Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transactions were march 20 and 21. In the amount of 130$ I was charged for a supposedly free account. Once I contacted support about it there was a credit into the take profit credit bank. Was told a refund would be processed, it has not and no communication about it. Paid for reset of pro account for 649$ . The inaccuracy of the data between tradovate and ninjatrader was horrible. I would just like a refund and to never do business with them again.

  Business Response

  Date: 04/18/2025

  We apologize for the delay in communication and understand your frustration. However, after reviewing your account, we can confirm that the initial charge you referenced was not for a free account but for a standard evaluation, and the corresponding credit was applied accurately. Regarding the $649 reset, the data you referenced is provided through third-party platforms (Tradovate and NinjaTrader), and any discrepancies between them are outside of our control. As per our terms, refunds are not issued once services are rendered, and in this case, all purchased resources were delivered as expected.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23118351
  
  I am rejecting this response because: whether they can control the two outside parties or not, Take Profit Trader is the middle man in everything. They are the ones who decided to partner with said companies and promote it though their company. It's called good business and taking care of customer service. They took care of one complaint extremely slow and call it good?? Not to mention they voiced the fact that the safety measures were disabled BY THEM that could've prevented the entire issue. I'll be leaving a review wherever I can on this company and in all the trading groups/forums I'm a part of. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 04/22/2025

  We understand your concerns and appreciate you taking the time to share your feedback. At this point, we believe our previous response has fully addressed the details of your case, and we have no additional updates to provide.
  
  And to clarify again: Outlined in our terms of service, all purchases are non-refundable once services have been rendered, and in this case, all purchased resources were provided as expected.
  
  If any new information becomes available that may affect the outcome, were happy to review it. Otherwise, we stand by our original response.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear TPT Support/Customer Service,I am writing to formally request a full refund for the recent subscription charges applied to my account(s), which I believe were charged in error.Immediately upon noticing the charges on my credit card, I contacted live chat support. These charges were associated with test accounts that should not have renewed, as I had already liquidated and stopped using them. Historically, Ive never had to manually cancel subscriptionsthis has never been an issue across the more than 30 accounts Ive *************** attempted to place the responsibility on me by saying manual cancellation was required, yet that has not been the standard in my experience. Moreover, I attempted to cancel three subscriptions prior to their renewal, and the system returned an error each time, preventing me from doing so. This clearly points to a technical failure on your end, not user neglect.Ive donated thousands of dollars to *** over the past year, and it is abundantly clear that this renewal was not intentionalI've been inactive for over three weeks and havent touched TPT or trading in nearly a month.I was offered only $10 out of the $85 charged, which is not only unfair but unacceptable, especially considering the circumstances and the size and reputation of your company. I am unable to pay off the resulting credit card bill and expected better treatment as a loyal and high-value user.Please escalate this matter and issue a full refund immediately.Sincerely,Ibrahim ************************

  Business Response

  Date: 04/18/2025

  Hi *******,
  Thank you for reaching out and for providing detailed context regarding your concern.
  We understand your frustration, and were sorry to hear youre dissatisfied with how this subscription renewal was handled. That said, we would like to clarify a few key points regarding our refund policy, which you agreed to upon account creation.
  As stated in our official Refund Policy:
  If you purchase an account with us and change your mind, we will refund you within 72 hours. This does NOT include accounts that have been used and/or traded. These refunds will be the amount you paid minus a $75 fee, as we are unable to recoup technology and market data fees from 3rd parties that we pay on your behalf.
  In this case, the accounts in question were not cancelled before renewal and appear to have been previously used or traded, which disqualifies them from full refunds per our terms. While we strive to be flexible where appropriate, our policy is clear on this point.
  We also want to note that manual cancellation is always required before the subscription period ends this has been the standard process across all account types. If an error occurred during your cancellation attempt, we sincerely apologize, but we have no system-wide logs indicating failures during the time in question.
  TakeProfitTrader takes compliance and fairness seriously. We always act in line with our published terms and do right by our users. While were sorry this experience has not met your expectations, the charges were applied correctly and according to policy.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23116029
  
  I am rejecting this response because:

  They didnt let me cancel my accounts before they charged and didnt refund me for my accounts or compensate me at all at a higher amount for the inconvenience.

  
  Sincerely,
  
  *******

  Business Response

  Date: 04/22/2025

  Please note that it is the customers responsibility to cancel any active subscriptions before the renewal date to avoid being charged. Our system processes subscription renewals automatically unless a cancellation is submitted in advance.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 26, 2025, I experienced a platform failure while trading through Take Profit Traders funded account program. TradingView displayed an error:"Failed to modify order Cannot find TV order with ID ************."This prevented me from managing my trade, causing my trailing drawdown to trigger and my account to close unfairly.I immediately contacted Take Profit Trader and followed up multiple times, including on March 10 & March 18, 2025. They told me to contact Tradovate, but Tradovate confirmed Take Profit Trader must request the logssomething they have refused to do.Why This Is Unacceptable:The failure was outside my control, yet Take Profit Trader refuses to investigate.Tradovate requires Take Profit Trader to request logs, but they have ignored my request.I paid $1,499 for an account reset, yet they refuse to refund or reinstate my account despite a possible system error.Resolution Sought:Take Profit Trader must request the logs from Tradovate to verify the issue.If confirmed, my account should be reset or a refund issued.If they refuse, I request BBB to publicly record this complaint to warn future traders.I have provided evidence of my communications, yet they continue to ignore the issue. I request BBBs assistance in holding them accountable.

  Business Response

  Date: 04/18/2025

  We understand your frustration and apologize for the delayed response. However, we must clarify that the error message you received was related to TradingViews interface and not a failure on our end. There was no platform outage on our side, and we have not refused to assistwe simply do not have access to pull platform logs directly from Tradovate without a formal request initiated by the user. Our policies do not permit refunds or account reinstatements in cases where third-party platform issues are involved, and we have found no evidence of a system failure that would warrant an exception in this case.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $119 for a prop firm evaluation that TakeProfitTrader refers to as a test. With this purchase I am give a subscription to their test that provides an environment of tools for the user to use in order to complete trades with the goal of reaching profit of $3000 without going negative $2000 in a day. Using these tools that they gave me I canceled an order I placed on TradingView, the execution platform. I was notified that the order was canceled but the brokerage tool named Tradovate never canceled the order. The order got filled and price ran against me in a way that resulted in my position going negative by $2000 and the test being failed. Essentially meaning I lost the $119. Upon contacting TakeProfitTrader they told me that without evidence there is nothing they could do. This is unsatisfactory because this assumes that I should have been recording my trades in anticipation that was going to have to defend myself. In other words they are telling me that I should not have trusted the ecosystem I paid them for. I would never have done business with a company that I did not trust. I understand they cannot reinstate my account but it is completely unsatisfactory to claim that a refund is not possible just because I didnt preemptively gather evidence of their tools failing. They had the choice to refund me my money because of my poor experience with their platform, or to take my money and refuse to resolve an issue their customer faced resulting in them being out with nothing. They did not choose this and their argument for not refunding the money I spent for their flawed test and tools is simply greedy.

  Business Response

  Date: 04/18/2025

  We understand your frustration and regret that your experience did not meet expectations. However, we must clarify that the trading issue you described occurred within the TradingView and Tradovate platformsthird-party systems that are not operated or controlled by Take Profit Trader. We reviewed your case thoroughly and found no evidence of a system failure on our end. As outlined in our terms, all purchases are non-refundable due to the immediate provisioning of account resources, and we are unable to offer refunds without verifiable evidence of a platform error.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23083522
  
  I am sorry but I am rejecting this response because: its utterly ridiculous that your company can have no problem taking my money but then refusing to make an issue better when one arises when your customer is using the tools that YOU provided as part of my payment. You had the choice to just return my money and keep in good standing with a customer or to take my money and refuse to fix it. The most absurd thing is you stand to lose nothing that you had before off of me as a customer in refunding my money because I have no interest in trading in your environment. Its as simple as I gave you my money and was unsatisfied with what I received in return so I was asking for a refund of what I spent. Nothing more. The claim that I lacked evidence of such issues just further shows your interest as a company is not in the trader but their money. So my complaint stands true until I receive a refund.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/22/2025

  We appreciate you taking the time to share your concerns. As previously mentioned, weve thoroughly reviewed your case and believe our original response fully addresses the matter.
  To clarify again: Outlined in our terms, all purchases are non-refundable due to the immediate provisioning of account resources, and we are unable to offer refunds without verifiable evidence of a platform error.
  
  At this time, we have no additional information to provide beyond what was already outlined. 
  
  If new details or evidence related to the issue become available, wed be happy to review them. Otherwise, we stand by our initial decision.
  

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 28th there was an error that occurred that caused my Pro account to be liquidated. Thankfully I caught the error on a screen recording and sent a copy of that video to the *** team. I than connected with another prop firm and recorded how the issue did not occur. On Feb 28th, i submitted a ticket and expected a resolution by EOD March 3rd (per their SLA on resolution times) On March 3rd I followed up with the team and was told ******** (Manager) was reviewing my case. At *** there was no resolution. On March 4th, I than followed up again and the Take Profit Team simply stopped responding. I have multiple screenshots of conversations where NO ONE on support got back to ******** is March 4th, at 5:01 EST I received an email from ******** stating that if I still needed help, to reach out to the support team.. wait what? You can understand the confusion here in that my case was supposed to be under review. This revealed that there was a disconnect somewhere internally with them. Not to mention I received the email 1 minute after they closed. On March 5th I followed up again, multiple times on varying chat windows (incognito). i received only one response which was simply a template stating my case is under review and it usually takes 4 hours etc.. the exact same template I received at the start. No other chats were responded to and no follow up questions to the copy and paste answer were responded to.March 5th, I received a response from ******** via email. We confirmed that there was an issue and even trouble shooted with Tradeovate (their 3rd party). I submitted everything requested and later on confirmed that there was no longer an issue. During ALL emails, I inquired multiple times about my lost account being reactivated and the account balance adjusted prior to the issue. On March 6-7 I followed up 4 times via email and multiple times in chat and HAVE NOT received a response. My account balance was $2,530 prior to error + the $650 I paid

  Customer Answer

  Date: 03/09/2025

  Hi there, 

  I spoke to the owner of the company and we reached a resolution. 

  Thank you

  Christian 

   

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I passed my test account and I've paid the one time fee to activate my PRO account. It is still not activated because I'm getting an error that the *** is expired. I've reached out to customer service multiple times and no one is responding to me.

  Business Response

  Date: 03/18/2025

  When activating a pro account with TPT, the costumer must pay an activation fee and sign a POA contract to gain access to the new account. Whatever error occurred seemed to be fix and the customer received their pro account. This complaint looks to be fixed by customer/TPT or both. 

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** incorrectly allowed me to pay a reset fee 2 additional times. Two $1,499 reset charges were charged to my bank when they should have never been authorized. They were authorized and I was given an account to trade on. Then when I reached out about the potential duplicate charges, they said they would refund me or allow me to cash out on the profits incurred on the accounts that should have never been created. They then FROZE my accounts and made me unable to transact on open orders I had in the account, forcing the account to be liquidated. So I lost both my profits and they claim they will not refund the duplicate charges because I was active in the account, but they removed my ability to use the accounts, resulting in the loss of the account. So they gave me two options and did not follow up with either. This company is a scam and guilty of gauging money from its members with little to no response in doing so. They are very difficult to get in touch with.

  Business Response

  Date: 03/18/2025

  We have refunded this customer due to the uncertainty of the situation and a third party being involved. This customer has been a long time customer with TPT and is currently still trading. 

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against TakeProfitTrader LLC (TPT) for false advertising, service failure, and refusal to resolve a dispute.I purchased their PRO Account Access for $1,499 on February 4, which promised:- Fully functional platform for completing tasks - 24/7 customer support for urgent issues However, the service failed to perform as advertised:1. Platform Malfunction: The platform experienced a critical failure that prevented me from completing essential actions, despite multiple attempts.2. No 24/7 Support: I immediately reached out via their only available support channel (website chat) but received no response.3. Third-Party Confirmation: I also contacted *********, their platform partner, who informed me that only *** could resolve the issue, yet TPT remained unresponsive.4. Misleading Logs: *** claimed their logs showed no record of my attempts, ignoring that their system malfunction prevented the actions from registering.I attempted resolution directly with *** and through ******* dispute process. However, *** refused to address the service failure and relied on incomplete logs.Requested Resolution: - Full refund of $1,499 OR - A 150K PRO account to restore what was lost due to their platform failure. I hope the BBB will help resolve this matter and address **** misleading business practices.

  Customer Answer

  Date: 02/19/2025

  I am following up on my previous complaint against TakeProfitTrader LLC (TPT). After I reported issues regarding their service failures and unresponsive support, *** has now blocked my account access entirely, preventing me from logging into their website.
  
  Upon contacting their support team for clarification, they confirmed in writing that my account was blocked due to my payment dispute. This action appears to be retaliatory, further demonstrating their unprofessional business practices.
  
  I have attached a screenshot of their response confirming that my account was blocked as a direct result of my dispute.
  
  Requested Resolution:
  A full refund of $1,499 for the service that did not perform as advertised.
  
  I hope the BBB can assist in resolving this matter promptly.
  
  
  

  Business Response

  Date: 02/20/2025

  To address the Customers complaints.

  
  Platform Malfunction: The customer reached out to our live support team reporting a critical failure that prevented him from closing orders on his PRO account, leading to account disabling. Upon reviewing the customers Position History for the PRO account, we verified that two MNQH5 positions remained open past 17:00 PM EST from the trading day of February 10th to February 11th, breaching the rule: Do not hold open positions past 17:00 PM EST, which results in account failure.
  Further review of the Order History shows no record of any attempts to close the open MNQH5 Sell Stop positions before the 17:00 PM EST cutoff. The customer left two Sell Stop Orders open past the deadline, leading to the account breach.
  As it is showcased in the customers Perfomance History report:
  
  Order ID ************: Filled on Feb 10th at 2:00:25 PM EST at 21858.00, closed on Feb 11th at 3:21 AM EST (13h 20m 35s later).
  Order ID ************: Filled on Feb 10th at 3:47:30 PM EST at 21842.50, closed on Feb 11th at 9:52:24 AM EST (18h 4m 54s later).
  
  
  24 hour support: The customer claimed he did not receive a timely response from our support team. However, the Interaction History in our client relations platform shows:
  The customer first contacted support on Feb 11th at 6:47 AM EST.
  A response was provided at 7:15 AM EST (28 minutes later) with the correct protocol for reporting platform malfunctions.
  The customer followed up at 8:03 AM EST and received an immediate response from another support agent.
  The claim that the customer did not receive a response is inaccurate. Additionally, the first contact was made 13 hours and 47 minutes after the account had already breached the 17:00 PM EST rule, leading to account failure.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956948
  
  I am rejecting this response because:
  I am responding to TakeProfitTrader LLCs (TPT) reply regarding my complaint. Their response does not accurately reflect the situation, and they have failed to address the core issuetheir platform malfunction prevented me from closing my trades, which directly led to my account violation.
  
  Key Issues with TPTs Response:
  
  Platform Malfunction and Missing Logs:
  - TPT claims their logs do not show any attempt to close my trades. However, the core issue is that I did attempt to close them, but their system failed to register my actions.
  - A platform malfunction that prevents users from closing trades is a critical service failure, and TPT is ignoring this fact.
  
  Violation of Their Own Trading Rule Due to Platform Issues:
  - TPT states that I violated their rule against holding open positions past 5:00 PM EST. However, I was actively trying to close my trades to comply with this rule but was unable to do so due to their system failure.
  - I took all necessary steps to avoid this violation, including trying different methods to close the trades. It feels as though this rule is used as a mechanism to wipe out customer accounts whenever an error occurs, while *** claims no wrongdoing by simply ignoring requests for assistance.
  
  Lack of Adequate Support Despite 24/7 Claims:
  - PTs response indicates I contacted support at 6:47 AM EST and received a response at 7:15 AM EST (28 minutes later). However, my first attempt to contact support was not logged, which raises concerns about the accuracy of their records.
  - I attempted to contact them using both my smartphone and computer, so there may be additional nuances in how their system logs support requests.
  - The only verifiable evidence I have is the quick screen grab I took during my initial attempt, which I have already attached.
  - In reality, the only time I received a response was the next day when I followed up, at which point it was already too late, as the rule violation had already occurred.
  - Their response effectively came during normal working hours when the market was open, contradicting their claim of 24/7 support.
  
  Confirmation from Tradovate That TPT Had Sole Control Over the Issue:
  - When I contacted Tradovate (their platform provider) for help, they informed me that only *** had the ability to intervene in my account.
  - This proves that TPT was the only party capable of assisting me, yet they failed to do so.
  
  Retaliatory Action by Blocking My Account:
  - After filing my ****** dispute and BBB complaint, TPT blocked my account entirely, preventing me from accessing their services.
  - Their response conveniently ignores this retaliatory action, which is clear evidence of bad faith business practices.
  
  Requested Resolution:
  - A full refund of $1,499 OR
  - A 150K PRO account to restore what was lost due to their platform failure.
  
  I find it incredibly unfair that as a paying customer who was the victim of technical issues and a lack of support, I now have to jump through hoops to right this wrong. The easiest and most reasonable resolution would be either a full refund of the $1,499 or a renewed 150K PRO account to restore credibility and reset this situation. Please note that renewing the 150K PRO account would cost this company zero dollars to do in their simulated environment.
  
  TPTs response is misleading and avoids accountability for their systems failure. Their platform prevented me from closing my trades, and their support team failed to provide timely assistance. Instead of resolving the issue, they are blaming me for the very rule I was trying to comply with and have now taken retaliatory action by blocking my account.
  
  I urge the BBB to take further action and hold TPT accountable if we can't come to a acceptable resolution.  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/18/2025

  We have provided significant evidence in this matter showing why *** made the decision it made. We will not be providing a refund for the aforementioned reasons. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22956948
  
  I am rejecting this response because:
  
  I am responding to TakeProfitTrader LLCs (TPT) latest reply regarding my complaint. While I acknowledge their stance, I do not accept their conclusion, as it fails to address the core issuetheir platform malfunction prevented me from closing my trades, which directly led to my account violation.
  
  Final Attempt at Resolution:
  While I firmly believe that I was wronged due to a system failure and a lack of timely support, I am willing to work with TPT on a compromise rather than pursuing further action. Instead of a full refund, I propose the following goodwill resolution:
  - Reinstatement of My Account Access - I should not be permanently blocked simply for raising a legitimate dispute.
  - Reinstatement of My 150K PRO Account - Since this is a simulated environment, there is no financial loss to TPT, and this would serve as a fair reset to the situation.
  
  I believe this compromise is a reasonable and amicable resolution that would avoid further escalation while restoring fairness to this situation.
  I urge TPT to consider this counterproposal, as I am making a genuine effort to reach a fair middle ground.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Falsify trade data to fail accounts No timely response when they claim to be 24/7 support Did not answer the relevant statements in regards to why the balance shown on their platform vs the balance shown on tradovate was different since the balance on their platform is directly based on the tradovate platform. Was not able to speak to any human, and they took 3 days, to even reach back with an AI chat bot.

  Business Response

  Date: 02/20/2025

  The customer first contacted our live support team on Friday after our chat services had closed, raising concerns about an open position and stating, Why would you guys not automatically close out a trade that was left on until close? Every other platform I have ever used does this, and honestly, I thought I did close it. I did not see any limit orders down below, and that cost me $300 in profit.

  Upon reviewing the customers Position History for the account in question, we confirmed that two MNQH5 and two MESH5 positions remained open past 17:00 EST on February 7th (Friday), breaching the rule: Do not hold open positions past 17:00 EST, which leads to account failure.

  The customer followed up with our support team on February 9th (Sunday) and was informed that these positions were indeed left open. After sharing a screenshot, the customer was able to see the open positions on their dashboard.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 25K Evalution account on Sunday evening 1/5/2025.Approximately ************************************************************************************** chat. If you want to treat your customers this way fine, just give me a refund and I will move along.

  Business Response

  Date: 01/07/2025

  Mr. ********* account is active, this customer originally bought the account at a time where the market was not currently open. As of 1/7/2025 everything is active and ready to go. 

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******