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:08/22/2025

  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.

  They have no working number they have no real customer support I think they are a unethical business I can't get a hold of anyone . they have told I'm getting a refund but don't send it

  Business Response

  Date: 08/25/2025

  Hello, were sorry to hear about Mr. ********** experience. Thats not the level of service we aim to provide at Topstep. Our Trader Support Team is available by phone at ************** (MonFri, 8 AM5 PM CT). You can also submit a ticket regarding your issue directly at *****************************************************. Please rest assured that we will respond to your submission as soon as possible. Thank you!

• Initial Complaint

  Date:08/13/2025

  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.

  I cancelled the subscription service, it was explained that I would have access to the account until the renewal date of 9/6. However, when I passed the 50k combine. My account was moved to closed, with no option to activate the 50k xfa. This account was copy traded with another. I was able to access that 50k xfa, but not 50KTC-V2-96057-61374852 **************** is abysmal. Tried going through chat and after waiting 4 days for a response, ********* sent me a blanket response that did not even address the issue. Im honestly not sure she even read what I explained. She told me she would give me a reset, and then didnt even do thatnot ok. I paid for a 50k combine, I followed the rules, I passed the 50k combine. Yet you are refusing to provide the product I paid for

  Business Response

  Date: 08/19/2025

  Hello.  We were sorry to hear that Mr. ********* was having issues with his accounts.  We have reviewed his ticket submission, and it appears that Mr. *********** issue has been resolved.  If this is not accurate, Mr. ********* can reach out to our Trader Support Team for any further assistance.  Thank you. 

• Initial Complaint

  Date:08/08/2025

  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.

  I received 4 fraudulant charges in two days on July 30 and July 31 for $149.00 each from TOPSTEP AND TOPSTEP **********. **** is looking in to this. I have never been associated with this business. Resolve this fraudulent charge issues immediately please.

  Business Response

  Date: 08/19/2025

  Hello.  We are very sorry to hear that Ms. ********* is having issues with unauthorized charges on her account.  It does appear that she has a ticket in which we are reviewing this for her.  Once the review has been completed, a Trader Support Specialist will reach out with the results.  Thank you. 

• Initial Complaint

  Date:08/07/2025

  Type:Customer Service 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.

  After passing the assessment, I was unable to activate my account. The company kept saying it was a bank issue. I have 8 bank cards, and all ***** told me they didn't receive any payment requests, so there was no bank refusing to pay. The problem was with the company, not the bank. I contacted the company's customer service but there was no response. There was no customer service contact during working hours.

  Business Response

  Date: 08/19/2025

  Hello.  We are sorry to hear that Yili **** has encountered an issue with their payment processing.  We have reviewed the account and can see that Yili **** has been in constant communication with our Trader Support Team, which has also notified Yili **** of the response wait times for every response that was made.  Once the Trader Support Team has concluded its review and subsequent actions, it will reach out to Yili **** with an update.  Thank you!

  Customer Answer

  Date: 08/20/2025

   
  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,
  
  Yili ****

• Initial Complaint

  Date:08/06/2025

  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.

  They have reoccurring billing and instead of adjusting the billing date once you reset the account they kept the same billing date and basically stole monies from me and many others because they chose to stop using a third party entity. As far as I'm concerned they stole my money I have bought two evaluations a week before they were actually recess that were on reoccurring so the account was as new as last week which is only been open less than a week and they canceled them due to moving over to a different platform that they will be using and instead of reimbursing me the money they chose to just tell people that they're being canceled and then they can pay extra money to move over to another platform.

  Business Response

  Date: 08/15/2025

  Hello.  We are sorry to hear that Mr. Masters was not happy with our recent platform change.  A reset has never been a jump-off point to a billing date change.  Resets are available for purchase at any time and only reset the value of the combine, not the billing date. The move from our third-party platform impacted many of our traders and also caused some unforeseen issues. If Mr. ******* feels he was charged unfairly, he can reach out to our Trader Support Team at ***************************************************** for further assistance.  Thank you. 

• Initial Complaint

  Date:08/04/2025

  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.

  Dear BBB,I am filing this complaint regarding a serious issue I experienced with Topstep.On 04/08/2025, while actively trading on my funded account, I encountered severe technical issues on Topsteps platform, including extreme lag, freezing, and sudden disconnections all of which prevented me from managing my positions properly. As a result, I lost the account balance entirely, despite being in profit earlier.I have screenshots and video recordings that clearly demonstrate these platform issues in real time. I contacted Topstep support, but they denied any responsibility and refused to restore or credit my account, even though the problem was clearly on their side.This is unacceptable for a professional trading company. I respectfully request that Topstep reviews my case seriously and considers a reset or compensation, given the evidence Ive provided.Thank you for your attention.Sincerely, ******

  Business Response

  Date: 08/05/2025

  Hello.  We have reviewed Mr. ******** account and were able to see that our Trader Support Team has been in contact with him.  We were able to reset his account and resolve his issue.  If there are anymore issues Mr. ****** is welcome to reach out to the Trader Support Team for assistance.  Thank you. 

  Customer Answer

  Date: 08/06/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:07/24/2025

  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.

  Top step funded me a 50k acct for 49 dollars. I traded with it for 4 days and passed the account with ****** dollars. When asked why the topstep acct wasnt showing the updated profits throughout the week, they said there was no ****** acct to my name. I have screenshots of my trades and i used someones 50k acct from ******************** to make my large profits. They are not cooperating and erasing data from my accounts to make it look like it wasnt their fault.

  Business Response

  Date: 08/06/2025

  Hello, and thank you for bringing this to our attention.  We have reviewed Ms. *********** complaint along with her account and the corresponding conversation with our Trader Support Team regarding this matter.  We have found that while Ms. ********* has a profile with Topstep, the account that she was trading with was not on a platform that we support.  It appears as though Ms. ********* was trading on a private Tradovate with an account number that starts with DEMO, and all ********************** combines begin with the S1, and the month the combine was created which for Ms. *********, her Topstep account begins with S1Jul and is NOT the account that is mentioned in this complaint nor in the ticket submitted to our Trader Support Team.  Ms. ********* was notified of this information by the Trader Support Representative before making this complaint. Thank you. 

   

• Initial Complaint

  Date:07/16/2025

  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.

  I expected professionalism from Topstep, but my experience exposed serious issues with their platform integrity and support process.Key Problems:-Missing trade log data (critical closure events not recorded)-Positions closed without user action -Frequent chart freezes during active trades -Dashboard showing inconsistent P/L -Support defaulting to user error and refusing proper escalation Incident Summary:My trade closed during an active trade and charts froze. Rep ******* initially blamed me for trading outside market hours (event occurred at 7 AM). Escalated to a supervisor (*******), who claimed logs showed I closed the trade manuallyyet the logs provided no such proof. I identified a critical data gap: the closure event was missing entirely. When I requested further escalation, it was refused.This raises major concerns:- How can traders trust a platform that cannot produce complete and accurate trade records?- What happens when similar issues affect funded accounts?- Why are systemic errors dismissed without investigation?This is more than a customer service issueit is a platform integrity problem that requires accountability and oversight.Desired Resolution:Full internal review of this incident, correction of log discrepancies, and assurance of transparent processes for traders impacted by system errors. Additionally, I believe support should focus on resolving issues rather than placing blame or arguing with customers. Acknowledging when a system error occurs and offering clear, respectful communication would go a long way in restoring trust.

  Business Response

  Date: 08/20/2025

  Hello, ****. We hear your concerns and want to thank you for laying them out so clearly. Accuracy, transparency, and platform reliability are non-negotiables for usand we take it seriously when traders feel that trust has been shaken.

  Topstep never dismisses issues without review. When questions arise around trade logs or account activity, our team investigates carefully with the data we have. That said, we also understand how frustrating it can feel if answers dont align with your experience. Were committed to reviewing cases like yours in detail and escalating them as needed to ensure no gaps go unresolved.

  Please reconnect with our Trader Support Team so we can re-examine this incident, verify your trade data, and make sure your concerns are fully addressed. Our goal is always to protect traders, provide clarity, and strengthen the trust you place in Topstep.

  
  

  ** *******

  Social Media Moderator

• Initial Complaint

  Date:07/14/2025

  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.

  Two fraudulent charges to my account. One on 7/13/2025 for $149 and another on 7/14/2025 for $149. Seems to be a recurring issue that this company isnt taking seriously as seen by the previous responses.

  Business Response

  Date: 07/30/2025

  Hello.  We are sorry to hear that Mr. ******** may be experiencing an issue with a debit charge on his account.  We take the security of our traders very seriously.  We would be more than happy to look into this issue for Mr. *************** We ask that Mr. ******* please reach out to our Trader Support Team at ***************************************************** to submit a request and one of our Trader Support Team members will reach out as soon as possible.  Thank you.

• Initial Complaint

  Date:07/11/2025

  Type:Delivery 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 effectively paid for a 50K combine reset on 7/10 around 4:50 and never received credit on the platform. The company support is not helpful to any degree, you can tell the company attempted to automate everything and failed to keep the customer in mind

  Business Response

  Date: 07/29/2025

  Hello,  We are sorry to hear that Ms. ****** had an issue with a reset crediting to her account correctly.  After carful review of Ms. ******** account we can see that our Trader Support Team has been in contact with my Ms. ****** and has resolved this issue.  If there are any other questions or concerns we ask that Ms. ****** reach out to our Trader Support Team @***********************************************************; Thank you!