Investment Security
Questrade IncThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Questrade Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:30/05/2025
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Questrade initiated a transfer from my RRSP to my pension provider, which is ****. They took forever to acknowledge when they had received my form, but eventually they did the transfer. Incredibly, they sent the transfer via ****** **** during an imminent strike! **** confirmed that ****** **** was used. They charged me $150 + GST for this transfer! I demand the transfer money be returned as a refund.
$150 is fine.Initial Complaint
Date:05/05/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transfer out approximately $37,346 Resp from Questrade to another institution. Questrade keeps rejecting my repeated requests to transfer my money out. They give me no direct contact info to the transfer department who repeatedly rejects my transfer out requests with excuse after excuse. I have been trying for almost half a year with no luck. Case #**********
Questrade will not release my funds and transfer it out.
They keep coming up with excuse after excuse to reject my transfer out request. I have repeatedly sent them documents that they say they need only to be rejected for new reasons they keep making up. It's a very frustrating experience dealing with Questrade and I'm considering legal action against their company. Any help from BBB would be appreciated.Customer Answer
Date: 29/05/2025
My matter has been resolved with Questrade.
Thank you.Initial Complaint
Date:04/04/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
More than 5 years bought ********* stock and the company changed name/ was under bankruptcy protection. I tried over and over to reach the company to figure what if any I can do to get some kind of answer on the loss. But no one responded and when i called questrade they told to take the hit and claim as loss, but that is not what need to be done. Some one know how to convert my stock to the new one and they never contacted me to let me know, as a company they should call or send mail to ask you what would you want to do with it and give you some option. But they take money and disappear when time come to face the music.Initial Complaint
Date:07/03/2025
Type:Order IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
QuestTrade did not receive my approval to transfer out my RSP and did anywayInitial Complaint
Date:08/08/2024
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
All I want for Christmas is an honest broker.
I was charged the wrong fee for their active trader service. It was supposed to be $90 per month but they charged me around four times that amount and I only found out about it when I did my taxes 15 months later. They changed the fee back to what it should have been but did not return the over charged amount. It has been difficult to deal with them. The person who apparently decided to keep my money refused to discuss it. The last was last week when I went to their office to ask to talk with the President and others and hand them my complaint but they would not not speak with me.
The leader of the support department kindly explained that a question about agreements I had with the stock exchange was ticked as a yes answer and that is why their questions algorithm changed my fee status from active to professional and deduct these additional fees. Apparently my using a stock charting system that included an agreement with the stock exchange not to share their data caused them to charge me professional fees instead. Both active traders and professional traders can answer yes to this question, they both can use the same charting system with the same agreements in place. In conclusion Questrade's question sheet is faulty and is to blame for this issue.
The support department leader eventually did offer to return a small fraction of the overcharge as long as I removed any social media posts I may have made about my experience. I thought his offer was luke warm and the request on social media posts seemed counter productive. Why would he want to hide this issue?
I would like the overcharged amount returned plus the cost of a tank of gasoline to make the complaint delivery. I would like all the other clients who have been overcharged to have their overcharges returned and for the President to re-structure the department that decided to do this to me. To fix the rot so to say.Initial Complaint
Date:09/04/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Requested wire transfer from Questrade account to my bank account they’re sending margin calls to stall transferring my money.
See my email to Questrade attached.
Dear Questrade,
This is the 3rd margin call you have sent me. You don’t seem to understand what a margin call is or it’s another tactic to delay wiring my money to my bank account as requested some 7 days ago.
I didn’t buy any stocks on margin in my account, nor do I have any stocks in this account. I do have about $10,700.00 in cash in my account.
You state that serving your clients is your top priority, that does not seem to apply in my case.
I urgently need this money. *** *** ******* ** * *** ** ****** *** ********
Why are you not wring my money as requested?
Below is a detailed explanation what a margin account is:
“As discussed in Meeting the requirements for margin trading, ***** Rule 4210 requires that you maintain a minimum of 25% equity in your margin account at all times. In practice, however, most brokerage firms have stricter requirements that demand you maintain at least 30% equity—and in some cases—significantly more. These equity requirements can change at any time, particularly during periods of extreme market volatility. Therefore, it's important to remain vigilant at all times by closely monitoring the equity levels in your margin account.
When using stock that you own as collateral for a margin loan, the value of your collateral fluctuates as the stock price rises or falls. But your margin loan balance remains the same or grows larger as monthly interest accrues. If the equity in your account falls below your broker's required minimum, your account will be issued a margin call”ThanksCustomer Answer
Date: 15/05/2024
I got the bulk of my money back from Questrade because of your efforts. I should have contacted BBB before opening an account with them. You’re never to old to learn.Initial Complaint
Date:15/01/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have made multiple attempts to withdraw the funds from our trading acct. and we cannot actually get a straight answer from anyone at Questrade as to what the issue is, we wait for over an hour just trying to get through to Customer support and then they say they have to look into it and have someone call us back at no point do we actually get a call back, we have attempted to get a an over three days (3 days have been wasted) we got through to a Supervisor for Customer support today after waiting for 2hours and 4 minutes to be told the same think someone will look into our accts and get back to us. At this point we feel they are holding our money *******!Customer Answer
Date: 09/02/2024
Good morning, we got everything resolved with Questrade, we had to go down physically to the office spent an entire day to get it all fixed! The unfortunate part is none of the departments communicate with one another, we went in for our funds, asked to close our accts with them which was completed! A few hours later we receive a call from their leadership team asking us to withdraw our funds and close the acct. I had to advise her that was completed! We then get another call yesterday actually from another department asking how they can assist us in setting up our acct. again I had to advise that person we had closed our accts. And are no longer with Questrade.
***** *******, BrokerInitial Complaint
Date:27/12/2023
Type:Customer Service IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When I first opened my trading accounts with Questrade I spoke to a clearly knowledgeable person and therefore I trusted them but as soon as you fund them, that nor any other knowledgeable agent is ever available. I was just speaking to an agent named Gokay about my FHSA and the agent did not understand these accounts AT ALL and when faced with this, instead of getting a manager to answer my important question or assist her, she chose to end the call. Is this how Questrade does business?? I really want to complete response and also to know how they will assure me this will be resolved internally and NEVER HAPPEN AGAIN.Initial Complaint
Date:08/08/2023
Type:Order IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened an RESP account *** ** ******** in 2018 with Questrade.
At that time, Questrade was promoting that they were taking care of applying for the QESI grant from Revenu Québec each year. Early July 2023, I realized that there was never a QESI deposit in the account since it's openning ($250 per year, $1250 total). I have contacted Questrade customer service several times, and I am told each time that the grant should be deposited in the next few days, but as of today this is not the case.Initial Complaint
Date:06/04/2023
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a soon to be (not soon enough) ex-Questrade customer. I called in to Questrade on Apr 3, 2023 to inquire about an email that was sent me to me re: liquidating my positions and the associated fees. I called in to inquire about this and get more information. I was given specific information by the Questrade team - I would have 2 more days (until Apr 6th, 2023) to make self-directed trade orders on my account and not incur any trading desk fees. Questrade then decided to go ahead and place trade orders themselves the next morning and charge me $45 per trade (6 trades total) and charge me $270 for this!!
I have EMAIL CONFIRMATION from Questrade telling me I will be able to perform this action myself until April 6th and that I would not be charged any fees. As soon as I noticed that the trades were placed on the morning of April 5th I called in to make sure they would not be charging me, yet I was told that I have been charged. I have called in over 5 times and I am being told excuse after excuse. The best they could offer me was to refund 3 of the trade fees ($135). This is unacceptable, unjust and plain *********.
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