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:05/06/2025

  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.

  I have never heard of this company before and they have charged my debit card $149.00 fraudulently on a bank account I don't use frequently. My card wasn't lost or stolen, it is in my wallet so somehow this company got my debit card number and decided to charge me $149.00 for services I never asked for. I talked with my bank about this and they said this company tried charging $149.00 multiple times, but thankfully my account didn't have enough money at the time for them to charge more than once.

  Business Response

  Date: 05/13/2025

  Hello,

  We are sorry to hear that Mr. ****** has encountered an issue regarding possible fraud in their account.  We take the security of our Traders and non-traders very seriously!  We ask that Mr. ****** please reach out to our Trader Support Team at this link ***************************************************** to submit a ticket regarding his issue.  Thank you!

• Initial Complaint

  Date:05/06/2025

  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.

  On May 5, 2025, I was charged twice by debit card transaction $149.00 to Topstep LLC. trading. I have never heard of this company, nor do I have an account with them. I immediately called them, the line stated it was outside of business hours, and there was no option to leave a message. It immediately hung up on me after stating to talk to the online chat assistant. I tried to use the chat assistant, and it could not help me unless I had an account through the company. But I do not have an account with them, so I could not use the chat assistant. I waited until normal business hours to call the help line. The line said all the associates were busy and again, hung up on me. Didn't even give an option to be put on hold or give a call back. I am filing a fraud claim with my bank but I need to tell this company that whoever used my card to purchase these trades is using a stolen card. I'm assuming at this point the company themselves have stolen my card information.

  Business Response

  Date: 05/13/2025

  Hello,

  We are very sorry to hear that Mrs. ****** has encountered some charges to their account that may be fraudulent.  We take the security of our Traders and non-traders very seriously!  Mrs. ****** will need to reach out to our Trader Support Team via this link ***************************************************** to submit a ticket with us regarding this matter.  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23292347
  
  I am rejecting this response because:

  I have tried to call the phone support multiple times and each time it says all the associates are busy due to high call volumes and then hangs up on me. No voicemail options. The chat bot cannot help me because I do not have an account with the company. The chatbot directs me to call the number which sends me in an endless loop. 

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/22/2025

  We are sorry to hear that this response has been rejected by Kyleigh ****** however, in order for us to assist with this matter a ticket will need to be submitted to our Trader Support Team.  The ticket can be submitted through this link ***********************************************************; Thank you!

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23292347
  
  I am rejecting this response because:

  I have gone through the same steps that you have suggested prior to the first message in filing a support claim. I cannot get through with the chat bot and I cannot get through to a real representative. The phone line is a dead end. It either has me on hold continuously or it says no one is available and hangs up. I do not have an account to sign into and the chat bot will not work unless I sign into one. I cannot submit a ticket using their support methods 

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/05/2025

  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.

  On 5/5/25, $149 was charged to my credit card. I do not have an account with this company. I did not authorize this charge. It was a fraudulent transaction that was caught by my bank.

  Business Response

  Date: 05/13/2025

  Hello,

  We are sorry to hear that Mrs. ******** has encountered an issue with their bank that may be fraudulent.  We take our Traders and non-traders safety very seriously!  We as ask that Mrs. ******** please reach out to our Trader Support Team at this link ***************************************************** and submit a request regarding this issue. 

• Initial Complaint

  Date:04/29/2025

  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.

  I am a long-standing Topstep customer from *******************. On April 29, 2025, I was suddenly informed that my access to their services was being revoked due to unspecified regulatory adjustments and compliance advice from unnamed partners.Topstep claims this decision is based on internal restrictions or third-party concerns, not official sanctions. ******************* is not on any international sanctions list (****, **, *** etc.), and I have not violated any Terms of Service. When I requested clarity, Topstep refused to cite any specific regulation, partner, or compliance policy.Furthermore, they failed to notify me in a timely manner. I was only informed after my access had already been revoked, and I later learned that this was due to a technical error on their part. As a result, I and others in my situation were given less than 7 hours to submit payout requests before being permanently locked out.This is not just a technical oversight its a mishandling of customer communication and trust. I rely on Topstep as a source of income, and their last-minute decision, made without clarity or accountability, has had a direct impact on my financial stability.I am requesting:A clear explanation of the actual regulation or third-party policy that led to the exclusion of ********************A formal acknowledgment of the email failure and insufficient notice;And a reasonable extension of the payout submission deadline for affected users.

  Business Response

  Date: 05/05/2025

  Hello, Unfortunately due to regulatory compliance we forced to close many account of Traders that were trading from a country of ineligibility.  Upon performing a compliance check of our current accounts and needed to act swiftly in order to stay within regulatory guidelines.  Emails were sent out to all Traders impacted by this issue the week of 4/21 and they were given until 4/29 to make any payout requests and that all accounts would be closed on 4/30.  We are sorry that this has negatively impacted Mr. ******* and wish him the best of luck in his future endeavors.  

• Initial Complaint

  Date:04/22/2025

  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.

  Unauthorized fraudulent charges by Topstep between March 21 thru March 25. A total of 3 unauthorized charges in the amount of $99 each. I had removed my credit card information once I discovered the unauthorized charges and received an email from Topstep indicating another charge for $49.00. I emailed Topstep with my credit card statement as they requested and was denied a refund. I have called and emailed them numerous times with no response. I am requesting a full refund in the amount of $1178.00 and my Topstep account be deleted.

  Customer Answer

  Date: 05/01/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  Karim **** *****

• Initial Complaint

  Date:04/15/2025

  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 April 10th, all of a sudden I get an alert from my bank of 5 charges of $149 each from Topsteptrader LLC. I have never heard of this company before in my life. Luckily only had enough balance for 2 charges to go thru and the other 3 were rejected. I tried calling Topsteptrader but can't get thru ever. I have made a dispute with my bank already but who knows how long that's going to take to get resolved. I want you guys to refund me and take me off your list immediately!!

  Business Response

  Date: 05/05/2025

  Hello, We are sorry to hear that Mr. **** has encountered some potentially fraudulent activity tied to his financial institution regarding Topstep account payments.  Mr. **** will need to reach out to our Trader Support team using this link ***************************************************** and open a ticket regarding this incident.  The Trader Support Team will be more than happy to look into this matter and come to a swift and satisfactory resolution.  Thank you!

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23206032
  
  I am rejecting this response because:
  

  It is impossible to reach customer support using their method. I want them to give me direct contact. Phone number never goes thru and their AI chat is useless.

  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/13/2025

  We are sorry to hear this.  Unfortunately the Trader Support Team phone number is the only direct contact number that we have.  We suggest that a ticket be submitted through this link ***************************************************** as an alternate route for service with this matter.  Thank you!

• Initial Complaint

  Date:04/14/2025

  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.

  Topstep/Topsteptrader, LLC denined my payout by saying random sections and not giving me a clarity.I was supposed to be payed 11000$+ and they have denied my payouts.I invested more than 3000$ buying their combines and passing and buying their funded accounts. As soon as I requested a payout they denied.

  Business Response

  Date: 04/15/2025

  Hello.  After a thorough review of Mrs. ******* account we will not be reactivating or refunding her at this time.  Mrs. ***** was notified of the reasoning for her account closure by our compliance department along with being told that the decision was final.  Mrs. ***** also appealed the decision and was notified an additional time of the reason and decision.  We will not be reversing said decision as it is final.  We wish Mrs. ***** all the best in her future endeavors. 

• Initial Complaint

  Date:04/02/2025

  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 have an account with ********************** that allows me to trade futures. I use an application called TradingView to make all of my trades. This morning I lost access to *********** and can't use it. I checking with TradingView they sent me to Tradeovate who says the issue is with my Prop firm (TopStep) TopSteps support consists solely of an AI that doesn't understand my issued and I can get a real person online or by phone to fix my issues. I paid a lot of money to these guys for this functionality and am not getting what I paid for.I am only wanting my services to work properly.

  Customer Answer

  Date: 04/03/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 attempted to place an internet order at what turned out to be a fake website, Top-Notchsewvac. I entered a debit card number for payment. Date: 3-15-2025 (Saturday). The order was declined for whatever that means. Starting on 3-17, eighteen "purchases" were made between 8:54 pm and 8:56 pm to Topsteptrader LLC. On 3-18, six more "purchases" were made, three at 11:18 p and three at 8:53 pm. The total of the 24 transactions is $3356, and NONE of these purchases were intended by me. I believe that whoever is "hidden" behind Top-Notchsewvac used my debit card to make all these transactions. I do not know what the relationship to Topsteptrader LLC is, but they received all transactions. When I call the number given for Topsteptrader LLC *************) it seems to be a real business, but I have had no success yet getting them during business hours.

  Business Response

  Date: 04/23/2025

  We are sorry to hear that Mrs. ****** has had some possibly fraudulent activity on her card associated with Topstep.

  We pride ourselves on our ability to keep your Traders safe in every way possible.

  Mrs. ****** can reach out to our Trader Support Team at *****************************************************, and they will be more than happy to assist her with her issue.  

   

  ** *******

  
  

  

  ************************************************************************************************************************************************************************************************************ | 
  

      

         

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23121037
  
  I am rejecting this response because: I have tried contacting Top Step both through the automated Windy Chat and by phone.  They indicate that I should be able to reach them by phone from 8 to 3:30 Central time (which is NOW).  Windy insists that I need a Top Step account to log into.  Calling ************ gives me a message that they will be open from 8 to 3:30 central time as of 4-24-25 which is now, then it hangs up on me.  I will not feel that a resolution is reached if I cannot discuss the issue with a human
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/06/2025

  Hello,  Again, we are sorry to hear that this has happened to Mrs. ************* Per our previous response we feel that the best course of action in this case would be for Mrs. ****** to reach out to our Trader Support Team and open a ticket with them.  The link to get in touch with our Trader Support Team is ***********************************************************; Once the ticket has been filed Mrs. ****** may need to request to speak with a live agent once she has gone through the prompt provided by our AI assistant, Windy.  Thank you!

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23121037
  
  I am rejecting this response because:
  I have made multiple attempts to contact TopStep by phone.  After saying that lines are busy due to high call volume, my call is disconnected.  I have tried to make contact multiple times using Windy, the ChatBot, and get circular arguments over and over and over again, even though I request to be connected to a human.  I refuse to establish a TopStep profile when I don't even know who the company is, what they stand for, or why I should have to do so.  If they need to contact me, my email is *********** and my phone number is *************.  It's their turn now.  AND it is Ms ******* not *** ******.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/25/2025

  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.

  Account closure with no just cause or explanation. Business claims terms of service were violated when they were no violations occurred.

  Business Response

  Date: 04/11/2025

  We are sorry to hear that our  our decision to sever the relationship between ourselves and Mrs. ************* has any sort of issue as this was not the intent.  Mrs. ************* was contacted by our compliance team and given notice of this along with an explanation.  The decision that was made cannot be appealed and is final.  We will not be discussing this matter any further and wish Mrs. ************* the best of luck in her future endeavors.