On November 28, 2025, at around 11:00 a.m., I opened a total position size of 0.25 lots on XAUUSD in my XM Global account. Before entering the trade, the take-profit level I had clearly identified on TradingView was reached. However, on XM Global’s charts, the price appeared not to have approached that level. Because the price that hit my take-profit level on TradingView was not reflected on XM Global, my position—which should have closed in profit—remained open. Afterward, when the market dropped, my account was stopped out and my open gold positions were automatically closed. Shortly after this, I was informed that the market had been shut down due to a technical issue.
As a result, I lost both my principal balance of approximately $290 USD and an estimated $150 USD in profit that should have been realized when the price reached my take-profit level. When I reported the situation to live support, no solution was offered, and I was told to send an email to t************@xm.com**. Despite sending a detailed email with all screenshots and documentation, I received no response.
I do not believe the price discrepancy and chart difference were caused by any mistake on my part; I believe they were due to a technical or infrastructure-related issue. For this reason, I request a full refund of all losses incurred, including the approximately $290 USD balance that was wiped out, and that an investigation be conducted regarding the position that should have reached its take-profit level so that my grievance can be fully resolved.
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In my XAUUSD trades on XM Global, my positions were closed nearly 100 pips below my stop-loss level, causing my account to be liquidated. During these trades, which occurred around 10:03 a.m. on November 28, I had a balance of 70 USD. When my stop-loss was triggered, my loss should have been around ...
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