Dear Jaime Viña, regarding your complaint, we have received response from Axi, and they also provided evidence, reply as follows:

a. The withdrawal in question was made through Axi’s secure Client Portal using valid credentials (account number and password).

b. The funds were transferred to a bank account in the client’s name, and the client’s profile had been fully KYC verified since March 2020.

c. Upon receiving the complaint on 6 May 2025, Axi immediately initiated a transfer recall request and maintained ongoing communication with the client.

d. Our intermediary bank attempted the recall but was unsuccessful, after which the client was advised to contact the beneficiary bank directly, consistent with standard industry practice.

e. There is no evidence of any system breach on Axi’s part. The issue arose from compromised credentials, though the method of compromise (e.g., phishing or malware) could not be established.

f. Axi’s actions were fully compliant with our Client Agreement and all applicable regulatory obligations.

On May 7, 2025, I found USD 920 withdrawn from my AXI MT4 account on April 24, 2025, without my approval, to a UAE bank, leaving USD 7.51. AXI’s agent confirmed the fraud via WhatsApp but only gave a reference number, directing me to contact the bank. My KYC documents (ID, proof of address, bank details) were deleted from their portal, with no record of the fraudulent account. AXI noted the transaction came from a Bosnia-Herzegovina IP, a place I’ve never been (I’m in Colombia). They blamed me, citing a VPN or shared credentials, ignoring their duty to verify withdrawals. After 16 days, they referenced terms, refusing responsibility. I’ve reported this to ASIC, FCA, and The Financial Commission. AXI’s security lapses and poor response caused me significant loss.