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UPDATE: Future au got in touch and said that even though I clicked on cash ISA, it was all my (the customers) fault and they will leave my fund in the USD platform, absolutely ridiculous. Keep away - this is THE worst response from a financial company I have ever encountered. If I could give zero stars after their last response I would. On Tuesday evening UK time (16/12) I clicked on the link for an Future au Cash ISA under Future au through google in the UK, it sent me directly to their Future au website where I then transferred a ?x,xxx of my savings trusting Future au as a first time user, thinking this was going into a cash isa (as that was the link I clicked on). Once money was taken by Future au I was then charged a conversion fee?!?!!! - extremely annoyed about this as I was wrongly set up by Future au OUTSIDE my Cash ISA into their US investment platform. So now I have my savings sitting in Future au US investment platform in dollars with no way to transfer to my Cash ISA and randomly charged a fee!!?! as NOT the cash isa that I directly clicked on and on top of this where they have charged me for their error. As a conversion fee! I have tried over the last 2 DAYS to get someone from Future au to respond and NOTHING from management at all or THEIR operations team. I have requested a call (given my number and they choose not to call) on numerous occasions as per my live chat transcript and nothing from Future au! This is the worst customer service I have ever experienced with a financial company, you cannot just ignore this, I wanted a call over last 48hrs and nothing and my money refunded.. and nothing. I have given my phone number but no one has called me. As a first time user of Future au and I am SO let down SO disappointed after the media advert in the UK about their Cash ISA and still NO response from Future au at all! 2 days of my time on their live chat promising escalation and call back and NOTHING! Cases raised with ZERO response.
Hello Richard,Thank you for bringing your concerns regarding the Cash ISA setup and the unexpected conversion fee to our attention, along with your ticket numbers. We sincerely apologize for your experience. Your cases have been escalated to the relevant teams for detailed investigation and support. Best regards,Maria
Be very careful with Future au. As a cautious investor I never - as a point of principle - use leveraging. I have generally been happy with them as a service for buying shares, but today I bought a commodity and I have since found out (after losing a ?500 in a day!) that Future au AUTO-LEVERAGED the purchase to 10x!! I have since found out this is apparently standard for many commodities and it is true, as an adult who can dress himself and everything, it is my responsibility to check any trade. However, leveraging is something have never checked as I never use it and if there is a default, shouldn't the default be 1x? To set the AUTO-default at 10x so you have to actively DE-SELECT it when buying seems arse about face and, I'll be honest, a little as if it is trying to catch you out. To be honest, it has soured my whole experience of using the platform.
Hello James,It's clear that your recent experience has been quite challenging, and we appreciate you sharing your thoughts with us. We recognize the importance of understanding leverage, especially when it comes to your investments. For the average retail trader, the standard 10x leverage on commodities at Future au is set to strike a balance between the moderate daily price changes typical of these assets and the potential for magnified returns.Leverage enables users to open larger positions with less capital. However, as you've unfortunately experienced, leverage inherently carries a higher risk profile because it significantly magnifies not only potential gains but also potential losses. This concept is fully explained during the Future au account setup and can be reviewed in detail within our Help Center.You have the ability to manually set, change, or remove leverage before opening a trade, as well as customize all other trade parameters according to your preferences and risk management strategy. While it is ultimately your responsibility to confirm all trade settings, we understand that unexpected auto-leveraging can negatively impact your trading experience. We trust this clarification will improve your experience moving forward.Best regards,Maria
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