ComplaintsforTradingView, Inc.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I signed up for a 30 day pro free trial on 4/9. On 5/9, I cancelled the trial because I did not want to continue with this company's product. Tradingview took an annual fee from my credit card even though I cancelled it on the correct date. I've uploaded a screen shot from their platform clearly showing that I cancelled on the correct date as well as a receipt showing they took money from my card. I have since reached out to them through email and on Twitter. They are knowingly and willfully failing to respond. This is bad faith. I want TradingView to respond to my email with confirmation that they are going to refund the $215.40 they took without authorization back to my credit card. And then I want them to follow through with that promise.

  Business response

  05/23/2022

  I am sorry you had a bad experience with our service. We have canceled the subscription and issued a full refund on 2022-05-20. Please note that it can take up to 30 days for the money to be received on your end, depending on your bank. It usually takes several days though.
  

  Customer response

  06/01/2022

  I am rejecting this response because you did not send me an email showing me any kind of proof that you have processed a refund. Plus, you have put the onus on my bank. I've been a customer of theirs for almost 20 years and they're aware of this dispute. They have said there has been no refund sent through to them. Please process it and send me an email with proof of your refund submission to my bank.

  Business response

  06/02/2022

  As we explained in our prior reply, you were refunded in full on on 2022-05-20. I include a screenshot from our payment processor that shows the refund details. Please share this with your bank or credit card company.

  Customer response

  06/02/2022

  Dear Better Business Bureau:
  
  After you sent the first communication to the business, they refunded what is due to me. Prior to that, I had been contacting them over and over again through email and Twitter to request a refund and they did even respond. I'm writing this here so that other traders can see the way this company does business. BBB, thank you very much for existing and for assisting me in this matter. I accept the business's response to resolve this complaint.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 30 I ordered a trial subscription to Trading View and I wish to cancel that trial effective immediately. I have been unable to contact the company by either email or telephone.

  Business response

  04/22/2022

  I am sorry you had a negative experience with our service. Users can cancel their trial through the Account and Billing tab on the profile page of their account. We found your account and cancelled the trial. You will not be billed by us.

  Customer response

  05/09/2022

  follow up on complaint: not resolved, business never let him know if they were going to give him refund when he could not get in touch with them to cancel after multiple attempts; he would like this reopened, due to timing of his statement, he cannot tell if refund was actually made yet
  

  Business response

  05/13/2022

  You appear to have the monthly Pro plan for account ************, acquired through the Apple App Store. We suggest you contact the Apple App Store directly to request a refund. These payments are secured; we do not receive any information about them, so we are unable to track down the transaction. Here is the link to get the refund through the App Store ****************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a paid account with Trading View and cannot access my paid account for some reason and they will not even call me to get this problem resolved. I have been going back and forth with them via email which is getting me nowhere and I still have no access to my paid account. What is the point of paying for an account if you cannot get customer service?

  Business response

  03/07/2022

  I am sorry you had a negative experience with our service. We do not provide phone support, but we do have an account recovery form, which, once filled out, we use to contact a user via email to help him / her regain access.
  
  Before we provide access however, there are a few security checks we always make, to ensure we provide access to the rightful owner of an account and not to someone else. One of these checks involves billing information, to verify account ownership and your identity.
  
  While performing these checks, one of my colleagues asked something that you were not able to provide, which led to you being disappointed about the process. We apologize for any inconvenience caused, but these checks are there to ensure we do not provide access to an account to anyone who is not the rightful owner.
  
  Luckily it got resolved and the email for the account was changed, so you could regain access. You have access to the account again since last Friday. That same day we offered you a discount to renew your plan and we thank you for staying with us.

  Customer response

  03/07/2022

  I accept the business's response to resolve this complaint.   I was able to get the form submitted and regain access to my paid account.  They did offer me 50% off of my pro paid account.
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled my subscription and received three emails from Tradingview confirming cancellation 6 months ago. I have been charged every month since then on my credit card with no way to stop the recurring charges.

  Business response

  02/16/2022

  I am sorry you had a negative experience with our service.

  It appears you had 2 accounts on our platform. The account for which you requested deletion (****************) was not charged. That account has been deleted.

  But you have another account, called ************, with email ************@gmail.com, which has the monthly Pro + plan. 
  
  Please note it is strictly prohibited to create multiple accounts on our platform, exactly for this reason: confusion about subscriptions.
  

  We understand you do not want this plan anymore and your intention was to cancel it 6 months ago, so we have disabled it and issued a refund for the last 6 months.
  

  Customer response

  02/16/2022

  I accept the business's response to resolve this complaint. 
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began a trial of Tradingview in December 2021. On December 27, 2021 I cancelled the trial, and received a email confirmation at 10:04AM EST confirming the deletion of my account. On January, 4 2022 they drafted $360 from my bank account. I discovered this on January 17, 2022 and sent an email to ***********************. I received an email back in the early morning hours of January 18, 2022 informing me of the need for more information. which I provided. Having followed up three times, with no further response, I feel I am left with no choice as they do not have a published phone number. I want a full refund.

  Business response

  01/21/2022

  I am sorry you had a negative experience with our service. According to our logs, the trial was not cancelled and rolled over into a paid plan. When you emailed us about this, we requested additional information about the payment, which you provided swiftly and correctly.
  
  Due to increased traffic on our side, it took a few workdays to process the information and locate the transaction, after which you were refunded in full and informed via email.
  

• Initial Complaint

  12/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Two weeks ago I canceled the auto renewal for their services, yesterday 12/30/21 they charged $155.40 to my credit card anyway. I actually had to login to my account and cancel their auto renew once again, and now I'm concerned they'll just keep charging my credit card again, and again and again. There is no way to reach this company!!! They don't have an email address, no phone number, no chat and their so called help center is completely useless. I've even stooped so low as to sending them a message through horrible facebook, a platform I NEVER use, and they didn't even bother to read the message! Now I'm having to close my credit card account to stop TradingView from charging me again.

  Business response

  01/04/2022

  We are sorry you had a negative experience with our platform. According to our logs, the auto-renewal for your annual Pro plan had not been cancelled prior to the renewal. The way to obtain a refund in such cases is to create a support ticket, or -if for some reason that would not be possible- to send an email to [email protected]. 
  
  But no worries, we found your account, canceled the subscription and issued a full refund. Kindly note that according to PayPal, who handles all payments for us, it can take up to 30 days for the money to be received on your side, depending on your bank. As a rule, it takes several days.
  
  We hope to see you taking advantage of the TradingView Pro tools and features again.
  

  Customer response

  01/05/2022

  I accept the business's response to resolve this complaint. But I need to add; there was no option to create a support ticket on my account, so this is false information from the company. And the email address they supplied in their response is NO WHERE TO BE FOUND on their website! I guess I'm supposed to be a mind reader!
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a year subscription, rarely used. I decided to cancel the auto renew. Was charged again the following year so I contacted the company the same day and my bank as well. The money was returned. Now they contacted my bank and claimed that I did not request the return and took the money back by clearly lying to the bank that I had not contacted them. The reason they had to tell the bank that I did not contact them was because they have a 14 day policy for refunds but I contacted them the same day they took the money so that is why I figure they lied about that but its too coincidental for me to think that that is the exact time their system malfunctioned.

  Business response

  11/15/2021

  We are sorry you had a negative experience with our platform. We checked and saw you created a ticket about this on 2021-11-12 at 13:05 UTC and you were refunded in full for the renewal on 2021-11-13 at 10:33 UTC.

  We believe there may have been a misunderstanding related to the fact that a case had been opened with PayPal against the renewal charge, which they reviewed and decided we had won, so the money was released back to us. Despite this, we have refunded you in full.

  Our advice would be to simply create a ticket and ask for a refund rather than opening a formal case with PayPal or initiating a chargeback. Creating a ticket is the fastest way to receive a refund if you no longer want to use our paid plans.

*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. ↩