What the hell is going on with support?

[alsoares]

I have a withdrawal from NT should have reached by bank account but it still hasn't. I get to chat, where it says I can request to speak with an agent if the AI isn't helpful. I request an agent and instead of getting someone to speak with me it asks for my email and says someone will get back to me by email. This was just after lunch. I get the reply THE NEXT DAY. Doesn't the website advertises that support is 24h, quick and easy to reach?

Anyway, I reply to the email saying that despite my withdrawal having been approved on date X, enough time has passed and I didn't get it at my bank, so I want to know what's going on. The reply takes yet another day, and is consists of an email containing a single line saying "your withdrawal was approved on date X". Excuse me? Two days passed and I learned absolutely nothing new about the problem I am facing.

I decide to reply again reiterating the problem, and asking for the trace id of the transaction and some proof that it has been posted (as requested by my bank to further advance my case at their end). One more day passes, and I KID YOU NOT, I get an email reply saying "you need to look at your bank statement on date X, the money will be there". It's now the fourth day and I am absolutely fed up. Every interaction/question takes 24 hours to get an answer, and the answers are all useless.

I need to escalate this issue to the regulatory bodies. Can anyone please point me int the right direction?

[backtester831]

I have a withdrawal from NT should have reached by bank account but it still hasn't. I get to chat, where it says I can request to speak with an agent if the AI isn't helpful. I request an agent and instead of getting someone to speak with me it asks for my email and says someone will get back to me by email. This was just after lunch. I get the reply THE NEXT DAY. Doesn't the website advertises that support is 24h, quick and easy to reach?

Anyway, I reply to the email saying that despite my withdrawal having been approved on date X, enough time has passed and I didn't get it at my bank, so I want to know what's going on. The reply takes yet another day, and is consists of an email containing a single line saying "your withdrawal was approved on date X". Excuse me? Two days passed and I learned absolutely nothing new about the problem I am facing.

I decide to reply again reiterating the problem, and asking for the trace id of the transaction and some proof that it has been posted (as requested by my bank to further advance my case at their end). One more day passes, and I KID YOU NOT, I get an email reply saying "you need to look at your bank statement on date X, the money will be there". It's now the fourth day and I am absolutely fed up. Every interaction/question takes 24 hours to get an answer, and the answers are all useless.

I need to escalate this issue to the regulatory bodies. Can anyone please point me int the right direction?

Did you try contacting the brokerage email directly?

[alsoares]

Did you try contacting the brokerage email directly?

Yes, I did. After the first bogus reply I copied [email protected]. All I got back was an AI response.

[NinjaTrader_LuisH]

Hello backtester831,


Thank you for posting on the NinjaTrader forums.


I have taken a moment to get in touch with our Treasury support team for further investigation. They will reach out with more details regarding your withdrawal request; we appreciate your patience in the meantime.

[alsoares]

Hello backtester831,


Thank you for posting on the NinjaTrader forums.


I have taken a moment to get in touch with our Treasury support team for further investigation. They will reach out with more details regarding your withdrawal request; we appreciate your patience in the meantime.

Thank you for your intervention. Actually it was me who had the issue, not backtester831, but I assume Treasury figured that out because they reached out this morning with an explanation. It remains to be seen if the solution will be effective.