Dear Sir or Madam,
My name is Aaron Cano Costa, and I am an investor with Estateguru. I am writing to formally submit a complaint regarding the application of inactivity fees to my account without having received any effective prior notification, as required by Estateguru’s Terms & Conditions.
Summary of the issue
According to Estateguru’s policy, a warning email must be sent at least 7 days before applying the inactivity fee, allowing the investor to take action (e.g. logging in).
Estateguru provided internal logs showing that several emails were “sent” automatically between June 2024 and January 2025. However, I never received any of these notifications in my Gmail account (including inbox, spam, or “Updates” category). I have verified this thoroughly.
Despite this, Estateguru proceeded to charge inactivity fees to my account and refused to issue a refund, claiming that sending the email is sufficient under their terms, regardless of whether it was actually received.
Actions taken
I contacted Estateguru support multiple times.
I provided proof that I never received any notifications.
Estateguru confirmed that the process is automatic and that they cannot control users’ mailboxes.
I requested a refund based on lack of effective communication, which was denied.
Their final response (October 2025) stated that they “acted in accordance with their procedures” and that no refund will be made.
My position
I believe this practice is unfair and non-transparent, as Estateguru considers the technical act of “sending” an email sufficient proof of notice, without ensuring that the user is actually informed. This contradicts the spirit of fair treatment of clients and effective communication standards expected from a licensed financial platform.
Requested resolution
Full refund of the inactivity fees charged to my account.
An investigation into Estateguru’s notification procedures.
A recommendation for Estateguru to ensure effective delivery of critical notices before applying financial penalties to investors.
Attachments
Email correspondence with Estateguru
Screenshots showing absence of notification emails
Extract from Estateguru’s Terms & Conditions (inactivity fee section)
Estateguru’s internal email log extract
Thank you very much for your attention and for protecting investor rights within the European financial system.
Yours sincerely,
Aaron Cano Costa
