Dear Valued Client, Hello and thank you for choosing XM and for your support. Regarding the issue you reported for account 6891**** (complaint case number: #1522959988), we promptly forwarded your complaint to the relevant department for a detailed investigation and provide the following response: First, XM operates on an A-Book (straight-through processing) model, where all client orders are executed at market prices. You were trading 20 micro lots of GBPJPYm#, and at 00:03 (platform time) on September 25, 2025, the position was stopped out by the system as the stop-loss price was triggered. Second, for sell positions (short orders), the opening price is the "Sell\" price, while the closing price is the \"Buy\" price. Since the chart displays the \"Sell\" price, the real-time Spread at that moment must be added to determine the \"Buy\" price. The platform uses floating spreads, which fluctuate in real-time based on market conditions. Therefore, the actual stop-loss execution price is determined by the real-time \"Buy\" price (Sell price + Spread). Upon verification, the trade occurred during the early morning hours when trading Liquidity was low, leading to widened spreads. The \"Buy" price for GBPJPYm# (Sell price + Spread) indeed reached your set stop-loss level, which triggered the system to execute the stop-loss closure. Finally, we sincerely appreciate your understanding and support for XM. If you have any further questions, please feel free to contact us by visiting the official XM website at https://www.xmcnmarkets.info/cn and clicking the blue question mark icon in the lower right corner to reach our customer service. XM provides 24/7 online customer support from Monday to Friday, and we are always happy to assist you. Sincerely

GBPJPY 掛單設止盈止損，結果突然點差擴大近10倍，碰止損價。 非常不可靠，點差說平均29點。 實際上浮動點差至少273點。 黑心平台，望周知。