EXNESS official representative

Dear Exness/Maria,

Appreciate you check my internet, but the problem is, any unknown time chance is maybe I am downloading things...something I don't when I have actual trading
Not only that, Exness ( and all other MT4 platforms, since I use more than Exness's once in a while) have something like a server ping time....do you seriously think I would try to scalp with 2000 ms time?!? Please, rethink it! But to help your testing department out, here is a usual time, me downloading in the background...picture attached!

I did make 4 requests on 3 different channels toward Exness, requesting the ping chart for the trade in question, starting 5 second before order sent to ending 5 second after order executed...and was pretty clear on that.
The 3 channels were:
-live chat from support person
-the feedback on exness website
-forex factory, on this thread from exness representative, refer to few posts above.

the requests were made 3 times on the same day, 3rd Dec, and once repeated yesterday on feedback, after 24 hours there was no answer to it apart from wait.
now, I strongly believe, that this matter is a comply or not with request, and if comply, it should not take days to do so. in the end we going to finish in excuses, and frankly, I had already more than my share of that on various matters. as I can take a sceeenshot of my ping, you can attach a 17 second worth of ping chart, I am sure.
I don't necessarily have positive feelings and experiences taking everything out of forum to the background. that is where nothing seem to happen, but only one sided excuses. again, you can disagree, but then refer back some earlier posts about my balance miscalculation by exness, and I would be happy to support that also with the countless emails, where I was but called stupid not getting the points, UNTIL finally someone smart there had a good hard look. would it happen if there is email only? NOT.
that is my stand, and we don't change that.
Exness can deny providing the tick chart, for whatever reason, but then Exness will have to deny it in the open.
I made it crystal clear I want to have it, and I made it clear on multiple ways to Exness, so, I don't think I need a 4th way to do that so, and again.

here is the original request:
order execution latency
hi
asked the support for a tick data chart showing the corresponding attached trade time, +/- 5 second period before and after...altogether about 18 second worth of tick data.
such latency from sending order time to execution seems unacceptable, and some think it rather looks like a "last look" execution than not.
please email the tick data chart for the time window in question to [email protected]
thank you in advance for the co-operation!

XXXXXXX
Jingjai Aomngern https://www.exness.com/images/member/arrow_green_sd.png EXNESS Support
Status changed: "Unapproved" ➝ "Open
2014.12.03 14:05
reply

Thank you for your help!
profitfarmer

Dear profitfarmer,

I have passed the information to specialists.

When the answer is ready, I will publish it here.

Thank you.

Dear profitfarmer,

Our specialists carefully studied the information above and they also suppose that the size of ping (300 ms) isn't good.

Let me clarify that a request of tick data can be satisfied only in case of incorrect execution from the company side or any other cases. When the company complies with its obligations under the legal documents, our specialists may reject an application of tick data.

Nevertheless, they have prepared the tick data for two minutes. I have sent you the information to your email address. Please, check it.

Thank you for understanding!

The tick data chart request was regardless the execution speed.
I am glad it was sent.
Hard to not notice that while it only took 2 minutes to prepare, in the same time it took 5 days to comply with my request.
I am understanding, but sometimes I am afraid we have a different understanding ( pun intended).


OK, the issue deserve an UPDATE....

the date I got looks like this:
"1,23399 1,23408
1,23399 1,23409
1,234 1,23408
1,23399 1,23408
1,23398 1,23406
1,23395 1,23405
1,23394 1,23404
1,23391 1,23404
1,2339 1,23404
1,23391 1,23403
1,23388 1,23402
1,23387 1,23401
1,23388 1,234"

it is a sample of about 230 similar lines.
where is the amswer in this? how do you plot them against a chart? where is the corresponding time indicated? - similar questions spring into my mind.
let me sum it up,

Exness out of kindness comply my request, in a way that is ISNT COMPLY AT ALL!
Some assume it is not in their interest to do so. And sure such delay, and such official data answer to confirm that.
Maria, appreciate the effort, but I hope you are with me on this one, IT IS USELESS DATA IN THIS FORM AND SHAPE!!

please regard the issue closed, for now on this I take as closed;
BUT obviously there are some thorns left about the handling and solution of it!

Dear profitfarmer,

As I told you before, our specialists may provide clients with tick data in special situations but a time during we should provide with the information isn't regulated by legal documents. We always analyze situations of clients and give them that information which can be useful for the exact situation. In your case our specialists didn't find any infringements from the company side and they also understood that tick history does not matter in this situation, but despite on it, they provided you with it based on your request.

Tick lines may be similar, because it shows us the smallest changing of a price.

Please, if you have more questions I would be glad to answer on it. You may always communicate with me via email ([email protected]).

Thank you!

Just to make things clear:
the price list without time indicated not equal tick chart.
when it comes to execution, tick chart might very well be relevant when trading with a market maker account! ( or effective against that specialist) who decided when to accept and execute the order, handling the software, and has the freedom of 'last look'.

"In your case our specialists didn't find any infringements from the company side"
and for this statement...sorry, begs the question: do they ever?
not to mention it suggests that if there is infringements that are from my side...find it a bit offensive, just like when my suspicious trading resulted trade bonus removal, without trading suspiciously.

as I said, case close from my side, but unsatisfactorily.

Dear profitfarmer,

Our company works under 3 principles: openness, transparency and honesty. That's why we are fully interested in analyzing every situation and every request from clients to help to solve different questions of clients and to improve our services also. EXNESS appreciates customers for helping to improve services and for constructive comments about company products.

The relationship between company and client is built basing on legal documents and regulations and we always fulfill our obligations owed to customers because we are interested in long-term co-operation.

So if your question wasn't fully satisfied, I would recommend you also to make the request with the necessary information to our Complaints Department ([email protected]).

there is no point of wasting my time on that email. we both know that. but thanks for the offer.

Hello Exness

I am a new customer of yours (814024) and I would like to have some clarifications on my today's GBPUSD long trade in an ECN account.

My stoploss was 1.57164 and the low was 1.57175, but the stopploss got triggered, why is that? there is almost 1.1 pips difference and it is an ECN account. For your information the price is still trading above my entry price by 10 pips

I can post the screen shot if you wanted.

Please clarify.

usasa.

ps: there was no news during that time.

Is it normal?

Dear usasa,

Thank you for the information.

I was created the special task with the detailed information for our specialists from the Interbank Department. They will analyze the question and will provide with the comment.
When the answer will be ready, I will publish it here.

Thank you for understanding.

Thanks.

No big deal, just wanted to make sure how you operate.

Dear usasa,

Our specialists have carefully studied the situation.

One of the liquidity providers have executed the order in inaccurate way, so we decided to take costs of the order on ourselves and have canceled the financial result of the order and the commission.

Please, check the order.

EXNESS brings you apologies for the inconvenience!

Thanks and appreciate your immediate response. I lost little focus because of this incident, and I hope this doesn't repeat in future.

usasa

Hi Exness

Something weird, my stop loss order not triggered? Of course it is in my favor but still need some clarification.

ps: I am unable to close the order manually.

Hi Exness,

There a problem with your updated site. When i input my log in details the message that appears is

Forbidden (403)
CSRF verification failed. Request aborted.
More information is available with DEBUG=True.

Hi Exness,
The website is worked fine after I cleared cache. Great look!!

Dear usasa,

For analyzing the situation, would you be so kind, please, send me the number of the order to my email: [email protected].

I will pass the information to specialists and they will give a comment.

Thank you.

Dear makamba, aiming4stars,

If you have any difficulties with the web-site, please, clarify the situation and make a screenshot of it. You may send the information to my email: [email protected].

Thank you.

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