CONTENT On the evening of March 19, 2026, the CXM trading platform experienced a freeze, making it impossible to log in and trade, resulting in a loss of $8,450.6 in principal for account 2132590304.
At 3:45 PM on March 19th, the trading system suddenly stopped. A total of 1.9 lots of gold were traded at an average price of 4572. At 3:45 PM, an additional 0.5 lots of gold were added when the gold price was around 4550, but the trade could not be executed. Then at 3:48 PM, another 0.5 lots of gold were added when the gold price was around 4533, but the trade still could not be executed.
After adding to the position, the position should be 2.9 lots of gold, with an average price of around 4561. Since the market remained stagnant and the order could not be executed, I closed the system software and restarted the trading system. After closing, I was unable to log back in.
After adding to the position, the market quickly reversed, surging to 4585 at 3:58 PM. At this price, the profit for 2.9 lots of gold should have been around $6960. According to normal trading logic, anyone would close the position to lock in profits at $6960. However, due to system login issues, the closing operation could not be completed. This led to the market continuing to fall after recovering, forcing the trader to close the position at a loss between 4524 and 4536, directly resulting in the loss of profits and even a principal loss of $8450.6.
After the incident, I immediately contacted my account manager to register. Due to the urgency of the matter, the account manager misremembered the claim amount. The manager reported only $2,470 (this amount was the profit from the position closed at $4,585 at that time), without reporting the loss of $8,450.6 of principal and $4,350 (two profits that failed to open due to a trading halt).
As a result, CXM only compensated me $2,470, and after multiple attempts to communicate with them, I received no response. I demand that CXM compensate me for the principal loss of $8,450.6.
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