DAVID S.
Posted
Stay away from this company
Stay away from this company. You will waste your time and money! The worst customer service experience I have ever had! This guy Brad is very unprofessional and lacks communication skills. He does not have time for your questions and concerns. We are dealing with Money here. So, it is imperative that customers get proper installations and training on how to operate the system. I am paying a fee for the service. You will Not get it here.
Response from Spy Money, LLC· Aug 25, 2026
David, I am the person who made the decision to cancel your account, and I also refunded 100% of your payment. I want to explain why I made that decision. When you sign up for Spy Money, the terms clearly explain that the initial setup is the customer's responsibility. I do not remotely log into customers' computers and set up their systems for them. This is explained before payment, and an automated email is sent immediately after signup with detailed, step-by-step setup instructions. Shortly after leasing Spy Money, you submitted a support ticket asking me to set up your system before following the instructions that had already been sent to you. I provided the 26 setup steps again through the support ticket and explained that following those steps would resolve the issue. After 14 additional support tickets concerning the same setup process, I seriously considered cancelling your subscription. However, I chose not to do so because I understand that people learn at different speeds, and I try to work with customers whenever possible. The vast majority of our users are able to follow the setup instructions without needing extensive support. You subsequently submitted another ticket asking about bot settings. The instructions specifically state to use the default settings and simply enter your account and instrument. Again, I answered the question, even though the information was already provided in the instructions. You then submitted another ticket asking which trading session to use and requested phone technical support. We also discuss these topics and support questions in Discord, where I regularly provide group assistance and training. The biggest issue for me was the repeated violation of the support rules. Our rules specifically state not to DM or email me directly with support questions. Despite that, you began sending me Discord DMs to tell me that you had submitted a support ticket. On several occasions, you posted in Discord that you had submitted a ticket within approximately two minutes of submitting it. This created an unnecessary escalation of the support process. There was also a specific instruction stating that the Quantower lease must be purchased through the Spy Money platform or it will not work. This is clearly identified as Step #9. Once again, that instruction was not followed. Ultimately, the issue was not that support was unavailable. The issue was that the provided instructions were repeatedly not followed, resulting in an unusually large number of support requests for a process that most customers complete without assistance. Spy Money provides group training, support, instructions, and ongoing assistance. I am always willing to answer questions about the strategies, trading, or anything that may not have been covered in training. However, I cannot provide one-on-one, step-by-step hand-holding throughout the entire setup and trading process. Based on my experience, when someone has this much difficulty following the basic setup instructions, it is generally not a good fit for our trading strategies and support model. In those situations, I believe the fairest solution is to refund the customer rather than continue a relationship that is frustrating for both sides. That is exactly what I did in your case. I cancelled your subscription and refunded 100% of your money. I do not believe I acted unfairly by doing so. If I had cancelled your account and kept your money, I could understand your frustration. Instead, I returned all of your money. I understand that you are upset that your account was cancelled and that you are not permitted to rejoin Spy Money. However, as the owner, I have to make decisions based on what is best for the company, our support system, and our existing customers. I wish you the best in your trading and hope you find a platform and trading service that is a better fit for your needs. Brad Spy Money LLC