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Fellow traders,
I would like to report a case that could be, in the best of cases, a really bad customer service or, if you're a bit more realistic, a fraud.
On September 19, I subscribed to a signal feed by Cecil Robles named "Safe Currency" for USD 197.00. This service comes with a 45 days money back guarantee (they ask for proof that the trades were placed).
On September 26, I received issue #13 of "Safe Currency", including two trades that I placed.
On October 5th, those two trades had hit the stop loss, I asked their support staff for the historical results of the first 12 issues of "Safe Currency". I asked again for the same information on October 10th. I have yet to receive this information.
Copy of the email sent to support :
-----------------------------------------------------------
Dear Lisa,
Thanks a lot for your reply.
The two first trades that I received in volume 13 of "safe currency" went into the stop loss...
Just to reassure me, could I kindly ask you for the results of the trades that were in the first 12 emails ?
Thanks in advance for your reply,
Kind regards,
Florian
-----------------------------------------------------------
On October 12, I received issue #14 of "Safe Currency", including two trades that I placed. One of them went into the stop loss, and I decided to manually close the last position because it was in profit.
As the customer experience was sub-optimal (no reply to my question for historical data, and 3 loosing trades in a row), I asked for a refund :
-----------------------------------------------------------
Dear Lisa, Dear Cecil,
I would like to ask for a refund for my subscription to "Safe Currency".
The reasons for my refund request are :
- Three loosing trades in a row
- I asked a week ago (and again on monday) for the past performance of "Safe Currency", and never received it.
Here is proof that I placed the trades :
[screenshots]
As you can see, I decided to close the GBPUSD trade manually as it was in a profit...
Thanks in advance for the refund.
Kind regards,
Florian
-----------------------------------------------------------
On October 14, I received the following reply :
-----------------------------------------------------------
Hello Florian,
I have received your request for a refund of the Safe Currency newsletter. We are certainly sad to see you go. I will initiate the refund process for you. Once your refund has been completed, you will be emailed an invoice confirming the refund.
Best Regards,
Lisa
Customer Support Manager
YourForexMentor.com
-----------------------------------------------------------
On October 17, I received issue #15 of "Safe Currency", even though I asked for a refund already. I manually unsubscribed from the Safe Currency mailing list.
On October 19, I asked for an update regarding the reimbursement :
-----------------------------------------------------------
Hi Lisa,
Any news on this refund request ?
The refund should be as easy as a few clicks using any credit card processing company...
Kind regards,
Florian
-----------------------------------------------------------
On October 21, got the following reply :
-----------------------------------------------------------
Hello Florian,
I am sorry, but I do not have any news on your refund at this time. We do hope to have your refund processed very soon.
Best Regards,
Lisa
Customer Support Manager
YourForexMentor.com
-----------------------------------------------------------
And to this day, I haven't received the refund I requested.
Either they are really slow in processing refunds, or are deliberately holding on to the money until I get tired of asking.
Thanks a lot to all for your support !
Kind regards,
Florian
I would like to report a case that could be, in the best of cases, a really bad customer service or, if you're a bit more realistic, a fraud.
On September 19, I subscribed to a signal feed by Cecil Robles named "Safe Currency" for USD 197.00. This service comes with a 45 days money back guarantee (they ask for proof that the trades were placed).
On September 26, I received issue #13 of "Safe Currency", including two trades that I placed.
On October 5th, those two trades had hit the stop loss, I asked their support staff for the historical results of the first 12 issues of "Safe Currency". I asked again for the same information on October 10th. I have yet to receive this information.
Copy of the email sent to support :
-----------------------------------------------------------
Dear Lisa,
Thanks a lot for your reply.
The two first trades that I received in volume 13 of "safe currency" went into the stop loss...
Just to reassure me, could I kindly ask you for the results of the trades that were in the first 12 emails ?
Thanks in advance for your reply,
Kind regards,
Florian
-----------------------------------------------------------
On October 12, I received issue #14 of "Safe Currency", including two trades that I placed. One of them went into the stop loss, and I decided to manually close the last position because it was in profit.
As the customer experience was sub-optimal (no reply to my question for historical data, and 3 loosing trades in a row), I asked for a refund :
-----------------------------------------------------------
Dear Lisa, Dear Cecil,
I would like to ask for a refund for my subscription to "Safe Currency".
The reasons for my refund request are :
- Three loosing trades in a row
- I asked a week ago (and again on monday) for the past performance of "Safe Currency", and never received it.
Here is proof that I placed the trades :
[screenshots]
As you can see, I decided to close the GBPUSD trade manually as it was in a profit...
Thanks in advance for the refund.
Kind regards,
Florian
-----------------------------------------------------------
On October 14, I received the following reply :
-----------------------------------------------------------
Hello Florian,
I have received your request for a refund of the Safe Currency newsletter. We are certainly sad to see you go. I will initiate the refund process for you. Once your refund has been completed, you will be emailed an invoice confirming the refund.
Best Regards,
Lisa
Customer Support Manager
YourForexMentor.com
-----------------------------------------------------------
On October 17, I received issue #15 of "Safe Currency", even though I asked for a refund already. I manually unsubscribed from the Safe Currency mailing list.
On October 19, I asked for an update regarding the reimbursement :
-----------------------------------------------------------
Hi Lisa,
Any news on this refund request ?
The refund should be as easy as a few clicks using any credit card processing company...
Kind regards,
Florian
-----------------------------------------------------------
On October 21, got the following reply :
-----------------------------------------------------------
Hello Florian,
I am sorry, but I do not have any news on your refund at this time. We do hope to have your refund processed very soon.
Best Regards,
Lisa
Customer Support Manager
YourForexMentor.com
-----------------------------------------------------------
And to this day, I haven't received the refund I requested.
Either they are really slow in processing refunds, or are deliberately holding on to the money until I get tired of asking.
Thanks a lot to all for your support !
Kind regards,
Florian
Last edited: