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Business Profile

Financial Services

NinjaTrader

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 7 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:11/04/2022

    Type:Billing Issues
    Status:
    Resolved
    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.
    A close of account and requested wire transfer on 10-31-2022. I was told by email that it should appear in my checking account within 3 days. It is now nearly 12 noon and it still has not. Numerous phone calls to brokerage support as well as emails have not been answered. The amount is $296.83. The company has engaged in a rather clever technique of claiming that it has upgraded its client portal but no data appears relative to Daily and Monthly account statements; absence of a paper trail is the way they are hiding impropriety. I am hereby requesting that the BBB inform Ninjatrader that I want a full refund of the wire transfer via the same method I wired the funds to my Ninjatrader account and do it ASAP!

    Business Response

    Date: 08/15/2024

    This client requested a withdrawal on 10/31 and it was processed and sent out on 11/1. The reason for the delay was that they opted to have a paper check sent to them. Despite filing this report, this client has remained active with NinjaTrader and had an active balance with us last month. We received an email from them on 12/1/22 where they led in with "To whom it may concern, this is Steven Travis, Loyal NinjaTrader customer." I believe the main source of the issue surrounding this one, was the client preferring to receive a check (which takes longer to receive) rather than paying the fee for an outbound wire transfer. 

    Customer Answer

    Date: 08/15/2024

     

    Complaint: 18358805



    I am rejecting this response because: I did not request a check, NINJATRADER OPTED TO SEND ME ONE OF ITS OWN VOLISION.  What's more, I did not complain about NinjaTrader regarding any matter as I have never had a grievance with the company.  I DO NOT THINK THAT THE COMPANY HAS BEEN A PROBLEM OF ANY SORT ALTHOUGH I HAVE NEVER OPTED FOR A TIME CONSUMING CHECK TO CLOSE AN ACCOUNT.



    Sincerely,



    Steven Travis

    Business Response

    Date: 08/22/2024

    Hi Steven, 

    We're happy to hear that you have no complaint with NinjaTrader regarding this matter nor have you had a grievance with our company. We were responding to an initial complaint on file with the BBB and if that's no longer nor has ever been applicable to you, we're glad to hear it! 

    Sincerely,

    NinjaTrader

    Customer Answer

    Date: 08/23/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18358805, and find that this resolution is satisfactory to me.




    Sincerely,



    Steven Travis

NinjaTrader is BBB Accredited.

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