Consumer complaint received 2023-09-30
Company: ROBINHOOD MARKETS INC.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Robinhood case # XXXX XX/XX/23 " Received XXXX text messages from Robinhood giving me XXXX code numbers. No action on my part generated Robinhood 's sending of these codes. 

I attempted to log in to my Robinhood account, but it was locked. I sent an email to Robinhood Support advising that I was receiving strange texts and that my account was now locked. 

I received a response stating that Robinhood had established a case number ( XXXX ) indicating that they would " '' respond as soon as we can '' ''. 

Later that night ( XXXX XXXX ) I recived a response explaining that " '' in an effort to help protect your account, we've logged you out of your account on all devices and temporarily restricted deposit/withdrawals from your Robinhood account. '' '' They also sent a link persona to establish my identity, but the link was only good for 5 minutes, and I did not read the email until well after the link expired. I did request a new link be sent ( see XX/XX/23 below ). '' XX/XX/23 Robinhood 's action continued with their twice sending XXXX codes. 

XX/XX/23 " One more XXXX code was received from Robinhood. 

By email I requested a new link persona from Robinhood to begin the process of establishing my identity. The link was received, instructions were followed with documents transmitted to Robinhood.

Robinhood responded via email, indicating they had received necessary documents. They stated, " '' Your account is currently locked until completed this investigation. Your account should be actived within XXXX hours. '' '' '' XX/XX/23 XXXX hours came and went. I sent an email to Robinhood Support referencing the case number and asking when my account would be unlicked and activated. 

XX/XX/23 Not having received a response to my XX/XX/23 email, I again sent an email to Robinhood Support referencing the case number and asking when they were going to unlock my account. 

XX/XX/23 Still no reply from Robinhood Support. I sent an email asking why no response. 

XX/XX/23 Still no reply from Robinhood Support. I sent an email advising them that if they did not respond by XXXX XXXX  ( XXXX ), I would be preparing a complaint to file with the Consumer Financial Protection Bureau. 

XX/XX/23 Received phone contact from Robinhood Customer Trust and Safety Support. The Robinhood representative wanted to discuss a case number of which I had no knowledge ( XXXX ), and didn't seem to be at all dealing with my account. When I stated that was different than my previously assigned case number ( XXXX ), I was told that XXXX had been closed a week earlier. Since I had been locked out of my account since XX/XX/23, I asked to know the account asset value. I was told the representative did not have that information. The representative informed that she would submit my case to the investigative personnel - we seemed to be starting the entire process over, eleven days after my account was first locked. 

XX/XX/23 " Robinhood Support finally responded via email apologizing for the delay because of " '' high volume of cases in our system '' ''. They asked me again to verify my identity " '' in order to resolve your case as quickly as we can. '' '' I completed the verification process and documents were once again sent to and received by Robinhood Support. Later that day I advised them that they had best hurry the process or I would proceed with filing a Federal complaint. '' XX/XX/23 With no further response from Robinhood Support, and my account still locked, I informed them that I was proceeding with the complaint filing to the CFPB.

Company response to consumer: Closed with explanation