Appeal To Restoration Of XM Account And Profit $2860

Faizan

380

Dear XM Compliance Team, I am writing to formally clarify a serious misunderstanding regarding a recent account verification process and the subsequent deduction of 2,861.45 USD from my account (ADJ01-COR12) linked to my trading account ID 92089452. I am a new user on your platform, and this situation arose during my first withdrawal attempt. I was only familiar with P2P-type withdrawals, which work differently from XM’s withdrawal procedures, and my lack of experience with your mobile interface and selfie-based verification led to an unfortunate mistake. Because I was unsure how to proceed correctly and did not want to make an error, I asked my brother for technical help with the mobile application. He is a mobile operator and has no involvement in trading or in my trading activities. During the automated “Liveness Check/Selfie” prompt, my brother accidentally took a photo of himself instead of me. At that moment, I did not realize the seriousness of this error or that the wrong image had been submitted. I only became aware of the issue when I received an email from XM informing me of the termination of the partnership and the subsequent actions taken regarding my account and funds. I now fully understand that submitting another person’s image during a liveness check is a serious matter, even if it happened unintentionally due to inexperience and confusion with the process. I respectfully emphasize that there was no fraudulent intent on my side, and all trading decisions and actions on the account have always been made solely by me. The mistake was purely technical and related only to the verification step. I am fully willing to cooperate to resolve this misunderstanding, including completing a new live verification process, providing any additional identity documents, and clarifying my trading history and activities in detail. I kindly request that XM Compliance re-evaluate my case with human involvement, taking into account the context of my being a new user and the unintentional nature of the mistake during the selfie verification. In light of the above, I respectfully ask that you review the decision regarding the termination and the deduction of 2,861.45 USD, restore normal status to my trading account if possible, and return my funds. I also kindly request a clear written explanation of the final decision after a thorough manual review of my case. Thank you for your time and consideration.

Faizan

XM globle has scheduled a call with me on 10 am Monday by an Account Manager to discuss the matter. Thank you XM to consider.

Faizan

Scheduled Call with account manager was just plant scripted call where I was told that I was my mistake that third party used your account for trading . Account Manager never offered me further varifiation and explanation of particular Clause which allow them took whole of property of client . I wasn't offered any resolution. It just seems it was act of assessing my situation . However there are gross contrual negligances along with Beliz FSC guildlines are violated. It looks like they just use this events to get enriched using the others money and there is no one to hold them accountable and they get away so easily. Till now , I have sent them 6 mails which inawsered to Compliant, many to supports and other department . So for no answer not a single answer . Only account manager said our decision is final and file a complaint in complaint department. I am following proper procedure to exclate the matter to FSC Baliez. However I will remain open to have mutual resolution of matter because according to contract agreement it is still possible . There is no evidence of using third party help to do trading . My IP logs , my trading patterns and my log in records are from my mobile . So I'm confident to have esultikn either internally or through FSC. Looking forward for internation resultion

Faizan

I have file formal complaint and finally I received acknowledgement if the my complaint.

Faizan

XM Support (suppor***@xm.com) sent me an email stating that their decision is final in this matter. On the other hand, my account manager says that I should wait for a response from ***[email protected]. It is all very confusing and difficult to understand. I am following the timeline, and if this issue is not resolved properly, I will take the matter to the FSC. However, I still believe that an internal resolution is desirable and possible within the framework of XM’s agreement.

Faizan

I have received a mail from my Account Manager and from [email protected], they mentioned I should wait for the decision of [email protected]

Faizan

It has been 16 days since I submitted my formal complaint in accordance with XM’s complaint procedure, but they have not provided me with any update regarding the investigation of my case. According to their procedure, they are required to respond with the results of the investigation or offer redress within 14 calendar days, and that deadline has already passed.