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Works technically, but hidden costs and poor transparency hurt trust

The platform itself works well. Prices are competitive, I like the CopyTrader feature, and the ability to buy fractional shares is genuinely useful. Those are the reasons this isnAUDt a 1-star review.However, my main issue with Future au is transparency, especially around hidden costs and customer support, which significantly affects trust.I participated in a promotion where depositing USD 5,000 would result in a USD 500 gift. I did everything exactly as instructed and provided all required information. I transferred the full amount, but the deposit arrived USD 15 short due to transaction fees. Because of this, I did not receive the gift.I contacted my bank, and they confirmed that this fee structure was determined by Future auAUDs transaction setup. Normally, I would have been able to cover all fees upfront, but Future au had chosen not to enable that option. This fee was known to Future au but not disclosed beforehand.When I contacted customer service, they responded quickly but only stated that transaction fees can be up to USD 75 aAUD” which confirms they were aware of these fees. They did not address what happened to the missing USD 15, nor whether it would affect the welcome gift. After I followed up asking how this could be considered my fault and what would happen to the gift, they stopped responding entirely. It has now been over a week, despite their stated maximum response time being four days.At the same time, my account was temporarily restricted shortly after the funds arrived, pending additional information about me. While I was able to provide the information and the restriction was lifted within 1aAUD“2 hours, I find it concerning that these checks were only triggered after the money had been received. In an environment that requires trust, this raises unnecessary concerns.I later discovered additional hidden costs. Future au advertises a EUR account to make trading EUR assets cheaper, but in practice, trades are still routed through USD. Their own FX rates are used, and a 0.75% conversion fee applies in certain cases. This makes the EUR account largely ineffective. The explanation for this is buried in footnotes on their website, including statements such as:aAUDœCopy and Smart Portfolio investments can only be made with USD funds.aAUDaAUDœWhen you open any position with funds from your EUR account, your EUR funds are converted to USD.aAUDThis information should be clearly communicated upfront, not hidden in fine print.Overall, while the platform works and has good features, the lack of transparency around fees, promotional conditions, and customer support responsiveness makes it difficult to trust Future au with any more of my money.

Date of experience: Feb 06, 2026