Exness：Exness software error, Exness has confirmed it is an error from Exness but no compensation

My account: 49115671 My complaint is as follows: First, on August 12, 2023 Exness proactively emailed me about the Stop Stop Protection feature. On October 6, 203, I asked Exness about the order code #116971637 to buy 0.05 lots of XAUUSD that was closed and asked if the "Stop Out Protection" feature was defective or not? and what is the calculation for the "Stop Protection" feature? On October 7, 2023 (Photo 2, 2-4)Exness replied via my email and "Stop Out Protection" calculation. After that, I checked the previously closed order codes and on October 10, 2023, I sent an email asking about 2 order codes #113419688, #113448820 but had to wait until October 19, 2023. exness just replied On October 19, 2023, I received an email reply from Exness but in a different way, the calculation of the Stop Out Protection tool was not applied as previous Exness emails did. In the email dated October 19, 2023, Exness did not explain how Stop-Out Protection is calculated but only stated clause 2.5(a) + Exness General Terms of Business - The Company reserves the right to force the Client's order to be closed if the required Stop Out margin is reached or there is Negative Equity (Photo 8)<= Exness does not mention hedge transactions Stop trading + But at that time my account had deactivation protection feature (Exness proactively emailed me about that feature on August 12, 2023), On October 20, 2023, Exness still responded as on October 19, 2023 and emphasized article 2.5 (a). Please review order code #116971637 buy 0.05 lot XAUUSD Result of Exness sending a response email (October 7, 2023): Discount = Spread x number of lots / 2. Order #116971637 Buy 0.05 lot XAUUSD was closed at: Spread = 12.5 pips = 0.625 USD --> Refund = 0.625 x 0.05 / 2 = 0.016 USD Floating loss = (Price at that time - Order opening price)/ pip size x number of lots = (1810,727 - 1868..314)/ 0.01 x 0.05 = 287.93 USD Virtual working capital at average price = Balance - floating loss + discount. So Virtual Working Capital at average price = 287.59 - 287.93 + 0.016 = - 0.32 USD Applying Exness's formula, I recalculated 2 order codes closed on September 1, 2023, 2 order codes #113419688, #113448820 to buy 3 lots of DXY, 5 lots of DXY as follows (picture 4-4): #113448820: Discount = ((104,296 - 104,281)/0.01)* 50)*5/2 = 187.5 #113419688: Discount = ((104,296 - 104,281)/0.01)* 30)*3/2 = 67.5 (picture 19) Therefore : Equity = Balance + Float = 2468.6 + (-2547) = -78.4 The circulating virtual capital at the average price is calculated as follows (calculated according to the balance you mentioned): 2468.6(balance) -600 (floating loss) + 67.5 (discount) - 1947 (floating loss) + 187.5 (discount) = 176.6 When it was discovered that Exness's trading software had an error with the Stop Stop Protection feature, on October 11, 2023, an email was sent to Exness. Because I had to wait a long time, I had an online chat (October 18, 2023) with Exness about how to calculate the spread and discount for 2 order codes 113419688, 113448820 and Exness offered a calculation similar to the code calculation. Comeinand. #116971637 on October 7, 2023: Then I recalculate: Equity = Balance + Float + Discount = 2468.6 + (-2547) + (187.5 +67.5)= 176.6 At this time, my Equity is not negative but the Exness software encountered an error when closing 2 orders #113419688, #113448820 I emailed a request for compensation, as the Exness website announced a Compensation Fund of 20,000 Euros per case. + Exness then sent a response email after changing the formula (October 31, 2023): pip value: lot number * contract size (DXY = 1000) * pip size (DXY = 0.01) #113448820: ((104.176 - 104.296)/0.01) * 50 = -600.00 #113419688: ((103.647 - 104.296)/0.01) * 30 = -1947.00 Floating loss = (-600) + (-1947) = -2547 Balance = 2468.6 Equity = Balance + Float = 2468.6 + (-2547) = -78.4 Discount = (Difference / 2) = ((Ask price - Bid price)/ pip size*pip value)/2 = 37.5 + 22.5 = 60 #113448820: Discount 1 = ((104,296 - 104,281)/0.01)* 50)/2 = 37.5 <= I find this calculation is not as accurate as on the web and not as accurate as the discount calculation of XAU as above #113419688: Discount 2 = (104,296 - 104,281)/0.01)* 30)/2 = 22.5 <= we found that this calculation is not as accurate as on the web and not as accurate as the discount calculation of XAU as above I continued to complain that the calculation that Exness gave was not the same as the initial emails and on November 16, 2023, Exness admitted that it was Exness's fault but did not compensate (Photo 20). At that time I thought I would be compensated fairly but no, on November 19, 2023, Exness sent an email response stating that it was in full compliance with the terms of the Client Agreement as follows (Photo 21): 5.3. From time to time, the Company may, in its sole discretion, provide the Client with information, training/educational materials, news, market commentary or other information but not as a service. . For this information: A. The Company will not be responsible for such information; B. The Company makes no representations, warranties or guarantees as to the accuracy, correctness or completeness of such information or as to the tax or legal consequences of any Order and/or Transaction Which is relevant; C. This information is provided for informational purposes only, to help Customers make their own investment decisions and is not intended to provide unsolicited investment advice or financial promotions to Customers row. ; D. If the content of a document is limited to the individual or group of persons to whom the document is delivered or distributed, Customer agrees that the document will not be transmitted to any individual or group of persons. any such thing; E. The Client accepts that prior to submission, the Company may have taken action on its own using the information as a basis for the Company. The Company makes no representation as to when Customers will receive such information and cannot guarantee that Customers will receive such information at the same time as other customers. 5.4. It is understood that training/educational materials, market commentary, news or other information provided or made available by the Company are subject to change and may be withdrawn at any time without notice. newspaper. newspaper. newspaper. Conclude: + Exness admits errors but does not compensate, using terms and agreements is an act of deception and fraud. + Exness will not be responsible for what is posted on the website or proactively send you any features <= this is stated in the customer agreement in section 5.3 + Exness's customer agreement states that Exness makes an error, and the person who suffers when Exness makes an error is the customer.