Tradestation Customer Service - Errors & Problems
I've decided to start a record of the problems I've had with Tradestation's Customer Service. Rarely do I have a problem with the platform It has been very stable. The Customer Service errors have multiplied considerably since March or so of this year, 2010.
Since March, I've gone from adding accounts to liquidating them. Perhaps this weekend I'll try to post some of these issues here. For now, however, I've decided to create a log. This will help me the next time I'm told that such and such was not performed because I never asked for it. Or perhaps they did not link an account because I never asked for it to be linked.
Today I received a check that was about $300 light after closing another account. I was told that Platform fees were billed to this account and that's why the charge. Yet last month I arranged for platform fees to be charged to another account. I wasn't home during this conversation, and lost the signal on my phone during the call. So I must continue the call again tomorrow.
However, my total charges normally are $183. I've discontinued full CME access because I've been moving Futures trading to PFGBest. The change from full access to e-mini only access drops my charge $36 dollars. I've dropped the $10 access for mini Crude, so my bill should have gone from $183 to $137. Certainly not $300.
I now have Tradestation's evening rep on the phone. Looking at the account online it shows I now have $281.95
So this evening he is arranging for the balance to be sent standard mail.
He does not know why the money wasn't sent, although the gentleman this morning said it wasn't sent because it was used for charges against the account.
Perhaps when they make an error they destroy any record of it?
While I am considering creating a list of Tradestation gaffes, I need to post this one. Tradestation allows about $150 of free Platform access each month if you trade more than 5,000 shares of stock, or 10 round turns on Futures and so forth.
Because of another problem that hasn't been resolved I was offered this free bonus. At the time, about mid-September, I had already traded 20 or 30 Futures contracts and over 50,000 shares of stock. Obviously giving $150 of freebies to me that I was entitled to anyway was a joke, wouldn't you think?
Certainly they must have thought it was funny. How could they not know I already met the minimum, or that I've made the minimum every month for years?
I think someone who was making such an offer should first look at the account to see if I needed such a deal. But it caused to to stop and wonder....
Sure enough. Regardless of the fact that I met their minimums in August, they charged the $150 then as well.
I have a string of Customer Service mistakes like this. Could I be the only one that gets so many errors?
Since March, I've gone from adding accounts to liquidating them. Perhaps this weekend I'll try to post some of these issues here. For now, however, I've decided to create a log. This will help me the next time I'm told that such and such was not performed because I never asked for it. Or perhaps they did not link an account because I never asked for it to be linked.
Today I received a check that was about $300 light after closing another account. I was told that Platform fees were billed to this account and that's why the charge. Yet last month I arranged for platform fees to be charged to another account. I wasn't home during this conversation, and lost the signal on my phone during the call. So I must continue the call again tomorrow.
However, my total charges normally are $183. I've discontinued full CME access because I've been moving Futures trading to PFGBest. The change from full access to e-mini only access drops my charge $36 dollars. I've dropped the $10 access for mini Crude, so my bill should have gone from $183 to $137. Certainly not $300.
I now have Tradestation's evening rep on the phone. Looking at the account online it shows I now have $281.95
So this evening he is arranging for the balance to be sent standard mail.
He does not know why the money wasn't sent, although the gentleman this morning said it wasn't sent because it was used for charges against the account.
Perhaps when they make an error they destroy any record of it?
While I am considering creating a list of Tradestation gaffes, I need to post this one. Tradestation allows about $150 of free Platform access each month if you trade more than 5,000 shares of stock, or 10 round turns on Futures and so forth.
Because of another problem that hasn't been resolved I was offered this free bonus. At the time, about mid-September, I had already traded 20 or 30 Futures contracts and over 50,000 shares of stock. Obviously giving $150 of freebies to me that I was entitled to anyway was a joke, wouldn't you think?
Certainly they must have thought it was funny. How could they not know I already met the minimum, or that I've made the minimum every month for years?
I think someone who was making such an offer should first look at the account to see if I needed such a deal. But it caused to to stop and wonder....
Sure enough. Regardless of the fact that I met their minimums in August, they charged the $150 then as well.
I have a string of Customer Service mistakes like this. Could I be the only one that gets so many errors?
posted by Patrick Slevin at 4:29 PM
