ComplaintsforDecisions Unlimited, Inc. DBA TechniTrader

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of experience: 23rd May 2023 Order Number: ORD003381 I am a person with a disability which I disclosed to **** from the Pre Sales team. I was assured Technitrader courses are in line with recognized accessibility standards, like the Web Content Accessibility Guidelines (WCAG) and ** accessibility legislation, like the Americans with Disabilities Act ***** and Section 508 of the Rehabilitation Act. I was assured that Technitrader courses comply with ************* of e Learning including the accessibility. I was also assured, that I will be given extra time to finish the courses (2 years) and that all my questions will be answered by accredited, competent and friendly customer service team. I quickly discovered that Technitrader does not have a team that answers questions but only one Person by the name of ***. Technitrader eLearning modules and quizzes have multiple errors and accessability issues (poor visuals and audio). I have alerted the customer service support ( represented by ***) about these errors and for the reasons know to herself was accused of wanting to steal their courses. *** told me that I annoy her and that she can not work with **** offered Technitrader team full access to my internet and computer so that they can do a full comprehensive forensic investigation but was just informed they decided to stop my access to their courses and refund me the money. I would like my access to Technitrader courses be reinstated or at minimum I was given access to their scans in TC **** as that was part of the original Sales Agreement. I would like my access to Technitrader courses be reinstated or at minimum I was given access to their scans in TC **** as that was part of the original Sales Agreement.

  

  Business response

  09/14/2023

  Complaints are numbered with our response/rebuttal below each statement.
  
  1. Date of experience: 23rd May 2023 Order Number: ORD003381
  
  Rebuttal: This course package order #ORD003381 was refunded in full on June 12, 2023. 
  
  See attached: TechniTraderRefundReceipt-Tatjana.png 
  
  2. I am a person with a disability which I disclosed to **** from the Pre Sales team. 
  
  Rebuttal: No disability was disclosed to ******, who is a senior sales person, before ******** enrollment in the course package she purchased. 
  
  See attached: *******-SalesCorrespondence.zip 
  
  It was only after she was told that downloadable copies of the course are not available that ******* accused us of discriminating against her disability.
  
  To date, we are still unaware of what specific disability made seeing or comprehending or accepting the course training so difficult besides evidence of emotional issues indicated by her correspondence with support and a Zoom call, then threat of legal recourse followed by an apology after the relationship was terminated. 
  
  See attached: *******-SupportCorrespondence.zip. We also have an mp4 file record of a Zoom call with ******* that is not supported to attach. 
  
  If we had known of a visual or learning or emotional disability before the sale, we would not have sold the course to her because the education requires independent home study online and it is for trading and investing in the stock market. Seeing, learning or emotional disabilities make it difficult, if not impossible, for a person to learn this complex subject sufficiently, comprehend the risk involved and make cohesive decisions under duress. 
  
  As soon as the severity of her learning difficulty became clear through many emails with student support between May 23rd and June 12th, we refunded her course package cost in its entirety and informed her in writing that her service had been terminated. 
  
  See attached: Tatjana-SupportCorrespondence.zip and TechniTraderRefundReceipt-Tatjana.png 
  
  3. I was assured Technitrader courses are in line with recognized accessibility standards, like the Web Content Accessibility Guidelines (WCAG) and ** accessibility legislation, like the Americans with Disabilities Act ***** and Section 508 of the Rehabilitation Act.
  
  Rebuttal: All TechniTraders courses conform to the ** Disabilities Act. Videos and audio are available online 24/7 and accompanied by captions, online quizzes and downloadable notebooks for taking notes. 
  
  All TechniTrader courses are hosted on a continually maintained 3rd party ******************* System from a publicly traded company. 
  
  See attached screenshots in Tatjana-SupportCorrespondence.zip
  
  4. I was assured that Technitrader courses comply with ************* of e Learning including the accessibility.
  
  Rebuttal: ************* is part of the salesmark of TechniTrader and has been used for over 20 years.
  
  The e-learning accessibility of TechniTrader courses is in compliance with the US Disability Act, as detailed above, which doesnt require that the videos or their content are downloadable. 
  
  5. I was also assured, that I will be given extra time to finish the courses (2 years) and that all my questions will be answered by accredited, competent and friendly customer service team. 
  
  Rebuttal: Yes, we extend time for students to learn if they need more than 1 year to take a course. The same would have been extended to Tatjana if she were able to continue to learn with us. 
  
  We are accredited. ************************* is a chartered market technician (***) and a member of the *** Association: ***************************************************************;
  
  Mele (or ***), also an affiliate member of the *** Association, has passed the *** Level II exam which gives Series 86 licensing and is on track to receive her charter soon. 
  
  See attached record: Mele***LevelII. 
  
  Mele has been with TechniTrader since 2017. She is our Senior Technical Analyst and Education Specialist who works closely with ****** in supporting students to ensure the highest standards. 
  
  6. I quickly discovered that Technitrader does not have a team that answers questions but only one Person by the name of ***. Technitrader eLearning modules and quizzes have multiple errors and accessability issues (poor visuals and audio). 
  
  Rebuttal: All new students are assigned to Mele to answer basic questions and concerns. *******************, *** supports students when needed, and did respond to ******* via email once. Mostly she steps in after completion of their course or if there is a question that Mele cant answer. We also have support staff for other student needs.
  
  We have ***** students currently, some with disabilities, and no one has complained about the quality of the audio or video. In fact we have pages and pages of reviews from our happy students: ********************************************************************************;
  
  Our courses have been updated annually for 25 years. 
  
  7. I have alerted the customer service support ( represented by ***) about these errors and for the reasons know to herself was accused of wanting to steal their courses. *** told me that I annoy her and that she can not work with me. 
  
  Rebuttal: The statements above are made up, totally false. 
  
  After receiving a refund and refusal of service via email and Zoom call conversation, ******* registered on our website with an alias, **************, in order to try to buy the course again. This suspicious activity prompted us to inform her, aka *****, of our policy due to our many experiences with piracy of our courses globally. She supposedly had a bad experience with the course, so it was suspicious that she still wanted it. 
  
  Unfortunately, it seems that ******* suffers from severe emotional trauma. She wrote to us an apology after having consulted with her "counselor." See attached: *******-SupportCorrespondence.zip
  
  We were sensitive and responsive to her needs as evidenced by the Support emails attached. However, we cannot help someone who cannot accept what is being taught or is unable to see or comprehend the material. 
  
  See attached: *****-SalesCorrespondence.zip and *******-SupportCorrespondence.zip
  
  We are sympathetic to ******** problems, but the full refund ends her status as a student. 
  
  8. I offered Technitrader team full access to my internet and computer so that they can do a full comprehensive forensic investigation but was just informed they decided to stop my access to their courses and refund me the money. 
  
  Rebuttal: We are not a computer maintenance company, nor do we offer any technical computer support.  It is the responsibility of the student to maintain their own computers. We cannot help with any visual impairments of the student. This request is unreasonable and expressed to us that ******* had severe learning or emotional trauma that would make it impossible for her to succeed in her dream of being a stock trader.  It was in her best interest that we refunded her and ended her status as a student. 
  
  9. I would like my access to Technitrader courses be reinstated or at minimum I was given access to their scans in TC **** as that was part of the original Sales Agreement. I would like my access to Technitrader courses be reinstated or at minimum I was given access to their scans in TC **** as that was part of the original Sales Agreement.
  
  Rebuttal: We do not have any further obligation to ******* as she has been refunded in full. 
  
  Our terms of service are readily available and agreed to upon registration on our website: **********************************************************;
  
  We have the right to refuse service to anyone for any reason. We deemed her unable to learn and at-risk for this type of high-stress career. ******* has no monetary investment in our courses. It is in her best interest for her to pursue a different type of training for a different type of career. 

  Customer response

  09/16/2023

   
  Complaint: 20577974
  
  I am rejecting this response because:  please see attached
  
  Sincerely,
  
  *****************************

  Customer response

  09/21/2023

  Dear Suwai
  I note TechniTrader discrimination of people with different abilities in the context outlined in Titles I and V of the Americans with Disabilities Act of **** (***): ********************************************************************************* SEC. *****. [Section 2] (a) Findings. - The Congress finds that- (1)physical or mental disabilities in no way diminish a person's right to fully participate in all aspects of society,.
  
   Techanitrader judgements about my visual or learning or emotional disability are seemingly predicated on the wrongful assumption that either
           they have the right or have been medically trained and/or appointed by medico-legal authority to make those judgements or appointed or accredited by God  and/or legal authority to make judgments and enforce their own decisions regarding what I can learn, am capable of achieving, etc
           they have the right to enforce legal contracts that deprive people of their basic human rights
           they have the right to misrepresent, decontextualize and make statements about other people medical/cognitive capacities which are factually incorrect,statistically and logically full of fallacies, erroneous and imbued  with assumptions and mental models that contravene the very notions on which Human Rights are based as well as laws related to people with physical or mental disabilities.
  
  For context please note, the laws related to people with physical or mental disabilities and bullying and harassment: *******************************; Special note Titles I and V of the Americans with Disabilities Act of **** (***): ********************************************************************************* SEC. *****. [Section 2] (a) Findings. - The Congress finds that- (1)physical or mental disabilities in no way diminish a person's right to fully participate in all aspects of society,.
  
  In regards to statements related to Human Rights, please refer to: *******************************************************************; *******************************************************************************************************; ***************************************************************************************; *********************************************************; ********************************************************; *************************************************************************************************************************; **********************************************************************************************; **************************************************************;
  In regards to statements related to Accessibility please refer to: ***************************************; ******************************************; **************************************************; ****************************************************
  Contrary to statements made by Technitrader about their website being *** approved and accessible evidence provided by independent third parties (one of which is ******************* officer) confirm that that there are definite barriers to disabled users at Technitrader website. I refer to email received on Sun, 17 Sep. 2023 at 22:30 from ***********************,Senior Compliance Advisor at *******************, which states that there are definite barriers to disabled users at TechniTrader website.  There are multiple non compliance issues related to Technitrader eLearning Modules as evidenced by three independent accessibility reports (Commercial In Confidence). Statements made by Technitrader **************** Officer *** are factually incorrect and misrepresent and decontextualize what has been discussed as well as the nature of the issues. I refer to ************************************************************************************* and Ladder of inference ***********************************************, for further context and consideration.
  The basis for Technitrader wrongful assumptions seems to be stemming from factually incorrect observations and understanding around what is currently considered acceptable behaviour related to people with different capacities, their rights in regards to accessibility and learning opportunities.
  
  With respect, I ask you to reconsider my rights in the context of the Laws outlined above and allow me access to the Technitrader courses I have purchased including the access to their Scans which came as part of the same courses.
  
  *****************************
  

*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. ↩