Saxo Group - Saxo Nederland Reviews 

When the Saxotrader Pro was introduced we, the customers, were told it is a Stand Alone Trader !
The trader is very poor compared to other platforms.
I do not like the Saxotrader Pro, because it is a webtrader. It is uncomfortable and slow reacting on inputs.
I cannot draw any figure i like !
I cannot place orders from the chart ! I cannot move limits by adjusting lines !
I cannot work with the platform if the internetconnection isn`t available !

Thank you Trustpilot for this platform, because thanks to the negative review, someone from SAXO wrote me an email. Wow, their first email response since May 2023. After five months of trying to contact them!

However unfortunately nothing is resolved, and I still have a frozen account for no good reason.

I wish SAXO to contact me so that I can close my account as soon as possible. This has been the most shocking customer service I have ever experienced. I have wasted hours of my time checking and rechecking my information, and dealing with various automated emails, rereading the FAQs, going back onto the platform to see if something has changed. But nothing, no change.

I just get automated emails asking for more information.

Incidentally I opened this account with Binck Bank, which was 100%, until SAXO took over and treated customers like numbers, with only automated replies and chatbots, and leaving message like 'you can contact us on x'.

Due to a miscommunication I made a mistake. Saxo did fix it!! Thanks.

Pradul has been a great help! Because of his adequate handling the account of our daughter was opened in a wink. He even called to make sure we got all the right info and e-mails.

We traded with Saxo for years until we were acutely told to stop our account because of our moving from one country to another. This became an incredibly inefficient, lengthy and painful process, during which we received frequently totally conflicting information as well as frequently no response at all to questions and formal complaints. Departments don't talk together, don't remember pending issues, and don't care about the customer. Never ever again.

From my previous complaints nothing has been solved except that they know my gender now. This time the problem is that totally unannounced I can not log in anymore without a SMScode. Very inconvenient if your phone is switched of or not with you. More difficult to log in, but the log out is a problem too as you need to scroll through the menu, which if you are in a hurry (someone behind you suddenly that should not be aware of your financial status) is not convenient and even potential dangerous. By one click, maximum two it should be possible to log off from any screen.

Speedy response to request for a chat, and rather than keeping me hanging on, I was told that they would look into the issue and get back to me tomorrow, once my contact had discussed this with a colleague

Professional support and feedback on the issue

Very friendly and accurate. On spot and direct support.

- On 22nd April 2023, I reached out seeking resolution of a technical glitch preventing activation of Securities Lending . As of 27th May, the functionality is not activated.
- The customer service representatives simply ignore communications and fail to respond with updates despite initial promises. This is a pretty basic service offering and yet they can't get it right or even feign interest in doing so.
- Previous similar long drawn out episodes regarding the incorrect application of costs to my account. I have now initiated process of account transfer.
- Saxo has diabolically bad customer service and exhibits supreme contempt for their client base. Lets see if they even respond to this....
UPDATE 30th May: No formal response/update provided. No call from team leader despite promises today after I called. To date, 4 customer service reps involved and each has failed to resolve or even explain issue. After a week, I am ghosted by each one. Becoming comical...
UPDATE 31st May: No call. No response. No resolution. So have sought to elevate to Mr. Bastiaan Penterman, Head of Client Services Mid-European Region Saxo Bank. Let's see if he calls.
UPDATE 1st June: Following the intervention of Bashir and Mr. Penterman, the issue now appears to be under control and resolution should occur in short order. It seems that processes are now being reviewed to prevent re-occurence of similar issues in the future. So - grateful to management for listening and seeking solution in a proactive manner.

Exceptional long waiting time, had to wait for 24 minutes before speaking to contributor Saxobank, Bashir, from customer service. I think that even on busy market days this is something not of this time anymore..! But after that everything went pretty smoothly . Bashir is very knowledgeable and polite on the phone. I had some questions regarding a corporate action, regarding a stock split and three choices to make. Bashir pointed me in the right direction with this. This was then finaly a very positive experience with Saxobank.

I was supprted in English and was able to re establish my accunt because of the technical expertise of the support officer . Therefore considerable added value and very sympathetic service. I am extremely pleased with the professional and kind help. the officers name was Arpidhy.

I've used the great SaxoTrader app since 2018 and so far there's little update damage done to user experience. This overall experience has nothing to do with below "date of experience" "I'm pissed" metric. I'm a very basic and timid trader/dumb money investor and use only a tiny sliver of the services on offer. I don't rate it 5 stars because one reasonable request I sent to customer service was never replied to.

Saxo Bank kept distrurbing me about the ID papers which I had submitted to them, where I strictly followed the recommendations by my government. I was threatened with interruption or downgrading of their service. I will terminate my account immediatley in case such will appear.

advice for those considering saxo: look at reviews at saxobank.se , saxobank.nl , saxobank.fr

in answer to remark of elena of saxo: when i go to saxobank.nl in my browser I am redirected to home.saxo, so the website of the saxo group (see the trustpilot.com page of saxo). Can you explain here the connection between saxobank.nl and the saxo group? Thank you.

My Binck-account got automatically transferred to the Saxo platform. Unhappy with the functionality and the products provided by this platform, I decided early january to transfer to another broker. The servicedesk was unavailable, a ticket request got an automated response, stating it would take several weeks to respond.
Having transferred my portfolio by myself, still awaiting closure and compensation for my transaction costs, I finally managed to get through to the service desk by chatbot. Only to be told my ticket got lost, and I could forget about compensation, as I had not awaited action from the service desk to transfer my portfolio.

Last year, SaxoBank acquired BinckBank & migrated everyone to their product offerings in November.

Since then, it's been an unmitigated disaster--every communicated deadline on technical parts of the migration has not been met.

Worse still, Saxo has yet to provide the (obligatory) annual tax overview for people with retirement accounts. First this was supposed to be "Middle of February". Then it was "By the end of the first week in March. Now we're quickly approaching "Middle of March", and customer service is saying that they can't guarantee that it'll be available.

You feel bad for the customer service representatives, who appear to be stuck propping up a company whose management did not do any adequate change management planning.

If the migration from BinckBank to SaxoBank makes it "extremely difficult" to generate correct tax reporting forms, why didn't they wait until January 2nd to do the migration? That could have given a whole year to figure this out instead of holding up everyone's tax returns.

Edit: The "before middle of March" timeline they communicated has come and gone. Customer service is now saying "before the end of the week" (March 19th)

Edit 2: Got an email today (March 16th) that the tax statement is available to download. Going to the website, it just says "No report available for the selected year".

Edit 3: Customer service now says that the tax statement is available, despite the website very clearly saying that it isn’t. No response yet to the screenshot saying that’s the case.

Edit 4: Customer Service corrected their statement and says it’ll take *at least* another two weeks for anyone with a retirement account. This is appallingly bad.

“Sorry for the inconvenience” doesn’t cut it when you’re stringing customers for weeks during tax season.

Edit 5: It's now April 1st. Despite assurances by Customer Support & the person commenting on this review, the Jaaroverzicht is *still* not available.

Edit 6: Customer support claims it'll be available tomorrow (April 2nd).

Edit 7: If you're reading this, it shouldn't be a surprise that it's now April 2nd, and the overview still isn't available.

Edit 8: Customer service has now given up on a time estimate, it's just "as soon as possible".

Quality platform and products. I would like to have more choices to buy same tickers registered in different exchanges.
Fees are too high though, I would bring more of my portfolio if they were not as high

Very bad service and dodgy charges. Chats that are closed without any answers. This is what they call a legal scam