Consumer complaint received 2024-11-01
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: ROBINHOOD MARKETS INC. (MO)

I opened my robinhood account a few years ago when I first started trading. On XX/XX/XXXX I deposited {$1000.00} into my robinhood account. I then purchased XXXX XXXX XXXX I attempted to send it to my XXXX XXXX account to XXXX XXXX  options. The transaction failed and my account was flagged. I was told that no action was needed and I would hear back on XX/XX/XXXX. I got a call on my old phone XX/XX/XXXX that I missed from robinhood. The app made it simple to get a call back request and I was speaking with an agent promptly. The agent asked me questions to gain a sense of my activity. I explained that I was XXXX XXXX  That I got my start in XXXX with a small group of friends. She treated me like a criminal and became very rude. I asked if I could witdraw my funds and just close my account. She stated that I could not until after the review. She stated that after I sent my bank documents that I would have access to funds and close account. I requested a supervisor due to how rude became. She stated I would get one and then hung up. I called back and the rep I got this time verified that the request for a supervisor was put in. She stated it took XXXX hours for a call back. I sent my driver license, a selfie, both side profile pictures just like they asked. I did not have a single call until they called XX/XX/XXXX. I missed the first call. This time the app had no request call back option. I went through the help center but that did not help. the first chat agent was not helpful as he just gave general instructions that landed me back in the chat. The second rep gave me a link that just led me back to the chat. The third person dismissed my plea and closed the chat citing the same information as the two previous agents. So I finally took a screenshot of the previous messages for the next chat agent since it was not getting through to them. I had to send the same screenshot 4x to the fourth rep in order for them to comprehend I was doing the steps given and the solution was not there. the app had no option to call back yet all the agents seemed to think it was there. After an hour of trying to get a call back I found an old case number to call in on. If you do not have a case number when you call in, the recording request that you. use the app to request a call back. Once I got through with the case number, I had to wait an additional XXXX hours just for them to ask for more documents and answers. They already had everything, but I sent them the requested documents anyway to try and resolve the delay. I then was told again that this was all I needed to get the account out of restriction. The documents were sent while on the phone and confirmed to be received. After sending the information, I asked why I never got a supervisor call back. I was told that supervisors do not have to call back by that agent. That agent then stated she would put in a new request. I inquired how would I know if it was done or not and she stated it was policy to discuss. I voiced my frustration again with the vagueness and the delaying of the process. they could have easily asked for all the documents the same day and the follow up questions. They are doing just enough to say they are not doing nothing. It has been a week and they still have no resolution for my account. The have proof the funds came from my account. They have proof the funds were deposited by my employer that morning. They have proof that I am who I say I am based on my license and selfies. They have the old bank account statement used when I first opened the account. They have verified me in numerous ways, but still continues to have my funds locked up. Everyday they delay my process, is money I am missing out on. I can not execute trades in the binary, quick options or day trading markets due this inconvenience. This has been delayed long enough.