Dear Leaders, Hello, I am the account holder of account 693084723. I regret to have to contact you in this manner. The main purposes of today's communication are: First, to complain about being treated differently on this platform, including maliciously added spreads and fees; Second, to express my personal demand: I request a refund for the fees added without my knowledge. Complaint details: 1. Maliciously obtaining customer information, requesting customers to provide ID cards and bank cards. At the end of April 2024, I was recommended by Mr. Zhu to open an account and engage in foreign exchange trading on the ATFX platform. The account manager of this platform, registered with the SayBox app, has the account ATFX6666. When I contacted him to open an account, he asked me to send my personal ID card and bank card information. However, I learned from several other ATFX agents that there is no need to provide such documents. They can directly provide a platform link for uploading the documents. I have reason to question the intentions of this account manager. As a novice in the market, I had no doubts because of Mr. Zhu's introduction. 2. Poor and unprofessional service. No information about spreads and fees is disclosed. I had to bear high spreads of more than 50 pips and fees of 30 pips per transaction during a two-month trading period. During the account opening process, the account manager did not inform me about spreads and fees. As a foreign exchange market novice, I did not have the right to know. After the transactions, I found that the buying price was 50 pips higher than the actual trading price, and there was a fee of 30 pips. When I consulted the account manager, he replied that these were normal international platform spreads. I would like to ask the leaders, is a 50-pip spread normal? Based on my understanding from several other ATFX agents, the spreads are generally between 26-35 pips, and they also mentioned that there are no fees for currency transactions and they can be set. Therefore, my account has already met the requirements for an agent account with a balance of $50,000. Why do I still have to bear high fees? The cost per lot is as high as $50, which is equivalent to about 375 RMB. If I trade 10 lots each time, I will lose 3,750 RMB without my knowledge. 3. Deceiving customers to deposit more funds in order to qualify for fee reductions. This behavior is fraudulent. The account manager posted on Moments, stating that fees can be waived for accounts with balances between $150,000 and $300,000. Based on my understanding, ATFX does not have such an activity, it is deceptive. I have reason to suspect that this account manager maliciously induced customers to invest funds in order to achieve his own performance goals. He used the platform to deceive ordinary novice customers, which is extremely detrimental to the reputation of the platform. This behavior is fraudulent. 4. Creating various panics for customers and defaming fellow ATFX account managers. After learning about normal spreads from other ATFX agents, I asked the account manager for confirmation. Instead of objectively explaining the actual situation, he guided customers to believe that these were scammers from outside. After multiple inquiries, I found that several other ATFX agents are all legitimate ATFX employees. I don't need to provide evidence here. This behavior further demonstrates that the account manager has violated the company's service tenet: putting users first and keeping it simple and trustworthy. This is how ATFX is promoted on the official website. How can such a stain be allowed on the company's platform? Creating panic for customers. 5. Lack of integrity, promises can be broken without any credibility. The account manager promised to waive the fees, but in the end, he gave baseless personal reasons, stating that it was instructed by the department manager or Mr. Zhu not to waive them. May I ask, as the platform, does ATFX have the right to bring personal emotions into work? Is this the attitude of service? Does your company recognize the ability of such an unprofessional account manager? In addition, the cultural quality of the communication process is extremely low, saying things that are baseless, such as "you respect me a foot, I respect you a zhang". Is this the attitude of service? Should customers have to beg the ATFX platform? Who gave the account manager such great power to add baseless things to customers? Demand: Please take strict action against this manager who lacks both professional ethics and competence. As a customer, I should not have to pay for his mistakes. The maliciously added spreads and fees should be returned by the platform without my knowledge. Please assign someone as soon as possible to communicate and resolve this issue; dealing with this manager has been very unpleasant. Thank you! Details of the specific incident are attached in 5 screenshots below, and more are available if needed by your company for further verification. Looking forward to resolving this issue soon.