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Monorail

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/07/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Company has no apparent phone number. Company doesnt respond to messages *** been sending for over two months. As a result, *** requested a refund. Company refuses to refund, claiming they have. Money still sitting there. Company has blocked me on ******** because I called them out on their shady behavior. I have filed a complaint with the ***. This is a financial firm!!! Buyer beware!!!

    Business Response

    Date: 01/07/2025

    We need to update the information on file. ******** ***** and myself should not be getting these. It needs to be ******* ******* ***********************************

    Customer Answer

    Date: 02/03/2025

     
    Better Business Bureau:

    They did refund me. Still no explanations and very shady as to how it
    happened.

    I am not satisfied for the simple fact that theyve never answered my
    questions and their horrific communication issues are not resolved. This is
    a very shady company and people need to be warned. Do not use them! 

    Sincerely,

    ***** ***

  • Initial Complaint

    Date:11/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 have 65$ in my Monorail Securities portfolio. I signed up with them during a promotional period that has a 3$ month subscription and an initial 13$ deposit which will give you 50$ in 6 months. It has now been over 6 months and I wanted to take this money out of the account. So in total I have probably put in 6*3=24 +13=37$ and want to take out 65$ which is what my "portfolio" has gone too.They will not allow people to withdrawl money. You have to "liquate" your account which takes 3-5 days which i waited multiple times. But nothing ever happens and your money stays stuck. Their is not even a record of when you submit a "liquation". And for somereason I have 20$ of that 65$ shown as liquateded but still cannot get that out at their is an error..Then I try to reach out to customer support, and their is nobody. I have reached out on instagram, their internal support, and email. Their email is now dormant by the way. All of this is just scammish with no one to talk to whatsoever.But all of their systems with taking in money works correctly. If I lose 65$ I can handle it, but I would still like that back with no doubt. But I am scared that people might actually put in their investing account into this platform and lose their hard earned savings.

  • Initial Complaint

    Date:09/04/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 a *************** but I have not recieve information regarding a new account set up. No responses has been made via email, no contact information to contact customer service.

    Business Response

    Date: 09/05/2024

    This is from *******. "****** reached out via our chat, our support agent was able to help her close out her account and refund her money. The problem arose when she opened up a $50 ***************. The national standard is a $30 custodian fee to open this type of account up. When she questioned why I jumped on a call with ******. When she expressed that she wanted to liquidate I explained she would have to transfer her account to another brokerage that once you open up a *************** you cant liquidate it back to your bank account it has to go to a brokerage account. She said she would just dispute all the charges to get her full $50 back."

    Customer Answer

    Date: 09/05/2024

     
    Complaint: 22234637

    I am rejecting this response because: I have tried several days. Leaving messages after messages with no response. I finally received a response after attempting again to in a chat messages. The screen shot was all the messages I received no indication of what they are claiming 

    Sincerely,

    ****** Walk

  • Initial Complaint

    Date:08/07/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    No phone number is available for this organization. I have reached out to their customer support email as instructed ************************************ but that email address is non-existent and messages are undeliverable. I sent two (2) requests to ********************************** to close my account with no response and at this point I believe the services they offer to be fraudulent in nature.

    Business Response

    Date: 09/03/2024

    ***************************** of customer support spoke with the individual and satisfied her request.

  • Initial Complaint

    Date:07/21/2023

    Type:Product Issues
    Status:
    Answered
    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.
    May 28 I tried to login and got a message that my account was suspended.reached out to support which took for ever to get a responce and she ended up giving me her personal cell number called she sent me a for for apex which needs my account number that I dont have reached out multiple times with no responce I only got a response when I reached out to legal aid and they reached out to monorail ***** the customer service representative gave them false information and contact information for apex that was not able to be used.I have all of are correspondence and it shows their lack of willingness and help to get my money back. I honestly dont think this company is legit ***** is the only person I have ever spoken to they have no phone number or people in higher positions to reach out to according to ************ would just like my money back.

    Business Response

    Date: 08/09/2023

    Good Morning, This is ***************************** CEO of Monorail. This has been an ongoing issue with APEX not Monorail. ***** has forwarded all the necessary information to the client regarding Apex to try and help resolve the matter. Again, this is an Apex problem not Monorail. 

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