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: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

• Initial Complaint

  Date:11/28/2024

  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.

  Hello. I'm here to put a formal complain about topsteps rules violations. I have been a very royal customer for over a year plus. Each time I get funded and make money on the account this firms platform would start freezing the very next day and I would lost all the money. Then they would lie that they rest my balance and then they won't do a reset for the account for me but will for others. The first time I lost $3000 and they did nothing about it. Ft his time I lost $4500 and they still refused to reset my account. They did refused to reset it and then compensated others who had the same issue . I have proof. The firm would not take responsibility of their failed system if other firms don't face the same issues. Which is terrible. I am hoping to get a resolution on this because I can't be losing money that much. If the company wouldn't act right and continue to close accounts with positive balances then imagine how much they make on a daily.

  Business Response

  Date: 12/16/2024

  Hello, Unfortunately I am unable to locate any account information for Alot Anunde as well as ******************************.  If the complainant would be able to provide me with an email address or username that is associated with their Topstep account I would be more than happy to look into this and respond accordingly. 

• Initial Complaint

  Date:11/23/2024

  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.

  Received a fraudalert from my bank stating transactions made to topsteptrader from my account. Immediately locked my card and following business day went in to dispute charges. 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. ******* recently stated they received notification from topsteptrader that my claim was invalid so my bank proceeded to remove $188 from my account. Although this is not a tremendous amount of money, it is not ok and will not stand. I have reached out to my bank as well to take this a step further to have this fraudulent transaction corrected.

  Business Response

  Date: 11/27/2024

  We are sorry to hear that Mr. ****** is experiencing this issue and would be more than happy to look into this for him however, we are not able to locate any ticket associated submitted by Mr. ****** in order to do so.  ************* has a ticket with us, if he could email us at ********************************************* and we would be more than happy to look into this for him.  

  Customer Answer

  Date: 11/27/2024

   
  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.   I must apologize to topTrader for this complaint.  The issue was a miscommunication in letter received from my bank.  When they stated my claim was invalid, the mean was that TopTrader invalidated the purchase and refunded to my account.  Then the bank in turn removed the provisional deposit.  I did clear this up with bank as well.  Thank you TopTrader for the quick response.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/21/2024

  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.

  On Monday, November 18th, TopstepX experienced widespread outages that prevented traders, including myself, from closing positions. While the team reversed negative trades during market hours (8:30 AM - 3:30 PM CT), they did not assist traders during extended hours. I was unable to close a profitable position, leading to an $800 loss and the closure of my *** account. Other traders faced the same issue, unable to close positions via the platforms X button, though dragging a stop loss worked. This suggests a software issue, not user error.Once we realized the problem was widespread, we shared our experiences on Topsteps Discord and Trustpilot, with some posting videos showing the issue. Despite this, Topstep refused to restore accounts for extended-hour traders unless they provided video evidence. They claim the problem was only widespread during market hours, which is expected since more traders are active then, generating more complaints. This shows Topstep is ignoring the issue for extended hours.I provided screenshots and complaints from others but was told no action would be taken without a video of my trades. This is unreasonable, as I work in a data-sensitive field where recording could violate NDAs and jeopardize my job.I invested $350 in combines and paid for my funded account, starting with a balance of $2419. Despite clear evidence the issue extended beyond market hours, Topstep only acknowledged problems during the day session. I requested the restoration of my *** account, but the only offer was a $49 combine reset, requiring additional payment. This is an unfair solution.The burden of proof for extended-hour traders should be the same as for market-hour traders. Topstep should either treat all traders equally or stop offering extended-hour trading if they cannot support it. I request the restoration of my *** account, including the $159 fee and my original balance of $2419, as others affected during market hours were compensated.

  Business Response

  Date: 11/26/2024

  We are sorry to hear that Mr. ****** is not satisfied with the resolution that was offered to him in response to the wide spread issue in question.  Unfortunately, we are only able respond and resolve issues that are reported to us once verified by our engineering team and within the timeframe that has been verified.  Any issues outside of the verified timeframe would require additional information such as video recordings or screenshots.  We do  understand that that providing this information may not be feasible in certain situations however, we are only able to respond to and potentially resolve issues if the proper information is presented to us.  
  
  Regards, 

  Ed. C. 

• Initial Complaint

  Date:09/03/2024

  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.

  I purchased a combine but requested a refund the same day. I found it odd that the only way to even reach customer service was through their bot, Windy.I never even received a turnaround time to get a response. I have been waiting in limbo for 2 days now with no response. Their 14 day return policy doesn't even give you instructions on how to request a refund. Do not do business with this company.

  Business Response

  Date: 10/29/2024

  Hello,

  Ms. ******** contacted Topstep requesting a refund for a Trading Combine.  Unfortunately, because of our Satisfaction Policy, we could not accommodate the request because a Trader can only receive a refund on the First Trading Combine purchased on the account.  We have made exceptions to this previously however this is only on Trading Combines that have not been traded on and Mrs.  ******** Trading Combine had been traded on which is also a reason why we would not be able to accommodate the request at this time. 

  Customer Answer

  Date: 10/29/2024

   
  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:08/28/2024

  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.

  Months ago I had a misunderstanding of charges and disputed one, my bank must of disputed many charges mistakenly from topstep, when that wasnt my intentions mind you I only disputed because the support took forever, I never got re imbursed but I dont even want to, I now have multiple funded accounts and requested payout of $5000 and it got denied due to charge backs when this was a mistake and I spent so much time and effort to finally make a great payout, I figure its not right as Ive been loyal and continue using topstep Id like it it resolved to continue using my xfa I would have no problem with sharing my payouts to help them recoup whats said I owe, please resolve this for me

  Business Response

  Date: 09/02/2024

  Hello,

  Unfortunately Mr ***** violated our Terms of Use policy when he filed in access of 12 chargebacks for charges not being authorized or fraudulent with his financial institution.  Our compliance department has reviewed this case thoroughly and made it's decision not to allow an appeal.  This decision is final and will not be overturned.  We apologize for any inconvenience that this may cause Mr. ***** and wish him well in is future endeavors.  
  
  Regards,

  The Trader Experience Team.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22211204
  
  I am rejecting this response because:
  The company did not give a chance to discuss this matter or which transactions were disputed or any further details, for me to look through it with my bank, there was fraud involved with my card used and all transactions during a certain period were reported, topstep failed to provide with any dates or card referred to so I can look into it to make it right.. company also allowed me to use platform for months and DIDNT MENTION this until it was time to pay me out totaling $5200 my first ever payout this is when they decide to mention this with xfa accounts totaling 13 of the last 15 trading days being green they waited until it was time to pay to make a issue 

  Sincerely,
  
  **** *****

  Business Response

  Date: 09/17/2024

  Hello,

  We understand Mr. ******* frustration with our decision however it is final and will not be overturned.  Furthermore, in the original complaint Mr. *********** stated  "I had a misunderstanding of charges and disputed one, my bank must of disputed many charges mistakenly from Topstep, when that wasnt my intentions mind you I only disputed because the support took forever"  As you can see, Mr. ***** did not express that these charge backs were filed due to fraud. It was only after learning that his account had been banned due to the violation of our Terms of Use.  We will not be overturning our decision at this or any other time in the future. 

   

  The Trader Experience Team. 

   

   

• Initial Complaint

  Date:08/15/2024

  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.

  The date of this transaction occurred on August 1st, 2024. I made a purchase through Topstep for their "activation fee" for the Express funded account you earn for passing the initial challenge. This fee was $149, I was supposed to receive almost instantly an Express funded account or "XFA" through the TopstepX platform as they promote that it has faster creation times than going through Tradovate or any 3rd party platform. I was immediately logged out of my account after clicking "make the payment" and received no confirmation email or any kind of confirmation that the payment was received on their end. The money was immediately taken from my Huntington checkings account for the total amount of $149. I understood that this must have been an error and immediately opened a support ticket with support. I confirmed that multiple other users of Topstep did not receive their XFA while the money was taken out. The company made ZERO announcements publicly that they were experiencing such an issue. And to make matters worse, The support team is incredibly tiny in size so the SUGGESTED wait time for a single ticket is 5 buisness days. I have been waiting for 15 days... 15 days and counting for a single answer from anyone. I am beyond annoyed as it seems they are trying to save PR by sweeping it under the rug. I just want an answer and a refund for the activation fee and this seems to be the only way to get an answer from this company. Zero phone lines active, support is not answering, and when i tried to go to their social medias to ask a question privately, I WAS BANNED ON ALL MEDIA, haha that feels nice... someone is really just silencing me. I was forced to pay double because they have a limit for how long you can have an unpaid challenge before it gets deactivated. So I payed the $149 fee twice for the same account. I just want an answer, every day goes by and i think why am i waiting so long for such a basic problem. Its crazy, ive been banned for trying to get help too

  Customer Answer

  Date: 08/16/2024

  
  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. 

  It took 16 Days but I did receive proper reimbursement

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

• Initial Complaint

  Date:07/24/2024

  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.

  TopStep promises if you aren't satisfied with the product, in my case TopStepX charts, they will refund you your money. To be safe, I asked if I could demo the TopStepX program before purchase - they said no. But since there was a refund policy that clearly states I can get a refund within 14 days if I am not happy, then I figured there was no risk. They also claim its TradingView based, which is true, except it lacks about 70% of what TradingView has to offer. There are barely any indicators to use (none that I need for my trading), they give the option to set alerts, and I can't find how to split up my orders so that if I go in with multiple contracts I can take profit at different spots.So on day 1, I requested a refund. When you checkout, there is a clear refund policy, but then they have ANOTHER, different refund policy thats harder to find on their website that they don't show you unless you search for it/request a refund. Why would I search for it, if its provided at checkout? Well, it doesn't matter, they have two refund policies to ensure they don't refund you and thats called scamming.I just want my $50 back. That's it. The irony is that its costing them more money to respond to my requests and the time it takes to communicate with me. Now it will possibly cost them more money as customers may decide not to use their services after seeing this complaint.

  Business Response

  Date: 07/31/2024

  Hello,

  Unfortunately,  it appears as though there *** have been and issue with the text of the Satisfaction Policy that was provided at the time of checkout that we were not aware of.  Mr. ******** brought this to our attention via a ticket that was submitted to our Trader Support Team and we will be addressing this immediately.  We did refund the account once we were made aware of this.  We are in no way attempting to scam our Traders.  Our platform, TopstepX was built using Tradingview charts however it does not include all of the indicators that Tradingview would normally have in their own charts. Anyone can find this information in our *********** by searching for TopstepX.  We also offer an additional site dedicated to TopstepX that can be accessed from Topstep.com where traders can watch short video clips that can help them see how to place orders, navigate charts, and much more. It appears as though this issue *** have just stemmed from a misunderstanding and we apologize for any part of that that *** have been our fault.