Consumer complaint received 2023-12-29
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: ROBINHOOD MARKETS INC. (TX)

I was a victim of identity theft in early XXXX. One thing that the thieves hit was my Robinhood account. They used access to my XXXX  XXXX XXXX account to take out a cash advance. They then deposited money into my robinhood account from my XXXX XXXXXXXX XXXX account, sold all of my positions on robinhod, and transferred money out of my Robinhood accountinto an unknown XXXX  account ending in XXXX. 

I started a fraud claim with both XXXX  and XXXX. Within my XXXX  XXXX XXXX account, the fraudulent advance into my checking was made, then deposited into Robinhood. XXXX XXXX  XXXX initially gave me temporary credit for the advance, but then did not include it in the claim resolution, Robinhood has been incredibly opaque and fragmented in the process of seeking support. I've been bounced from one support tech to another with none of them able to give me information other than that the claim has been escalated and the support ticket number. I finally received an email from Robinhood stating that " we did not detect any other additional corrections to be made on your account ''. 
they reversed one transactionalready, why can't they reverse this withdrawal? 

Specific dates and transactions : XX/XX/23 fraudulent advance from my XXXX  credit card ending in XXXX to my checking account {$3000.00} ( + {$150.00} transaction fee ) XX/XX/23 thieves used my Robinhood account to sell off all of my held positions, converting them into available balance in my brokerage account. 

XX/XX/23 The thieves fraudulently opened a support chat with Robinhood, asking why their attempts to withdraw money were not immediately taking effect. I'm attaching screenshots of this chat to the uploaded documents. 

somewhere between XX/XX/23 and XX/XX/23 Thieves opened a new debit card on my XXXX XXXXXXXX XXXX account, XXXX ending in XXXX somewhere between XX/XX/23 and XX/XX/23 fraudulent transfer from my checking account into my Robinhood brokerage account using the new XXXX ending in XXXX {$3000.00} somewhere between XX/XX/23 and XX/XX/23 fraudulent transfer from my Robinhood brokerage account into an unknown XXXX ending in XXXX {$5400.00} ( with an associated fee of {$82.00} = {$5500.00} ) -- -- this is the transactionIhave been trying to get reversed! 

XX/XX/23 I filed a police report with the XXXX XXXX Police Department XX/XX/23 I initiated the fraud claim with Robinhood. most of the correspondence was over the phone, sothey should have recordings of those exchanges. I am attaching the correspondence I received via email to the uploaded documents. 

XX/XX/23 I filed fraud reports with the XXXX major credit agencies XX/XX/23 XXXX  XXXX XXXX decided that theywere unable to repay the {$3000.00} transfer, and reinstated the {$3000.00} debt on the card ending in XXXX XX/XX/23 Robinhood flattened my brokerage account sending all remaining funds into my XXXX XXXX XXXX checking account. This set my Robinhood brokerage balance to {$0.00} XX/XX/23 XXXX XXXXXXXX XXXX reversed the {$3000.00} transfer to Robinhood. Robinhood deducted this from my brokerage account resulting in a - {$3000.00} balance. This reversal is marked retroactively on the robinhood site 's transaction history as being a reversal of the deposit on XX/XX/23. -- on the XXXX  XXXX XXXX account, this evened out the balances to XXXX, but it created a negative balance on the Robinhood account, so the {$3000.00} is still lost in addition to all of my investments on Robinhood. 

XX/XX/23 I had been continuing to follow up with Robinhood, and they had been continuing to do nothing. I talked to a support tech, via Phone, between XXXX and XXXX days prior, and they assured me that they escalated the issue to the proper people. On the XXXX I received a simple email stating that they " did not detectdid not detect any other additional corrections to be made ''.