Financial Team not responding

[Bowza23]

Has anyone else experienced terrible help from the Financial Profile Team?

I was approved almost instantly and have now had my account placed in auto liquidate mode without a reason. No warnings or margin issues, no communication from them since asking for more info about my application.

The help desk chat and phone lines have told me that NT’s financial team only respond to email and have no inbound phone line. It’s been a month now..

[NinjaTrader_Clayton]

Hello Bowza23,

Thank you for reaching out.

NinjaTrader's Financial Profile team periodically reviews approved account applications and may request additional documentation or information to comply with government and industry regulations.

When such a request is made, customers have two weeks to provide the necessary documents.

• Failure to submit the requested documentation by the deadline will result in the account being placed in "Liquidation-only Mode."
• In this mode, the account is restricted to placing orders solely to liquidate existing positions and cannot establish new positions until it is unlocked.

We have notified the Financial Profile team that you are seeking an update on your case with them.

• Please feel free to respond to the email thread you have with them directly as there is no further information or insight we can share over the Forum since it is a publicly facing location.

Thank you for reaching out.

[Bowza23]

Unfortunately Clayton I have already responded to the email multiple times with this request after supplying more documents and have had no response for a month

[thinkorswim83912]

I am in a similar boat. They requested updated docs and I uploaded them. Absolute crickets for over a week now, not even a reply "yes we are reviewing." My account is set to LTO and I can't wait any longer in these current market conditions. I will be moving my funds to a different broker.

Maybe the Kraken acquisition has impacted operations. I don't know and I don't want to be around to find out.

[NinjaTrader_Clayton]

Hello thinkorswim83912,

Thank you for your feedback.

You should hear back from the Financial Profile team soon.

If you do not hear back soon, we recommend sending a follow-up email regarding the status of their review.

If you require any assistance transferring funds out of your NinjaTrader account, please do not hesitate to contact our support team.

Thank you again for reaching out.

[Colin789]

I've been dealing with the same issue, I sent them an email about my account being set to auto liquidation a week ago and haven't heard anything. I've sent 3 follow up emails since and still nothing. I've tried talking to other ninjatrader support people and all of them just say email them again.

[Rachel in CO]

I'll add my name to the list of customers NinjaTrader has completely stranded. I'll be requesting to move these funds to one of my other brokers today.

Farewell, NT!

[TonyBaba]

I concur, the FinancialProfile dept leaves a little to be desired offensive customer service. the NT Moderator here gives a bad vibe to customers complaint "Will provide assistance transferring funds out of your NinjaTrader account" Dear Customer service manager, we expect you to make every effort on your part to Contact FinancialProfile managers and advocate for your clients in order to keep the client and not offer to facilitate moving out of NinjaTrader. You sound like you got a bad deal in the new merger. Focus on the job you are been paid for, or leave so another sincere customer service person can take this position.. Sad...