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I previously had a data subscription with Kinetick, but dont have an active one now. At the beginning of this month, I was charged AUD $443 to my credit card by Kinetick without reason. I requested they reverse the unauthorised transaction immediately. Although they admitted in a weird and vague way that it should not have been processed and would reverse it, they have not initiated the reversal yet.
After following it up again yesterday, 10 days after the unauthorised transaction, they replied with a curt email telling me that I must continue to wait, see below.
"This will take some time to process. I can confirm that we have already initiated this request. Our billing team processes requests in the order that they are received. "
It seems suspicious to me that the transaction was initiated without an active subscription and after 10 days the billing department hasn't been able to process the requests.
It may just be poor internal processes that caused the mistake and subsequent delay in reversal, but I thought I would ask, is anyone else having issues?
Can you help answer these questions from other members on NexusFi?
Kinetick is horrible.
Just last month I emailed them to cancel my subscription
because the data was 9mins behind. So they werent providing the service I was paying for, live data.
They billed me for another month and THEN sent an email
that they would cancel my sub.
They either don't know what email time stamps are
or they simply don't care and chose to conduct at least
a portion of they're business from the criminal point of
view.
I strongly caution anyone to think twice before rolling with kinetick. They're terrible.
I don't know who they do things in Australia. When a merchant fucks around and makes unauthorized charges. I go through my bank and challenge the charge.
Technically, the data feed from Kinetick is provided by DTN/IQ, which is one of the best feeds available.
I have had a problem once during the last 3 years when one of their servers was down.
The customer invoicing by Kinetick is not as professional as their data feed. Errors are made an corrected. :-)
Highly doubt kinetick data was 9mins behind. The most likely problem was you have a bunch of poorly coded 3rd party addons running in NinjaTrader and it's slowing down NinjaTrader (especially if they're using tick replay setting). I've seen it before in chat room screenshots where the people have dozens of crappy indicators running, sometimes even multiple workspaces open without them realizing it, and it causes the chart to lag behind. There's a reason why NinjaTrader has a disclaimer before installing any 3rd party addon.
Just got a message back from them now. The refund can take up to 4-6 weeks to process they say.
The level of customer service is abhorrent. Messages are short and rude, no accountability is taken for poor processes on their side.
I have provided evidence of the international transaction charges for the transaction and asked if they will refund it in two separate emails, both have been ignored.
Customer services sign off as "Ninjatrader Client Services". It reflects poorly on Ninjatrader.
Hey Fat Tails, Are using DTN/IQ directly or through Kinetick? I experienced nothing but problems with the stability of the connection with Kinetick. As you can see in this thread I started on the Ninjatrade forum, Ninjatrader staff themselves don't expect stability in the feed.
"It is not expected behavior for Kinetick to stay connected overnight in the future."
Doesn't your linked NinjaTrader forum thread say it's a problem with NinjaTrader 7 + Kinetick, and that the disconnection problem is fixed in NinjaTrader 8 + Kinetick.
The sentence right before the quote you took says "This error is typically common with NinjaTrader 7."
Wouldn't be surprised if NT7 was completely sunset in the near future.
Correct, although the issue was Kinetick booting the connection and NT needing to reconnect and failing. I was told it was likely my Wifi so I installed a connection stability reporter, no issues with the connection at the times of disconnection. To be sure, I hard-wired a hard connection to my study, still same issues (multiple computers, multiple properties). Additionally, NT8 experienced exactly the same issue as well, period disconnect, and failure to reconnect. On both platforms, a simple manual disconnect and reconnect always did the trick but this renders 24/7 alert systems useless.
