XM
XM
Unexpected inactivity fee charged without prior notification
描述
An inactivity fee of USD 15/month was charged for 3 consecutive months (totalling USD 45) without the complainant receiving any email notification. The complainant states they were unaware of the inactivity policy and that their notification preferences were set to receive all communications. XM's terms do state the inactivity fee policy, but the complainant argues the lack of a reminder notification is a consumer-unfriendly practice.
涉及金额
USD 45
支持证据
- account-statement-fees.pdf
- email-notification-settings-screenshot.png
投诉时间线
2025-05-02
2025-05-02
2025-05-02
2025-05-02
2025-05-02
2025-05-02
2025-07-10
平台回复
Response to Swap Rate Discrepancy Allegation
XM has conducted an internal audit of the swap rates applied to the complainant's account. Our swap rates are sourced from interbank rates and are updated daily. We have identified a display lag in the swap rate table on our website, which may have caused confusion. The rates applied to client accounts were correct based on the interbank rates at the time of rollover. We are working to improve the real-time accuracy of our published swap rate tables.
IPTI research unit is independently verifying swap rate calculations against interbank benchmarks. Verification pending completion of rate comparison analysis.
IFCCI研究回复
IFCCI review confirms the inactivity fee is disclosed in XM's terms and conditions (Section 7.3). While the fee itself is within industry norms, Research observations indicate that platforms adopt proactive notification practices before applying dormancy charges. Consumers are advised to review fee schedules upon account opening and set calendar reminders for inactive accounts. This case has been closed as the fee was contractually valid, though IFCCI has noted the notification gap in its platform transparency observations.
Legal Disclaimer
IFCCI 透明度计划是一项独立研究倡议,不构成监管监督、专业财务建议或官方合规认证。所有发现均代表基于研究的观察,旨在促进金融行业的透明度对话与知情评估。FinScope 是为支持本计划面向公众的数字界面而开发的技术平台。