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:06/23/2025

  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.

  Passed a 25k eval on June 10, 2025. I used their promo code NOFEE30 so that i do not have to pay for activation. I have been waiting almost two weeks and my credit to cover the activation fee is still not in my account. I have tried to chat and emailed many many times with no response. TAKEPROFIT5812368 was my eval.

  Business Response

  Date: 07/02/2025

  Hi.
  
  Thank you for reaching out and for your patience while we looked into your concern regarding account *******************************.
  Weve reviewed your account history and wanted to clarify the situation surrounding the NoFee30 promotion. While the promo indeed waives the activation fee for qualifying accounts, it specifically applies to newly purchased test accounts made with a direct payment. In your case, the test account was obtained using a Credit, which is why the promo credit did not apply to your activation process. 
  We understand how this may have been confusing, especially with the timing of the promo, and we sincerely apologize if this wasn't immediately clear at the time of purchase.
  Additionally, were truly sorry for the delay in responding to your chat and email inquiries. Due to a recent surge in customer registrations tied to promotional events, our support team has been experiencing unusually high volumes. We recognize the importance of timely communication and have already made adjustments to improve our response times going forward.
  We appreciate your understanding and thank you for choosing Take Profit Trader. Were always here to support your trading journey and hope your experience with your next accounts will be much smoother.
  If there's anything else we can clarify, feel free to let us knowbut we do hope this fully resolves your concern. We'd also be grateful if you could leave a positive note about your experience with this resolution.
  
  Sincerely, 
  Mariel
  Risk Team
  Take Profit Trader

• Initial Complaint

  Date:06/23/2025

  Type:Order 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 4/15 I bought a $50k account, and passed it within 5 days. At 5 days, when I go to activate the account it says that I have to now pay a $130 fee. It stated if I used the NoFee30 coupon I would not be charged an activtion fee, yet here it is. So Friday I send Email that I cannot use the account I paid for, because they did not activate it unless I pay $130 to activate it. Their info says to go to rewards to claim it, but they have given me 0 points to apply to it, so the ONLY way I can activate it, is pay the $130, or wait for them to activate it. Also it says where I pay, that I am paying to activate a $25k account but I paid for a $50k account. Here it is halfway through Monday, and my account I passed I still cannot use because nobody has bothered to look at it or respond to my emails. They are overloaded with requests because of the ** they are pulling with this activation. I already missed a HUGE move in market today with an account that should have been ready to go! I have sent multiple messages, not 1 has been responded to by a human!

  Business Response

  Date: 07/02/2025

  Hi.
  
  Thank you for your feedback and for allowing us the opportunity to address your concerns.
  After thoroughly reviewing your account associated with Order ID TAKEPROFIT5364968, we can confirm that you purchased and passed a $50K evaluation, and the correct $50K PRO account has since been issued as expected. The confusion you experienced at the activation screen—where a $25K size was shown—was the result of a temporary display issue on the front end, which did not affect the actual account configuration. This has now been resolved.
  Regarding the NoFee30 promotion, your eligibility was intact, and no activation fee was ultimately required. However, due to a brief system delay in syncing your reward points and promo eligibility, your activation process was unintentionally delayed. We completely understand how frustrating this was and sincerely apologize for the inconvenience.
  We also acknowledge the delay in response time from our customer support team. During the time of your inquiry, we were experiencing an unusually high volume of support requests due to the popularity of our promotions, and our response times were unfortunately impacted. We're actively expanding our team to ensure better coverage and faster service moving forward.
  We genuinely appreciate your patience, and we’re happy to confirm that everything is now in good standing. Your feedback has helped us identify areas for improvement, and we hope you’ll notice the positive changes going forward.
  If there's anything else we can assist you with, we’d be happy to help. Otherwise, we wish you all the best in your trading journey with us.
  
  Sincerely,
  Mariel 
  Risk Team
  Take Profit Trader

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23505970, and find that this resolution is satisfactory to me.
  
  I am glad to hear that they are making changes and improving their support.
  
  Sincerely,
  
  
  
  Chris Allen

• Initial Complaint

  Date:06/23/2025

  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 purchased an eval for $105 and passed the account. I paid my activation fee with the credit from the promo I was given at the time and signed all the required documents. I still have not received my pro account as it still says pending. Their website says it only takes ******************************************************* they are passing it along. Now they wont even respond to me. They scammed me out of $105 and refuse to help me with this issue. Ive spent over $700 with them this is my first time passing the account and now they wont give it to me.

  Business Response

  Date: 07/01/2025

  Hi.
  
  Thank you for reaching out and giving us the opportunity to address your concerns. Were truly sorry for the delay and for any frustration this situation has caused youwe understand how important your progress is, especially after successfully passing your evaluation.
  After reviewing your case, were happy to confirm that your PRO account has now been successfully activated under PRO TAKEPROFITPRO5283674. You should now see this account available in your dashboard and ready for trading. If not, we kindly suggest logging out and back into your account, or doing a quick refresh to make sure everything syncs properly.
  As for the delay, we want to be fully transparent and let you know that weve been experiencing a much higher volume of PRO activations due to ongoing promotions and a surge of successful traders. This has caused temporary processing delays in activating PRO accounts, which normally take just minutes. That said, this is far from the experience we want you to have, and were sincerely sorry for the lack of timely communication on our end.
  Were also currently upgrading parts of our support system and onboarding more staff to ensure faster response times and more efficient resolutions moving forward. Your concern should have been handled much sooner, and for that, we truly apologize.
  We appreciate your patience and loyaltyespecially knowing youve been with us for a while and have invested significantly in your trading journey. Please rest assured that you were not scammed, and we are fully committed to helping our traders succeed and feel supported every step of the way.
  Thank you again for your understanding, and we hope this resolution restores your confidence in us. If youre satisfied with how this was handled, wed be grateful if you could leave a kind note in the survey to help support our growing team as we continue to improve.
  Wishing you great success with your PRO account. Were rooting for you!
  
  Sincerely,
  ***************start="2158" data-end="2161">Risk *************start="2185" data-end="2188"> TakeProfitTrader

• Initial Complaint

  Date:06/22/2025

  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.

  Take Profit Trader has a great payout policy, but the mental cost of working with them has been too much lately.Their customer service for the past couple of months has been horrendous. The ticketing system often deletes my tickets and I have to create new ones. They are so delayed in responses, it typically takes about 3-4 days just to receive a response that the ticket is being "escalated".A couple times, I've experienced duplicate billing in which I have to reach out to customer service for a refund. They do refund, but it is exhausting waiting a week just for the response.This last week, on 6/1/25, I lost my market data from Tradovate, which should always be provided by ***. When I logged in, all of my data was delayed, and I could not place trades due to the delayed data. On the morning of 6/2/25,I purchase ******** via Tradovate for $4 just to be able to add a day to my account while waiting for the 5 days to pass after hitting my profit target. I logged a complaint to TakeProfitTrader, to see if I can get my data resolved as well.On 6/4, the team responded that the ticket has been escalated, but then my market data that I paid $4 for was removed, and I am back to not being able to trade accounts. I pinged customer service for an update, and they stated they are waiting for a developer to re-enable data again, which should have been an automated process. I am now out $4 with no data. I have requested a refund on 6/11 and still no response.

  Business Response

  Date: 07/01/2025

  Hi.
  
  Thank you so much for your feedback and for giving us the opportunity to address your concerns. We truly apologize for the inconvenience and frustration this entire experience has caused you.
  First and foremost, we want to sincerely acknowledge the delays youve encountered with our customer service. Over the past few months, weve seen a significant increase in the number of tickets submitted, largely due to platform enhancements and seasonal promotions. While this is no excuse for the slow response times youve experienced, we want to be transparent that weve been actively onboarding new support agents and improving internal workflows to resolve these delays and get back to our usual response standards. We know how important timely assistance is, especially when it affects your ability to trade.
  Regarding the market data issue you experienced on June 1, we understand how critical uninterrupted data is, especially when you're close to hitting your profit targets. The interruption in your ************** was caused by a sync issue on our end between your TPT account and the external data provider. This issue resulted in delayed data and, understandably, limited your ability to trade.
  We appreciate your resourcefulness in purchasing the $4 ******** on your own to bridge the gap, and we're sorry that after doing so, your market data was disabled again due to the system attempting to restore your default access. This was not intentional and certainly not the experience we want our traders to have.
  As of now, your market data has been successfully re-enabled, and everything should be functioning normally. If you haven't already, please try logging out and back in, and perform basic troubleshooting steps (such as clearing cache or switching browsers) just to ensure everything loads properly.
  We also want to assure you that your $4 refund request has been noted. While it did take longer than usual due to the internal backlogs, we are processing it accordingly and will follow through to make sure youre reimbursed for the expense.
  Once again, we deeply regret the inconvenience and delays you've experienced. Your feedback helps us identify the cracks in our system and gives us a chance to do better. Were making active changes to ensure our support response times improve and situations like this are prevented in the future.
  We hope this resolution gives you a more positive outlook on our commitment to you. Thank you for your patience, and for being part of the Take Profit Trader community. If theres anything else we can do to make things right, were always here.
  
  Sincerely,
  ***************start="2879" data-end="2882">Risk *************start="2906" data-end="2909"> TakeProfitTrader

• Initial Complaint

  Date:06/18/2025

  Type:Billing 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.

  Date of incident: June 18, 2025 I had one 25k Pro account and two test accounts. I was informed by Take Profit Traders live chat that due to payment dispute my account was blocked. They removed my Pro account and two test accounts. No one from *** contacted me to discuss any payment dispute. My accounts were up to date and in good standing. I received an email on June 18, 2025 stating I had five days to make payment. If I was in error, at the minimum I should have had five days to make payment and not have my accounts removed. I had made good progress on my 25k Pro account. This is highly unprofessional of TPT. They should reinstate my accounts with the balance that they had. *Good customer service would have a discussion to find a resolution and not arbitrarily ban someone.

  Customer Answer

  Date: 06/21/2025

  This was sent to me from TPT. I did not dispute 12 times anything. 

  Business Response

  Date: 07/01/2025

  Hi Noah,
  
  Thank you for sharing your concerns, and we sincerely apologize for the frustration and inconvenience this situation has caused. We appreciate the opportunity to clarify what happened and explain why your accounts were removed.
  After a thorough review of your case, it appears that a payment dispute (chargeback) was filed through your payment provider. As outlined in our terms of service, initiating a chargeback is considered a serious violation of our policies. When a chargeback is received, our system automatically flags and permanently suspends all associated accounts, including PRO and test accounts. This is a standard industry practice intended to protect the integrity of our platform.
  On June 18, 2025, an email was sent informing you of the chargeback and providing five days to resolve the issue. While we understand you may have been expecting a more direct or personal outreach, our email communication was the formal notice issued by our system. We regret if this email was missed or overlooked, but the process was followed as outlined in our procedures.
  Please understand that regardless of the account’s standing or progress, the presence of a payment dispute immediately voids account eligibility. Once a chargeback is filed, it signals a breach of trust in the financial relationship, and for that reason, account reinstatement is not possible—even if the accounts were otherwise in good standing.
  We understand this may not be the resolution you were hoping for, and we truly wish circumstances had been different. However, we must uphold our policies consistently across all users to ensure fairness and protect the platform for everyone.
  Thank you again for reaching out, and we wish you all the best moving forward.
  
  Sincerely,
  Mariel
  Risk Team
  TakeProfitTrader

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23490174, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Noah Garcia

• Initial Complaint

  Date:06/17/2025

  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 submitting this complaint regarding the lack of customer service and failure to respond from TakeProfitTrader.com.On June 2nd, 2025, I submitted a formal complaint to TakeProfitTraders customer service team regarding an issue I encountered while using their platform. As per the rules of my evaluation account my total loss limit is $23,500. The account currently sits at $23,595. This proves that I did not break any rules. I will provide screenshots to back these claims. When attempting to place a trade my orders are rejected. My subscription renewal is June 20th in which I will be charged an additional $100. As of today, June 17th, 2025, I have yet to receive any response or acknowledgment from the company.This extended silence is unacceptable for a business operating in the financial services sector, where prompt communication is critical. Their failure to respond or resolve the issue has caused inconvenience, a lack of trust, and major disruption to my trading activities.I am requesting that TakeProfitTrader refund me in full for my initial evaluation costs of $105.00.

  Business Response

  Date: 07/02/2025

  Hi.
  
  Thanks for reaching out, and Id be happy to help clarify what happened with your account regarding the trailing drawdown.
  Based on your account typea $25,000 test account with a $1,500 trailing drawdownyour minimum allowed account balance starts at $23,500. This threshold trails your accounts highest realized balance (meaning actual closed profits), and it moves up as you make gains. However, once it moves up, it does not move back downeven if you lose on later trades.
  Looking at your daily journal:
  On May 21st, you made a realized profit of $120, so your account balance reached $25,120.
  Because of this, your new trailing drawdown level became $23,620 ($25,120 - $1,500).
  On May 22nd, you lost $460, bringing your balance to $24,660. You were still above the $23,620 threshold, so no violation occurred.
  On May 23rd, you had a loss of $1,065, bringing your balance to $23,595.
  Unfortunately, this amount fell below the $23,620 drawdown limit, which triggered a rule violation.
  Even though your account never dropped below the original $23,500 threshold, the trailing drawdown had already moved up after your initial profit. Thats what caused the violation on May 23rd.
  We understand this rule can be tricky, especially when trading around volatile moves. If youd like us to walk you through this further, wed be happy to assist!
  Please feel free to reach us out if you have any questions or concerns. Thank you.
  
  Sincerely,
  Mariel
  Risk Team
  Take ****** Trader

• Initial Complaint

  Date:06/17/2025

  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.

  I have purchased 2 evaluation accounts on 6/4. 1 was activated and the second has been pending for the past 2 weeks. Attempted to reach out to support 6/5 and have not received a reply to this day. Additionally I withdrew $555 from my account ********************************** I had profited $365 prior to my withdrawal. After my request was approved and money was moved to the wallet the account dropped to $52020 when it should be $52365 since the account was at $52900 prior to withdrawal.

  Business Response

  Date: 06/30/2025

  *******,
  
  Thank you for taking the time to share your experience. We truly understand how frustrating this situation must have been, and we appreciate the opportunity to clarify and assist further.
  We want to confirm that a refund of $119 was successfully processed for the second evaluation account you purchased on June 4, which remained pending. This refund was issued back to your card and should appear on your statement within 510 business days, depending on your bank's processing times. For your reference, the Transaction ID is: *******************.
  Regarding your Pro account **********************************, the adjustment made to your balance was related to the ****** outage. Please know that this correction was not based on trading activity alone, but rather to reflect what the account balance would have shown had the technical disruption not occurred. We understand that this is far from ideal, and we want to assure you that no one at our team wanted this outcome either.
  We genuinely value your participation on the platform and the trading skills youve demonstrated. If there are any further details you believe were overlooked or if there's anything else we can do to make things right, we are more than happy to review the matter again.
  Our support team is available and always willing to help. Please dont hesitate to reach out via live chat on our websitewed love the opportunity to assist you further.
  Thank you again for your patience and understanding.
  
  Sincerely,
  Mariel
  Risk Team

• Initial Complaint

  Date:06/16/2025

  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.

  I have an issue. Due to glitches in the system Thursday my account was disabled. Wasnt sure what I did, but just kind of accepted. I was informed today that I was dinged for holding a position after 4:00. I did not have any open positions. I tried entering a position. It wasnt not sending and I canceled and exited all. I checked to make sure no pending orders were there. It showed none. I rentered after market opened and made a profit now I wont be paid. I have spent over 7000 with your company, and now Im being told that somehow the issue with the cloud infrastructure was my fault and there is nothing that can be done. I need help. **************** is lackluster when attempting to reach out to them.

  Business Response

  Date: 06/17/2025

  Hi.
  
  First, we sincerely apologize for the frustration and confusion this situation has caused. We recognize your loyalty and significant investment with our platform, and we deeply regret that your experience has not met your expectations.
  After a thorough review of your account activity, we have confirmed that there was an open position that remained active beyond 5:00 PM Eastern Time, which is defined as the end of the trading day on our platform. Holding positions beyond this cutoff is a violation of the trading rules and results in automatic failure of the test account, as outlined in our policies.
  We also want to clarify that while you may have believed all positions were closed, certain automated orders such as limit or stop orders may still remain active if not manually canceled. Managing these orders, including those under Automated Trading Machine (ATM) strategies, is ultimately the responsibility of the trader. Once placed, these orders remain active until executed, canceled, or expired based on your settings. This is why it is critical to double-check that all open orders have been properly closed before the end of the trading session.
  Additionally, regarding your rewards points, we have verified that your account currently has 7,585 reward points available.
  That said, we sincerely acknowledge how technical issues and complex trading tools can sometimes lead to confusion. While we are unable to reverse the account status based on these circumstances, we are committed to continuously improving our platform stability, system clarity, and customer service response times to better support all our traders.
  We appreciate your continued feedback as it helps us grow and improve. Please feel free to reach us out if you have any questions or concerns. Thank you.
  
  Sincerely,
  Mariel
  Risk Team

• Initial Complaint

  Date:06/14/2025

  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.

  Hello, my name is Gaurav. I have seen that my credit cards are compromised with this website. I have a roommate, his name is ***** *****. He is Indian nationality. He stole my ID AND used my name to create fake account from my laptop. He used to borrow my laptop to watch movies as he is jobless and always stays home. I just found out that he used my email id, and photo identification to create account under my name on your website. My 3 of credit cards are used without my permission. He was accessing my email from laptop and if you ever sent any emails, he had deleted all of them. I confronted him last night about this. I am even going on Monday to file police complaint about my stolen identification and mis using it. He used some other credit cards aswell. I have now changed all my passwords and see that there are alot of transactions on my different credit cards. I am writing to let you know that please return my money. I gave no permission to your company to take my money without talking to me. Your compnay needs to change policy to verify people. My SIN number, bank account information and everything was on my laptop. He even had looked into my wallet as I saw him last night. After that when, i checked my bank accounts, i saw that my credit cards were compromised. Please return my money or i will talk to my banks to collect them and have action against your company for fraudulent. This morning he left house and took his stuff as he was scared that i will go to police to file complaint. I never get any phone calls. Please let me know ehat steps to be taken now. Return my money as soon as possible. If he used any other credit cards of different people, you are responsible of it. As your company needs to send text message and ask for full name and address information before charging my crediy cards

  Customer Answer

  Date: 06/14/2025

  I am going on Monday to file police complaint. Almost CAD $4500 were stolen from my credit cards. I never received any phone calls or text messages to confirm if I am authorizing this payment. There are alot of companies which send you message whenever transactions have to be processed. This is just very informal way of doing business. I feel that alot of people credit cards had been used by various of your fraud clients. I am going to file complaint against Take profit trader aswell on Monday if no resolution found out. $4500 is my hard earned money. I understand that i donot check my accounts regularly as I have more than 6 chequing accounts and almost 10-12 credit cards. Many ot my accounts are for rental incomes and mortgages. Let me know how you are able to return my money before Monday. I even email you this afternoon about all circumstances but never heard any response back since then.

  Customer Answer

  Date: 06/14/2025

  I am going on Monday to file police complaint. Almost CAD $4500 were stolen from my credit cards. I never received any phone calls or text messages to confirm if I am authorizing this payment. There are alot of companies which send you message whenever transactions have to be processed. This is just very informal way of doing business. I feel that alot of people credit cards had been used by various of your fraud clients. I am going to file complaint against Take profit trader aswell on Monday if no resolution found out. $4500 is my hard earned money. I understand that i donot check my accounts regularly as I have more than 6 chequing accounts and almost 10-12 credit cards. Many ot my accounts are for rental incomes and mortgages. Let me know how you are able to return my money before Monday. I even email you this afternoon about all circumstances but never heard any response back since then.

  Business Response

  Date: 06/17/2025

  Hi.
  
  First, we sincerely apologize for the situation you are experiencing. We understand how serious and frustrating this must be, and we take claims of identity theft and unauthorized use very seriously.
  We would like to clarify that the accounts associated with the disputed transactions were actively used and traded on our platform. This activity was recorded and verified through our system logs. Based on this, our system considered the services rendered and fulfilled. As part of our standard procedure, when a user initiates a chargeback, it triggers a full investigation by both our payment processor and our internal team. We carefully reviewed all trade activity, platform access, and communication records linked to these accounts.
  Unfortunately, as the chargeback was initiated and these accounts were actively used, your access to all of our services has been permanently revoked as per our policies regarding chargeback abuse.
  That said, we fully respect your right to proceed with the chargeback process. The payment processor will continue the investigation and make a final decision. We will fully comply and cooperate with their findings. If the processor rules in your favor based on the evidence you provide, any necessary refunds will be processed accordingly.
  While this experience did not meet your expectations, we remain committed to continuously improving our security measures and customer service processes. We encourage you to provide all documentation to your payment provider and wish you a swift resolution to your identity theft situation.
  Please feel free to reach us out if you have any questions or concerns. Thank you.
  
  Sincerely,
  Mariel
  Risk Team

• Initial Complaint

  Date:06/13/2025

  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.

  I was one day away from passing my combine and was put in a trade that I did not authorize that kept me inafter 5 pm and suspended my account. I religiously watch my trades when im in them so this was a shock to me when I saw i was up ******* on my evaluation when I only needed 50 dollars to get funded. I was told it was a technical issue and tge matter would be resolved and my account reinstated but nothing has happened. There is no phone number to speak to anyone on top of all of this. I just want my account reflected back to where it was before the technical error so I can get funded and continue to use the platform. Today was the day I was finally getting finded after numerous attempts and this is not right by any means.

  Business Response

  Date: 06/17/2025

  Hi.
  
  We sincerely apologize for the inconvenience, frustration, and disruption this situation has caused you, especially given how close you were to achieving your funding goal. We fully acknowledge how upsetting this must have been.
  On June 12th, a ***** ****** outage occurred between 1:28 PM and 6:00 PM EST, which led to unexpected disruptions on Tradovate, our platform partner. Unfortunately, this technical issue impacted multiple accounts, including yours, and resulted in unauthorized trade activity and discrepancies in balances. The trade that occurred on your account was not placed by you but was a direct consequence of this external outage.
  As soon as the issue was identified, NinjaTrader/Tradovate immediately began investigating and correcting all affected accounts. This includes fully restoring balances, profits, losses, and any related commissions. We are closely working with them to ensure your account reflects your actual trading progress prior to the incident.
  We deeply regret the delays in communication and support you experienced while seeking assistance. We recognize that timely, effective support is critical, especially during stressful situations like these. Please know that we are taking proactive steps to improve our customer service processes and response times moving forward, so you can count on faster and more reliable assistance in the future.
  Your patience and understanding throughout this process mean a great deal to us. We remain committed to resolving this issue completely and fairly. Once your account is fully corrected, we hope your experience will reflect the high standard of service we strive to provide. We truly value having you as part of the Take Profit Trader community and look forward to seeing your continued success.
  Thank you again for allowing us the opportunity to make this right.
  
  Sincerely,
  Mariel
  Risk Team
  

  Customer Answer

  Date: 06/17/2025

  One of your employees by the name of ********* told me that my claims were false and that it is impossible for a technical glitch to occur. Thank you for confirming. If you can get my account back to the point where it was before the glitch i would deeply appreciate it. I was ***** dollars away from reaching my profit target before the issue occurred. Please fix this so I can withdraw my complaint. Thank you 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23465019
  
  I am rejecting this response because: my account was blocked because I requested to be refunded and I was told  that my claims were false. I will gladly withdraw my refunds if my account is brought back to where it was before the technical error. I do appreciate you reaching out and confirming what I was told had happened. Please fix this issue. I worked really hard to get to my profit target. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/27/2025

  Dear Mr. ****************** you for your follow-up and for taking the time to share your concerns.
  We understand how important this account was to youespecially given how close you were to reaching your funding goal. We acknowledge the effort and time you put into the evaluation process, and we truly regret the frustration this situation has caused.
  That said, we must reaffirm our position. Your account was blocked because all transactions were disputed, including the one associated with account *******************************. Regardless of the circumstances surrounding the trade activity, disputing all transactions invalidates access to the platform and terminates account privileges. As a result, there is no longer an active agreement in place, and we are unable to reinstate the account.
  We also want to clarify that when an account is blocked due to disputes, all open positions are automatically closed by the system. Any open trade that may have remained was not due to any platform malfunction, but likely the result of a delay in manual closure on the users end. However, this technical aspect does not change the fact that services were rendered and subsequently disputed.
  While we appreciate your willingness to reverse the dispute, we cannot restore services on an account where transactions were formally challenged and reversed through your bank or payment provider. This policy exists to protect the integrity of our platform and applies to all users equally.
  We do appreciate your history with the platform and the communication you've provided throughout this process. If you wish to trade with us again, it would require creating a new account using a different email address and phone number, and starting over with a clean payment history and successful KYC verification.
  We hope this clarifies the matter, and we sincerely wish you the best in your trading journey moving forward.
  
  Sincerely,
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