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:03/19/2025

  Type:Billing 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 charged my debit card twice for 1 XFA ($300) back in October-August 2025, when I only had money left for gas and groceries for the rest of the week during my last semester in college. As a result, I had to call my bank to dispute the double charge. Now, after paying for dozens of evaluations and activating multiple XFA accounts to learn to trade, I finally reached my first payout and met all the requirements on my XFA. However, when I clicked the payout tab, I saw that my account was ineligible for payouts due to the dispute.After trying to contact support for a day to clear things up, it seems my account is being ignored by chat support. When I call the phone number listed ***************), it tells me to log in and start a conversation with their chatbot. It really seems fraudulent because they allowed me to pay for and activate multiple evaluations and XFAs knowing I couldn't receive a payout. I'm still remaining hopeful that Topstep and I can resolve the issue, but they are not responding to me.

  Business Response

  Date: 03/21/2025

  Hello!  We are very sorry to hear that this issue is complicating your payout request.  We were able to locate your ticket and would like to apologize for the extended wait period regarding a response from us.  We have escalated your issue to a supervisor and you should be hearing back from someone soon.  Please note that due to our ticket volume you may not receive a response until Monday of next week.  We appreciate your patience and understanding with us while we work to resolve your issue.  Thank you. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23086898
  
  I am rejecting this response because:Topstep decided to close all my funded accounts today, 3/24/25, without any investigation or refunds. They also continued charging me for 22 weeks without informing me of my ineligibility. I will be working with my credit union to dispute all Topstep charges on my debit cards and report the issue to the proper authorities for breach of contract.

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

  Business Response

  Date: 04/06/2025

  Unfortunately Mr. ********** account has been disabled since our last response by our compliance team for violating our Terms Of Use.  We are sorry that this has happened.  *************** has any further questions or concerns he would need to reach out to our Trader Support team at ***********************************************************; We wish Mr. ******** nothing but the best in his future endeavors.  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23086898
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Topstep's trader support team activily ignores traders with disputes. I see there response as harassment as of now. I've reached out multiple times and get nothing in response as well as the number they have listed on there website is a dead number. There needs to be a deeper investigation because there seems to be no oversight or regulation. I hope my letter to the **** will further the investigation into Topstep how they scammed a profitable trader once he reached a payout. 

• Initial Complaint

  Date:03/17/2025

  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.

  Immediately after making a bank deposit from **************** Online, a series of 5 charges from Topsteptrader llc in the amount of $149 each appeared on my online banking account. I DO NOT and have Never had an account with this company and seldom use this particular bank account. Have tried to contact the company by phone at 1888-407-16ll and after following prompts immediately receive a message that due to the high volume of calls no one is available to assist, etc. (have recorded message) even tried the chat link and it does not work. Have blocked my debit card and have contacted VA lottery to make them aware. This appears to be a fraud, scam or other illegal activity by this company. Would like BBB to assist in addressing this issue and make others aware of these practices by Topsteptraderllc

  Business Response

  Date: 03/21/2025

  We are sorry to hear that ***** has encountered this issue.  We would be more than happy to assist in resolving this issue.  ***** can reach out Trader Support Team here ***********************************************************; A ticket will be created and one of our Trader Support Team agents will reach out to ***** to discuss this issue.  Thank you!

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising 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.

  There rules are predatory to those who do business with them. It is designed for the user to fail. They are predatory to the fact that over 90% of people fail. They have actually said you are not supposed to do too good otherwise you will break their rules. It is completely predatory. Attached below I was told that I cant make more than $1,500 otherwise itll take longer for me to pass with their already predatory rules. Their profit target is $3,000. I met that target because I executed a great trade that it is normally taught to let your winning trades run. I did that as I dont scalp. But because of their predatory rules, I dont get paid.

  Business Response

  Date: 03/31/2025

  We are sorry that Mr. ****** feels as though our rules are predatory as they are meant to help traders get better while practicing consistency and risk mitigation.  Mr ****** is referring to a consistency target that is implemented in all of our combines and is geared toward each individual combine level.  These are set up for a trader to not trade more than 50% of their most profitable day or what amounts to half of the consistency target.  This is not hidden anywhere or made to be a bait and switch or any other tactic to make the trader feel as though the goal is unattainable.  We will not be issuing a refund to Mr. ****** at this time as the consistency target is implemented in every combine created for every trader and is an key part of learning how to mitigate risk at an early stage.  Thank you!

• Initial Complaint

  Date:03/11/2025

  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.

  I purchased and passed a $50,000 challenge with Topstep. I paid the $150 account activation fee on Saturday 3/9/2025 and recieved my confirmation email and account activiation email.The $50,000 funded account that I earned and paid to activate was not and still has not been made available to me on the TopstepX platform. I am not able to use the account that I earned and paid for.I reached out to customer service and haven't gotten any help. Topstep does not answer phone calls on their customer service phone number and they will not connect me with a customer service *** through their virtual chat support.I need to have access to my $50K funded account on ********************** or have my money for the *** and the combine refunded immediately.

  Customer Answer

  Date: 03/12/2025

  
  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:02/11/2025

  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.

  Just impossible to get any help via Windy and phone never answered so VERY POOS CUSTOMER SUPPORT

  Business Response

  Date: 02/13/2025

  Hello,

  We have reviewed Mr. ******** account and were able to locate multiple attempts to reach us by phone, however, most of the phone calls occurred outside of our phone support hours which are 8 AM to 3:30 PM Central Standard Time.  We would be more than happy to assist Mr. ****** by phone during those hours, if that does not work he may also submit a ticket via this link ***********************************************************; We look forward to assisting Mr. ****** in the near future. 

• Initial Complaint

  Date:02/10/2025

  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.

  Missing 6 payouts since January 22, submitted tickets, supports was vague and not helpful, they closed my support after making me wait for a week. Brought this up in their discord and the mods was being very unprofessional. They timed me out for sharing payout update with another trader who experience same issue.

  Business Response

  Date: 02/13/2025

  Hello,  

  We have reviewed Mr. ****** account and have found that a review is in progress regarding his payout issue.  While we understand his frustration with this review process we do need to make sure that perform this and any other review with the highest level of proficiency which unfortunately does require additional time to review.  We have maintained regular contact with Mr. **** throughout and will continue to do so until the matter is closed. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22921829
  
  I am rejecting this response because:
  The issue was not resolved and the response was unprofessional and rude. 
  Ive been officially scammed 
  Sincerely,
  
  Kang

  Business Response

  Date: 02/18/2025

  Hello,

  We are sorry that Mr. **** felt that our previous response was rude and unprofessional.  It was not our intention for the response to come across this way.  We simply stated the facts as they have been documented via the requests submitted to our Trader Support Team by Mr. *********** As it stands, our response has not changed.  *********** has any questions or concerns regarding the submitted tickets he can respond to the thread provided to him by Trader Support. 
  
  Regards,

  The Trader Experience Team

• Initial Complaint

  Date:01/22/2025

  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.

  I was recently informed that I will no longer be able to trade with Topstep. On December a representative messaged me saying that I will be receiving a strike to my account due to a dispute transaction I had committed. However, if you look at my previous interaction with the agent, I asked them if disputing the transaction with my bank will hurt my relationship with Topstep and the agent said that doing this will not damage my relationship and she will make sure that she adds a note into my account. Fast forward this is when the Compliance Representative messages me saying that what I did was wrong. Her and I talked this out and we came to an agreement. I told her that all disputes have been cancelled which there was only one (the one i talked to the agent with) and she told me that Topstep is giving me some courtesy due to what happened. But in the first place, I shouldn't have gotten in trouble since the agent gave me the green light to do it and I asked her multiple times if you go back and read the messages and she says what I am doing is just fine. Fast forward to today I get an email saying I am no longer allowed to trade with Topstep because of a dispute I had made this year (2025). I explained to them that I have made 0 disputes this year and that they are mixing it up with when my bank took away my provisional credit. When the dispute was closed and cancelled, they gave me about 3 weeks before they took out the provisional credit out of my account. When the 3 weeks was up, it was taken out of January 2nd ******************************************************************************************* 2025. I have also sent a screenshot with the information saying they will take out the funds out of my bank account on January ********. Topstep has closed all my accounts including 4 express accounts with $38,000 worth of profits. This whole thing to me a miscommunication because on your side you think I made another dispute in 2025 when I in fact didn't.

  Business Response

  Date: 02/07/2025

  Hello, We have reviewed this case and found that Mr. ****** was in direct violation of our Terms of Use agreement which he signed at the time of account creation.  Furthermore he does not have ability to Trade with Topstep any longer due to multiple violations of the previously mentioned agreement.  Also, there are no notes on file to substantiate the claim of being told that a chargeback would not affect his account.  We will not be reversing our decision to sever ties with Mr. ****** as a Trader and wish him the best in his future endeavors.  

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22845029
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/18/2025

  Hello,

  We do not see a reason for the rejection of our response within the update.  With that being said, we still stand by our decision.  Below you will find our original response for reference. 
  
  Hello, We have reviewed this case and found that Mr. ****** was in direct violation of our Terms of Use agreement which he signed at the time of account creation.  Furthermore he does not have ability to Trade with Topstep any longer due to multiple violations of the previously mentioned agreement.  Also, there are no notes on file to substantiate the claim of being told that a chargeback would not affect his account.  We will not be reversing our decision to sever ties with Mr. ****** as a Trader and wish him the best in his future endeavors.  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22845029
  
  I am rejecting this response because:
    They are saying there were no notes but I just sent a screenshot of the Manager saying its fine. Fire that manager
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/17/2024

  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.

  This company is a scam, trading charts produce false signals, candles that are descending from starting price turn green and if the price is going up they turn red. *** reached out to the company during evaluation process with no luck of them fixing the issue, I then reached out to them again during my funded account because of the same issue causing me to blow my account and all I reviewed in return is my bogus automated response after submitting videos of the problem.

  Business Response

  Date: 12/23/2024

  Hello,

   

  After reviewing this case it appears as though the Trader did not complete the ticket submission correctly.  We are unable to connect a Trader with a live agent unless the correct next steps are taken while communicating with our AI bot Windy.  As you can see in the attached screenshot the Trader did not indicate if we answered their questions or choose the get more help option.  As you can see in the screenshot we also made an additional attempt within the conversation to assist the Trader however, they did not respond. 

   

  Regards, 

   

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22697265
  
  I am rejecting this response because: Obviously there was no investigation, all they did was look at a screenshot. I spoke with an agent. The same agent that deleted my account for me today. If you wouldve truly investigated you wouldve used my email address to look into my account to see our conversation, as well as several videos I sent.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/03/2025

  Hello,

   

  We are sorry that our initial response was not satisfactory.  Our team did review the account and we stand behind the decision of our Trader Support Staff.  If there are any additional concerns regarding this decision please reach back out to our Trader Support Team at ***************************************************** and they will be more than happy to discus this matter further. 

• Initial Complaint

  Date:12/16/2024

  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.

  My account was reset due to daily loss limit. I entered an order at 4:56pm but found the order was rejected because I couldn't trade until 5 pm. I hit "cancel all bids" but the order then went through after 5pm without my knowledge. I not hit the max loss limit. I would either like my account reset to the previous amount or my $149 activation fee refunded. 

  Business Response

  Date: 12/23/2024

  Hello,

   

  We would be more than happy to look into this issue for Mr. ************ however there has been no request for us to do so.  We cannot address an issue if we do not know that the issue exists.  ******************* would like to submit a ticket to our Trader Support Team @ **********************************************************; we will address this issue as quickly as possible.  

   

  Thank you,

   

   

• Initial Complaint

  Date:12/07/2024

  Type:Delivery 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.

  Received a fraudalert from my bank stating transactions made to topsteptrader from my account. Immediately locked my card. I have never done business with topsteptrader which can be proven. What also is provable is the fact no information was sent to me from topsteptrader nor was any information received myself.

  Business Response

  Date: 12/16/2024

  Hello,

  Unfortunately as Mr. ********* was informed by our Trader Support Representative we do not show any charges on his account at this time.  The representative informed Mr. ********* that he would need to contact his financial institution and report this as fraud as they would be the ones that would need to take the proper steps to stop this with there not being any visible activity on our end.  Mr. ********* requested that we contact the bank and ban the "user" responsible for this however we do not have the ability or authority to do so since we are not the financial institution.  

  Regards, 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22653569
  
  I am rejecting this response because:

  Topstep can easy find who made this transactions, because all transactions were made through the business website, but Topstep refused to do this. Why didnt you stop that activity?  

  Sincerely,
  
  Vadim Kharrasov