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:03/10/2025

  Type:Customer Service 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.

  Ive tried to reach out to AMP multiple times through emails and their phone number on their website. They absolutely never seem to pick up the phone, or ever reach back out. Every single time Ive called ( about 5 times now) they have been too busy to pick up. Ive left a voicemail twice because now its just a lost cause. Contacting them at different times during their listed business hours. Ive reached out to them via email, and their customer service agents seem to not be able to comprehend English and seem to miss critical information which ends in financial losses for the user for lack of proper communication. Id be more than happy to provide every email Ive had in communication with them. You can see the incompetency for yourself. Theyve lost me 180USD in wire reversal fees. If their customer service was actually helpful, the 4 other wire transaction Ive made from this account shouldve informed them of this. But they always seem to be untimely delivering this sort of information. The wire customer service only ever responds during inconvenient hours like 3-5am. Which in itself is no issue however it leads me to believe theyre outsourcing the customer service to another non English speaking country. The odd hours + horrendous 30$ fee per wire reversal for dumb reasons such as Joint accounts ( denied my deposit multiple times because I tried to fund with an account that had my full name but it said /or -) -60$. I try communicating with customer service that my account name does not match my llc name, and they completely ignore this and continue to ask for personal information to verify account creation. I then deposited thinking it would be handled and yet another -60$ because their customer service cannot read. Most recently I tried depositing with what i now know is a financial tech company, they do not accept deposits from my partner bank, so that is another -60$. At this point the money is gone. All I want is for them to hire new customer service. 

  Business Response

  Date: 03/10/2025

  Client opened an LLC accunt in thw wrong name- he typed in the name of his LLC erroneously on the customer account application. Client was requested to open a new account with the correct name - which he did. He then tried to send funds into the wrongly named account, and was rejected because the name on the bank account was not the same as the name on the *** account. He then sent money into the correct account - but from a fintech company, not a bank. Our funding instructions page clearly and prominently instructs customers to send money into an *** account which is named exactly the same as the bank account.Our funding instruction page also clearly instructs clients not to use fintech companies. Had he read the instructions on the Funding Instructions page, both the issues could have been avoided.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23043378
  
  I am rejecting this response because:
  The businesss customer service agents did not address my request to withdraw ****** application and resubmit a new one, despite my clear messages. Your websites chatbot even states, They will see everything youve already typed, so you will NOT need to repeat yourself, yet my initial messageHi, I wanted to withdraw my LLC application and resubmit a new oneand the follow-ups explaining this were ignored. In your response, you still havent addressed this issue, which leaves me feeling dismissed rather than helped. This experience suggests a lack of attention to customer needs.
  
  **** ******* *********

  Business Response

  Date: 03/24/2025

  Hello,

  As pointed out earlier- the error in the name of the account came from you. The attempts to fund the wrongly named account came from you. The $30 wire fees is charged by the bank, not us. The error in sending money through a fintech company also came from you, when we have clearly mentioned on our funding instructions page that we dont accept deposits fom Fintech companies (as instructed by the regulators). You stated that you just want us to hire a new customer service team - this is not a practical solution to the problems caused by your errors. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23043378
  
  I am rejecting this response because:
  The business owner is clearly ignoring my complaint wholly and refuses to accept that their customer service team is substandard and the error is on their part for completely ignoring 1.the original contact form/bot info & **** followup emails attempting to fix the errors. The deposit page also did not state anything about fintech companies at the time to my knowledge. It only stated the name must match on the accounts.
  Sincerely,
  
  **** ******* *********

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 same exact thing happened on July 4, 2024. A wire was sent to them with proper instructions. Their funding department could not process it until I clarified the details. Then, it was processed. A person named ****** ****** took care of it. On September 19, 2024, I wired USD *****. I did as it was from the same account I send it from every time. This time, because the account is joint with my sister, they rejected it. They promised to send the money back today, September 20, 2024. I have NOT received the money. So, I want my money back. For a company that deals with money 24/7, they are holding my money hostage. I am filing complaints with the ***, CFTC and *** for their inability to return my money to me. This would've been avoided if they just used their brains and credited my account as there was nothing different with this wire. And they lied saying there was no account number listed when I did talk to my bank, the account number was sent.

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair 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 have a trading account with this business for about 20 years now. I am a citizen of ****** and recently retired so often staying in ***********. While in ****** I have opened a ******** account for convenience. This bank is based in *********** that has a branch near my house in ******. One and a half months ago I send a wire transfer to AMP futures to fund my account. Eventually money was received, but my account remained inactive. Soon I had an email from somebody named ******* with highly unusual questions looking to discover Russian connection(attached) I have replied and supplied him with documents confirming that neither I nor my bank have anything to do with Russia. However soon I got even more ridiculous email stating that because I am staying in *********** as a tourist he will close my account. I have sent 4 emails to support and directly to this *******, even requested help with filing a complaint but all of it was ignored. Right now my account is still active but has zero balance. My deposit is gone and my emails are ignored.

  Business Response

  Date: 08/12/2024

  We sincerely apologize for the difficulties youve experienced and understand the distress caused by the issues with your account and funds. Our requirements to comply with Anti-Money Laundering (AML) regulations often require us to take actions that can be frustrating for our clients. We assure you that all decisions are made with the intent of adhering to our regulatory requirements.
  According to our records, your funds were returned to the original funding bank account.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22125192
  
  I am rejecting this response because: money laundering has nothing to do with my wire transfer from my own account from a Canadian branch of PNB. I have provided all necessary documents confirming the legality of my transfer. The reason for closing my AMP account was as appears in the attached documents - that I have changed c
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/14/2024

  Complaint: 22125192
  
  I am rejecting this response because: I have not violated any AML regulations and provided documentation proving that my money transfer was legally sent from my own legally obtained ******** account. As seen in the attached email, the reason stated for closing my account with AMP was me changing country of residence. But that never happened. I was and still am a Canadian citizen with main residence in ******. The fact that I am after retirement often stay in *********** and using my account in Canadian branch of PNB for convenience does not mean that I have changed citizenship. Sending a wire transfer requires visit to bank and PNB is the only bank that has branches both in ****** and in ***********. AMP understands that after 20 years being their loyal customer I was grossly mistreated and that is why they ignored now 5 of my emails. Finally, I have no record of receiving my funds. I have paid 56$ for wire transfer and need to be compensated for that as well. Money laundering is a crime and causing me of it without any reason is just slander and excuse for what they did to me.
  
  Sincerely,
  
  *****************************; 

• Initial Complaint

  Date:01/03/2024

  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.

  On January 2, ****, I made a wire transfer of $600.00 to AMP Global Clearing.On January 3, ****, I entered 10 long trades on MYMH (Micro Dow *****) on the Metatrader 5 mobile app.The MetaTrader 5 platform says that the trades were rejected. I talk with the live chat and told them the situation and they told me that the trades are active on their end and the market was down. My account was liquidated. They told me, "obviously your mt5 is malfunctioning." I never had this problem ever with Metatrader 5. How was I suppose to know that my order was processed when my platform says "rejected?" This is an unethical practice that they are doing. I would like to request the amount of $600 that I wired to the company.

  Business Response

  Date: 01/05/2024

  AMP Global Clearing, LLC is an independent entity without any affiliated companies or subsidiaries. Within AMP, customers autonomously select their preferred futures trading platform. All such platforms, including MT5, are sourced from third-party vendors, necessitating separate customer agreements directly executed between AMP customers and these vendors. AMP assumes no role or input in these agreements.
  
  All accounts maintained with AMP are self-directed, wherein customers independently execute trades on their chosen platforms without AMP's involvement. AMP does not engage in trading activities or possess awareness of customer trades at the time of execution. AMP disclaims control over the functionality or security measures of these third-party platforms. AMP neither owns nor operates any trading platforms; its function is limited to trade clearance subsequent to customer trade execution.
  
  AMP remains uninformed of the actions taken by traders on their computer interfaces before or during trade execution. Its awareness is post-trade execution, facilitating trade clearance exclusively. AMP explicitly communicates this relationship to its customers during the account opening process. Customers are explicitly apprised at the outset of the customer relationship that any grievances arising from third-party platform inadequacies do not fall within AMP's purview. AMP exclusively opens accounts for traders who acknowledge and consent to this disclosure. The attached section of the customer agreement specifically addresses this facet.
  
  Therefore, any purported damages arising from the alleged underperformance of the MT5 platform on the complainant's computer cannot be attributed to AMP, as its responsibility is limited to trade clearance and it has no control or involvement in pre- or post-trade execution activities on the chosen platform.