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:06/24/2025

  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.

  Topstep has such a terrible customer support service and resolution team that you can never get a hold of a single human being. Meanwhile, their internal chat support system yields nothing but data collection. If there are THAT many cases open, there must be a problem with the company's operations, if it isn't an entire scam within itself. Topstep refused to accept a new billing method card for my "Combine" membership resulting in me forfeiting my account that I've spent six months of my life working on to dial in and perfect. Then, just when everything is going perfectly, they drop the ball by not being able to handle an issue FROM THEIR END. This is pure evil and everyone should be aware with how this company is willing to operate.

  Business Response

  Date: 06/30/2025

  Hello!  We are sorry to hear that Mr. ******* is having an issue with his source of payment.  Unfortunately, we have tried to assist him via the support ticket that was filed on his behalf.  Mr ******* did respond to one of our attempts that he was only able to check in on the progress of his ticket once a day.  Our last attempted to reach out to Mr. ******* was 5 days ago with no response from him.  We would love to work with him to resolve this issue however, we would need him to respond to our attempts to reach out in order to do that.  **************** is ready all he has to do is respond to the original thread and we will be more than happy to assist him. Thank you! 

• 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 a trader from outside the **** and have been using Topsteps Combine accounts for years. Recently, I passed 3 Combine accounts while strictly following all their rules including consistency, daily loss limit, and maximum drawdown.Despite completing the requirements and having all trades documented, I received failure notifications for all three accounts. I reached out to Topsteps support multiple times over the past several days and received no response.Whats more concerning is that on Topsteps official Discord server, **dozens (if not hundreds) of traders are reporting the same issue** accounts failing after passing, and **zero response from support**. The moderators there repeatedly tell people to open a support ticket, but no actual support is being provided. Only deflections and silence.This is extremely frustrating and unprofessional. I invested money, time, and effort into the evaluation and was fully compliant with the terms.I am not trying to start a fight I only want Topstep to fairly review the accounts I passed and reinstate what I rightfully earned.I have screenshots and transaction logs to prove everything if needed.Thank you for your help.

  Business Response

  Date: 06/18/2025

  We are sorry to hear that Mr. Asulin is not pleased with our services at this time.  Unfortunately, Mr. ****** had reached is MLL in multiple accounts which caused them to become ineligible to trade.  We can also see that 3 Trader Support Tickets had been submitted to us within the last 7 days, 2 tickets had been responded to in a timely matter with one being closed out because of a resolution and the second ticket is currently being actively worked on and responded to.  Mr ****** also had a 3rd ticket which did not have a completion of prompts by Mr ****** and that caused the ticket to close due to non response.  ************ has any additional questions or concerns he is more than welcome to reach out via the current thread that he has going with our Tradeer Support Team.

• Initial Complaint

  Date:06/09/2025

  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.

  There was a data breach on other firms and topstep denied it saying they didnt get a breach yet they urged everyone to reset passwords and I cant access my account I keep telling them they are breached and they are threatening and saying they arent breached but I cant log into my account. I then tested making a new account with the same email and it went through meaning someone changed my email

  Business Response

  Date: 06/30/2025

  Hello!  We understand that Mr. ******* is possibly upset over not being able to access his account.  We are sorry to hear this.  We can confirm that we did NOT have a data breach and the request to update passwords was a precautionary system update.  We would be more than happy to assist Mr. ******* with his issue.  He will need to reach out to our Trader Support Team at ***************************************************** to open a ticket to request assistance. Thank you. 

• Initial Complaint

  Date:05/24/2025

  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.

   
  Complaint: 23373324
  
  I am rejecting this response because: 

  I have not received a reason from them other then " we can close your account for any reason" as a response. I just started making money trading when this happened.

  
  

  They said I live at the same address as someone who trades *** was banned, which, again, is not true. 

  
  

  
  
  Sincerely,
  
  ******* ******view the case further.I am requesting that Topstep conduct a fair and individual review of my account and provide a clear justification for the termination, or reinstate my account if no wrongdoing on my part can be demonstrated.I believe their current policy and handling of this matter violate principles of fairness and due process, and I hope the BBB can assist in mediating this situation.**Desired Resolution:**A full review of my account independent of the unrelated actions of another individual, with reinstatement if no violations are found.Or a refund of all paid to company

  Business Response

  Date: 05/28/2025

  Hello, We are sorry to hear that Mr. ****** is dissatisfied with the recent events surrounding his account. Mr. ****** has been informed that his account was closed and the reason for that closure, he has also been notified that there is no appeal process available for his situation.  We will not be reversing our decision and wish Mr. ****** the best of luck in his future endeavors.  

  Business Response

  Date: 06/10/2025

  Hello.  We understand that Mr. ****** is not satisfied with our decision however, he was notified by our Compliance team of the exact reason that a ban was placed and admitted that the previously banned individual did reside at the same address.  Unfortunately, this ban is permanent and can not be appealed.  Thank you. 

• Initial Complaint

  Date:05/18/2025

  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.

   
  Better Business Bureau:
  

  I have reviewed the response provided by the business regarding complaint ID ********. Unfortunately, I find the resolution unsatisfactory. Despite my best efforts to engage with the company and seek a reasonable outcome, they have communicated that their decision is final. Given this stance, I believe that any further attempts to resolve this matter would be futile. As such, I am closing this complaint, although it remains unresolved from my perspective.
  
  Sincerely,
  
  Qi Mou *****

  ve implemented other rules like purchases using family card even if it's the same address, same last name and everything which is not allowed and for some case they have made exceptions and yet for my case they deemed it as illegal because I managed to secured a huge payout and my payout was as if it's acting more severely unfaithful than those who have done the same and secured a payout. (this exception applies same for the terms of excessive combine resets which lots of traders have reset and its how they make their money, but when it comes to paying out the users, they will deem that you have violated their rules under very vague terms/conditions. They have never given me a warning for my excess combine/reset purchases. Others have stated when I posted on the thread that a first warning and a second warning is given out to traders who purchase excessive combine "you will be banned from buying combines but when it came to giving payouts they will take out rules out of thin air"

  Business Response

  Date: 05/22/2025

  Hello, we have reviewed the account of Qi Mou Zheng  and found that a ban was placed on the account for violations regarding our Terms Of Use that is signed by every Trader at the time of account creation.  Qi Mou ***** has been notified of this by our Fraud and Compliance team.  This decision is final and will not be overturned.  Thank you!

• Initial Complaint

  Date:05/16/2025

  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.

  On May 16, 2025, my teenage daughter's debit card was charged $149 twice by Top Step Trader LLC *******. She has never done business with this company and had never heard of it. When I called the company ***************), a recording says they are too busy to accept calls. I tried the online chat ("*****") and it instructed me to call the company or to use the chat to "connect with a member of the Trader Support Team." The chatbot said I needed to create a Top Step profile in order to actually "connect" with a member of their Trader Support Team. As my daughter was fraudulently charged by this company, I will not be doing that.

  Business Response

  Date: 05/22/2025

  We are sorry to hear that Mr. ***************** encountered an issue regarding a possible unauthorized charge/s.  We are more than happy to assist Mr. ****** by looking into this however we would need a request to do so that can be submitted through this link ***********************************************************; Once the ticket is submitted one of our Trader Support Specialist will reach out to discuss this issue further.  Thank you! 

• Initial Complaint

  Date:05/15/2025

  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.

  The only reason Im closing this complaint is because my bank refunded these fraudulent charges and issued me an new debit card.

   

  As for this businesses response, I have never been to your site, and have no interest going to your site to fill out a form. 

  I made you aware that whoever used my card is a thief and you should track whoever IP address it was that illegally used my card to purchase whatever service you offer. If you have integrity, youll find whoever used my card on your site, and take action against them. 
  

   

  My bank resolved this complaint. This business did not. 

  Business Response

  Date: 05/22/2025

  We are sorry to hear that Mr. ****** has encountered an issue regarding a possible unauthorized charge/s.  We are more than happy to assist Mr. ****** by looking into this however we would need a request to do so that can be submitted through this link ***********************************************************; Once the ticket is submitted one of our Trader Support Specialist will reach out to discuss this issue further.  Thank you! 

• Initial Complaint

  Date:05/11/2025

  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.

  Topstep clearly states 14 Day Refund Guarantee, not only they don't respect their written policy, they are still disputing my dispute, they NEVER pick up the phone, NO email address provided , they are nothing but a SCAM!

  Business Response

  Date: 05/13/2025

  Hello,

  We are sorry to hear that Mr. ***** is unsatisfied with our service.  We have reviewed our Trader Support Logs and are unable to identify a request for a refund from Mr. ************ Our Trader Experience Team has also reached out to Mr. ***** regarding this issue with no response given.  We ask that Mr. ***** please submit a request for a refund via this link ***************************************************** or if he is not comfortable with that he can simply respond to the Trader Experience Team and we will be more than happy to look into this for him.  Thank you! 

• Initial Complaint

  Date:05/11/2025

  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.

  Shikoyat
  : ********
  
  Men bu javobni rad etaman, chunki:
  
  Hurmat bilan,
  
  ****** Sobirov

  Business Response

  Date: 05/13/2025

  Hello,

  We are sorry to hear about Mr. ******** situation, however Mr. ****** was notified by our Fraud and Compliance team that he was banned for violating our Terms Of Use policy.  As this is the case, we regret to inform him that the decision is final and is not subject to review.  We wish him the best of luck with his future endeavors.  

  Business Response

  Date: 05/22/2025

  We are sorry to hear that this response was rejected by ****** Sobirov however, we will still need to have a ticket submitted in order for us to assist with this issue.  The submittal can be done by visiting this link ***********************************************************; Thank you!

   

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23314920
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Sobirov

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23314920
  
  I am rejecting this response because: 

  
  I am submitting this follow-up complaint regarding Topstep, as my issue remains unresolved and has now escalated to include the withholding of trading profits I rightfully earned through their platform.
  
  I was an active and paying customer of **********************. I successfully passed their evaluation process, adhered to their rules in good faith, and became eligible for a funded account and payouts. However, without any formal warning or specific explanation, Topstep suddenly and permanently closed my account. They only vaguely referred to a violation of the Terms of Use, without specifying which rule I allegedly broke or providing any evidence to support their decision.
  
  Such lack of transparency is unacceptable for a company offering paid services. Furthermore, they failed to issue any of the payouts I earned through legitimate trading activity. The most troubling aspect is that the withdrawal I initiated on April 24, 2024, has completely disappeared from the transaction history in their system. I have screenshots showing it was once there, but now it has been deleted entirely.
  
  I consider this an attempt to cover up their wrongdoing and avoid their financial obligations. This behavior is not only unfair but may also constitute fraud. Topsteps actions show a clear disregard for consumer rights and accountability.
  
  Additionally, I must note that in their response to my previous BBB complaint, Topstep claimed they were willing to assist me. Yet when I followed up by submitting support tickets, they outright rejected my inquiries. Rather than working toward a resolution, they have shut down all communication, which contradicts their earlier promises and further highlights their lack of integrity.
  
  Therefore, I am formally requesting:
  
  1. A clear explanation of the alleged violation;
  
  
  2. A refund of any fees I paid, if applicable;
  
  
  3. Full payment of the trading profits I earned through their program.
  
  
  
  I respectfully ask the Better Business Bureau (BBB) to intervene and ensure that Topstep either provides legitimate justification for their actions or resolves this matter in good faith. I have attached supporting documents, including my account ID, payment proof, screenshots, and communication records.
  

  
  

  Sincerely,
  
  ****** Sobirov

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23314920
  
  I am rejecting this response because: 

  
  I am submitting this follow-up complaint regarding Topstep, as my issue remains unresolved and has now escalated to include the withholding of trading profits I rightfully earned through their platform.
  
  I was an active and paying customer of **********************. I successfully passed their evaluation process, adhered to their rules in good faith, and became eligible for a funded account and payouts. However, without any formal warning or specific explanation, Topstep suddenly and permanently closed my account. They only vaguely referred to a violation of the Terms of Use, without specifying which rule I allegedly broke or providing any evidence to support their decision.
  
  Such lack of transparency is unacceptable for a company offering paid services. Furthermore, they failed to issue any of the payouts I earned through legitimate trading activity. The most troubling aspect is that the withdrawal I initiated on April 24, 2024, has completely disappeared from the transaction history in their system. I have screenshots showing it was once there, but now it has been deleted entirely.
  
  I consider this an attempt to cover up their wrongdoing and avoid their financial obligations. This behavior is not only unfair but may also constitute fraud. Topsteps actions show a clear disregard for consumer rights and accountability.
  
  Additionally, I must note that in their response to my previous BBB complaint, Topstep claimed they were willing to assist me. Yet when I followed up by submitting support tickets, they outright rejected my inquiries. Rather than working toward a resolution, they have shut down all communication, which contradicts their earlier promises and further highlights their lack of integrity.
  
  Therefore, I am formally requesting:
  
  1. A clear explanation of the alleged violation;
  
  
  2. A refund of any fees I paid, if applicable;
  
  
  3. Full payment of the trading profits I earned through their program.
  
  
  
  I respectfully ask the Better Business Bureau (BBB) to intervene and ensure that Topstep either provides legitimate justification for their actions or resolves this matter in good faith. I have attached supporting documents, including my account ID, payment proof, screenshots, and communication records.
  

  
  

  
  Sincerely,
  
  ****** Sobirov