruments were working fine
Eventually, ticks were gone and Gold chart/pricing was frozen for several minutes. Consequently, my SellStop was executed at 4392.28 (6272 pips worse) and was immediately closed at 4391.46, noting that price was already below my TP level
Moreover, when prices resumed, XM experienced platform disruption till around 13:15-13:20 GMT+0, during which access to the XM app was lost and I was unable to login, nor I could reach to live support (even without any sign in) as I was receiving error messages like:
"We are currently experiencing some technical difficulties..." / "Live chat is currently unavailable due to scheduled maintenance..."

Conclusion: My expected profit of 1100 USD was eventually reduced to 16.40 USD
Thus, I escalated a case to XM team to compensate me with the difference of 1083.60 USD that was lost due to their pricing/platform issues
However, after providing their support teams with all the required information (MT5 & XM App logs) + Screenshots + Video recordings, the response I received today from their support is to "specify what time was the issue faced" which I had already specified in my initial email. Also, I contacted their live chat but they seem ungrateful, unhelpful and evasive of my questions on "how to escalate a formal complaint". Instead, they kept on replying that I forward/send an email to support lol

At the current stage, I'm waiting for their official investigation response in regards to my fair compensation request. Depending on the decision, I will further escalate the matter to their Compliance team, followed by FC & FSC (under which my account is registered)

Screenshots:

• MQ Logs (I was connected via Read-only via my Android phone) > Clearly shows 2 active orders at 20:33:04 GMT+8 (12:33:04 GMT+0) as I had pending BuyStop & SellStop > However, price had already past my SellStop since 12:30 GMT+0 (At NFP news release) > However, logs also show where my SellStop & TP got executed at 12:35:05-12:35:06 GMT+0
• Live chat was not reachable > Also, no one replied back to me on Whatsapp till today
• XM App notification shows my SellStop (originally set at 4455.00) being executed

Videos:

• At 12:30 GMT+0, it's clearly visible that ticks were gone for Gold only, while other instruments were moving fine. Also, proof that it's nothing related to my own connection, as other symbols had moving charts/pricing
• Another video that proves they experienced a platform disruption, minutes after ticks resumed

In short, please be cautious of those mishaps with XM platform. I've been trading with them for quite some time (Maybe 1-2 years now) and never had escalated any complaint. Yet, the only single time I encountered an issue, which was obviously caused on their end, it showed their true colour in handling customer complaint & the level of customer satisfaction/retention they're really after...
I guess it sums up the "care" XM provides its clients with...shame!

UPDATE:
@XM Team finally admitted of encountering a pricing @Xm issues during NFP and has offered me a partial compensation of USD 757.00, to which I disagree based on the following facts:

• They have attached ticks in one of their replies which clearly indicate pricing manipulation, because they never answered to my query about where these ticks suddenly came from, and how their decision to compensate me was made based on the tick of 4438.58, meanwhile their own provided screenshots clearly indicate a better price of: 4453.62, at which my SellStop would've already been activated & executed (My Request: 4455.000)
• Based on the above, I still await a clear technical explanation behind their compensation decision which is offered around USD 350 less than my expected outcome, based on my requested prices/volume
• As per my pending orders (SellStop: 4455.000 | TP:4400 | Lots: 0.2) > I insist on getting a compensation of: USD 1100, which I clearly explained the logic behind it multiple times in response to their repetitive emails in which they clearly evade answering my questions from a technical perspective (screenshots attached) > However, @XM Team support team keeps on copy/pasting the same email over and over again without any further escalation to the Complaints/Compliance team
• Since @XM Team obviously does not want to facilitate things by prolonging my case and denying my proposal without enough evidence that supports their proposed compensation amount > Therefore, I am continuing to pursue this matter with the regulator FSC-Belize

 

[stan90]

During Nfp on 4th September the chart on Gold froze and couldn’t close trades in time .. their internal investigation came back from the mail they sent me with a random screenshot saying even if the charts were running I won’t have been able to close the trades in time .. I’m gonna file against in EU specifically Cyprus since am an European citizen..

 

[YeroK]

Hi all, Account: 380528069 (Case: 2MC8ZY)
I had a 0.2 Lots XAUUSD SellStop order at 4455.00 with TP at: 4400.00 (Order ID: 287711957) set around 30 mins before NFP
At 12:30 GMT+0, NFP news got released but the platform stopped providing ticks on Gold, while other trading instruments were working fine
Eventually, ticks were gone and Gold chart/pricing was frozen for several minutes. Consequently, my SellStop was executed at 4392.28 (6272 pips worse) and was immediately closed at 4391.46, noting that price was already below my TP level
Moreover, when prices resumed, XM experienced platform disruption till around 13:15-13:20 GMT+0, during which access to the XM app was lost and I was unable to login, nor I could reach to live support (even without any sign in) as I was receiving error messages like:
"We are currently experiencing some technical difficulties..." / "Live chat is currently unavailable due to scheduled maintenance..."

Conclusion: My expected profit of 1100 USD was eventually reduced to 16.40 USD
Thus, I escalated a case to XM team to compensate me with the difference of 1083.60 USD that was lost due to their pricing/platform issues
However, after providing their support teams with all the required information (MT5 & XM App logs) + Screenshots + Video recordings, the response I received today from their support is to "specify what time was the issue faced" which I had already specified in my initial email. Also, I contacted their live chat but they seem ungrateful, unhelpful and evasive of my questions on "how to escalate a formal complaint". Instead, they kept on replying that I forward/send an email to support lol

At the current stage, I'm waiting for their official investigation response in regards to my fair compensation request. Depending on the decision, I will further escalate the matter to their Compliance team, followed by FC & FSC (under which my account is registered)

Screenshots:

• MQ Logs (I was connected via Read-only via my Android phone) > Clearly shows 2 active orders at 20:33:04 GMT+8 (12:33:04 GMT+0) as I had pending BuyStop & SellStop > However, price had already past my SellStop since 12:30 GMT+0 (At NFP news release) > However, logs also show where my SellStop & TP got executed at 12:35:05-12:35:06 GMT+0
• Live chat was not reachable > Also, no one replied back to me on Whatsapp till today
• XM App notification shows my SellStop (originally set at 4455.00) being executed

Videos:

• At 12:30 GMT+0, it's clearly visible that ticks were gone for Gold only, while other instruments were moving fine. Also, proof that it's nothing related to my own connection, as other symbols had moving charts/pricing
• Another video that proves they experienced a platform disruption, minutes after ticks resumed

In short, please be cautious of those mishaps with XM platform. I've been trading with them for quite some time (Maybe 1-2 years now) and never had escalated any complaint. Yet, the only single time I encountered an issue, which was obviously caused on their end, it showed their true colour in handling customer complaint & the level of customer satisfaction/retention they're really after...
I guess it sums up the "care" XM provides its clients with...shame!

Additional Information:
@XM Team is clearly manipulating its own price feed. In the email in which they proposed compensation, they have attached a screenshot from an unknown price feed and an unknown source, and proposing a compensation at a tick that they have selected randomly on their own (4438.58), although we can see a better previous tick (4453.62) which would end up with a bigger NET compensation amount (USD 1057.80)
However, by personally reviewing their price feed, it does not match with what they've attached in their email, as they had absolutely no tick data from the period of 15:30:06-15:35:04 GMT+3
So, based on these facts, I rejected their compensation proposal and countered it with the fact that I should be compensated based on my requested SellStop & TP pricing (Amount: USD 1083.60), which is more logical and does not rely on pre-defined or pre-selected ticks but rather actual pending price levels that, as per market data, would've been attained!