Super speedy response to my email regarding an issue I had with my account, and they managed to reply and solve my query in less than 15mins.
Response from Secure The BagAug 7, 2023
Thank you for taking the time to leave us a review! We're thrilled to hear that our support team was able to respond to your email and resolve your account issue in a timely manner.
Your satisfaction is our priority, and it's always great to know that we've met or exceeded expectations. We're here for you whenever you need us, so don't hesitate to reach out with any future questions or concerns.
Happy trading, and thank you for choosing Secure The Bag! 🚀
-Secure The Bag Support Team
JE
Jamison E.
Very expedient response
Very expedient response. And gave me all the information that I needed.
VT
Valued T.
Customer support received my email and…
Customer support received my email and resolved my issue in less than 30 mins.
DP
Duke P.
Very disappointed
Very disappointed. They disabled my founded account on Saturday while the market was closed even though I was in profit and never in drawdown since entry of my position. When I reached out to them for clarification, I was told that over the weekend (while the market was closed) there might’ve been a gap that put me in over my draw down limit, which is lies because 1) my position size would mean a whole lot of drawdown for that to occur and 2) when the market opened on Sunday I would have been still running in profit so I got lied to somehow. Never returning to them and neither will anyone I know, who I will tell this to. Customer service told me I can have a 10% discount to buy another challenge and start again, they know I will come back stronger…. Not when I’m being cheated. I’m very disappointed. Buyer Beware!
Response from Secure The BagJul 10, 2023
Dear Duke Pe-Ge,
Thank you for sharing your concerns and I'm truly sorry to hear about your disappointing experience. At Secure The Bag, we deeply value transparency, and we make every effort to ensure our practices are straightforward and in accordance with established trading rules.
While I understand your frustration regarding the disabling of your account, our records indicate that the account in question had breached the 5% daily drawdown limit. The equity of your account was calculated at $101,511.25 on the prior day, and the limit was surpassed when the equity and balance decreased to $96,141.44.
Please be aware that our risk management policies, including drawdown limits, are put in place to protect both our traders and our firm. This rule applies irrespective of whether the markets are open or closed. These measures are designed to minimize the potential for significant losses and maintain a healthy trading environment.
I appreciate your feedback regarding our proposed solution. We did offer a 10% discount on a new challenge in recognition of your prior successes, and with the belief that you would overcome this setback. Our intention was never to give the impression of being dismissive or presumptive.
However, we understand that this situation has caused you disappointment. We deeply regret any misunderstanding and are ready to discuss this further if you would like more clarification or if there are other ways we might be able to assist you. Our goal is always to provide a fair and supportive trading environment and we value your insights as we continually strive to improve.
Best regards,
Secure The Bag Support Team
VT
Valued T.
Very quick response with clear steps…
Very quick response with clear steps provided
DB
Derek B.
I failed my first challenge but I’m…
I failed my first challenge but I’m trying again! This is a skilset I know that I can master ☺️🧘🏻♂️
SA
Saad
My questions were answered instantly…
My questions were answered instantly and thoroughly
MD
Mazz D.
All Questions answered quickly…
All Questions answered with quick response time Thankyou guys very much looking forward to completing my challenge🙏🏾💪🏾
