Urgent Formal Complaint Regarding System Failure, Unauthorised Fund Loss and Denied Compensation

I am submitting a formal complaint regarding the loss of my account funds which occurred due to technical issues on your platform.

On the morning of 28 November 2025, I attempted to close my trades while they were in profit, but your system continuously returned "system error" messages. I was unable to close trades, withdraw, or manage my account. Shortly after this, all my funds were wiped, and my balance went to zero, without any action from me.

Your support team initially confirmed that XM was experiencing technical problems. However, despite this acknowledgment, I have now been informed that XM will not compensate me. This is unacceptable, especially since other brokers were fully operational and their clients were able to manage their trades.

Additionally, there are inconsistencies in my account records:

My trades were closed at a –36,000 ZAR loss even though my account had over 50,000 ZAR in equity.

My deposit history incorrectly shows 3,000 ZAR, although I deposited 10,000 ZAR.

I was told this was due to “margin protection,” yet my account was left at zero, which contradicts the idea of protection.

These losses occurred solely because XM’s system prevented me from managing my trades. I request:

A full refund of the funds lost due to the platform malfunction.

If this matter is not resolved within 5 business days, I will escalate it to the relevant regulatory authorities.