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Business Profile

Financial Services

NinjaTrader

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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/07/2023

    Type:Billing Issues
    Status:
    Answered
    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 had a family member hospitalized a little over a year ago. The NinjaTrader platform is always connected on my home computer just as my other accounts. I called all my account brokers to notify them that I will not be trading and to suspend any fees except data fees, including NinjaTrader. NinjaTrader decided to charge me $25/month. After the passing of the family member, I am now looking over statements and realizing this is the scam Ninja Trader is running. Along with this, they changed my clearinghouse from a well known one to their own so they can charge these fees. Ridiculous. I am seeking to have these charges reversed and advised by their own staff to withdraw all funds, which I have initiated. The account is under my father's name.

    Business Response

    Date: 08/15/2024

    This client claimed they reached out to support to cancel their data renewal stating that they wouldn't be trading for a while, however we have no such record of this client making that request. This was ultimately escalated to compliance as the client incurred $250 in inactivity fees. For reference - This fee only would have applied if they were using the software during those 10 months that they stated they were indisposed. After conferring with compliance, they informed me that we credited them back the $250, despite the policy being clear. The client was unhappy with this resolution, so we added an additional $300 as a courtesy and they came back and asked for $54 more on top of the $550. Joe Pucci worked with this client if we need more details. 

  • Initial Complaint

    Date:11/16/2022

    Type:Billing Issues
    Status:
    Answered
    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 funded the account via ACH and wire from my brokerage and bank a week ago. They are not letting me withdraw any funds claiming that there is a 10 day waiting period. This is beyond acceptable. The longest any brokerage has told me an ACH must wait is 4 days. My main brokerage only waits 2 days. I believe they intend to keep the money locked up. I need it to pay my bills immediately.Additionally, they provide no bank wire options.Furthermore, they have failed to set up a trading account connection to their platform within a month of starting a newly funded account in October. They have been charging me data fees this whole time.They do not seem to be a legitimate clearing house for futures.I would like all charges and funded money back.

    Business Response

    Date: 08/15/2024

    Our policy on the ACH withdrawal window is very clear and we are happy to explain this to clients. In this case, the client messaged us repeatedly (7 chats on 11/16) and Dennis eventually reached out via phone to explain the policy. The client stuck around with us for quite a while after this issue was resolved. We can see from their 11/17/22 statement that the ACH withdrawal was processed through in the amount of $12,500. One thing I'd point out here is that this client is not in position to trade here or elsewhere if they are needing to move funds ASAP to pay bills as this would no longer qualify as risk capital. In reference to them not getting setup we reached out for a concierge onboarding call on 10/17/22 to assist this client, which was nearly a month before this complaint was filed with the BBB. 

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