Consumer complaint received 2025-02-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: ROBINHOOD MARKETS INC.
State: GA

Complaint narrative:
Robinhood states that i requested my account be closed, I asked them to provide me proof as i have never in all my years of using this platform requested an account closure. more so they also state that they returned my funds ( {$1200.00} ) which to my knowledge was never done. I recently regained access to my XXXX account after months of going back and forth with XXXX to my suprise the account had {$3.00} in there not the {$1200.00} they indicated that they retunred. 

based off this case XXXX, XXXX  as a company LIED and an gave CFPB false informtion. Now they are telling me they will close my account on XX/XX/XXXX with out returning my funds of {$1200.00} once again I provided XXXX with ALL documentaion they requested 3 seperate times, they chose to delay the proccess in order to waste time and not honor the refund. In all my years of using the XXXX platform please ask them how many disputes have i ever made? now that my accuont was comprimised they now dont want to acknowldge the fact that i have been a customer for XXXX years. 

i emailed robinhood repeatedly on finding a solution and they did nothing. now im loosing hard earned money ( {$1200.00} ) and they are closing my account XX/XX/XXXX here is an insert from the email chain with XXXX XXXX XX/XX/XXXX, as reports of unauthorized transactions continued, additional cases were opened under case numbers XXXX, XXXX, and XXXX. Our team attempted to reach you by phone and sent voicemails and emails requesting verification documents ( ID, selfie, and bank statement ). However, we were unable to establish direct contact. You submitted a dispute for the {$1200.00} deposit on XX/XX/XXXX and after the review was completed the dispute resulted in your favor bringing the {$1200.00} back into your Robinhood account on XX/XX/XXXX. The next day you were able to withdraw your funds back to your debit card. 

if {$1200.00} was returned to me durring this time they stated, I was not able to access my account, i was not able to reset my password i was not able to get in touch with XXXX  and when i finally was able to access my account there was and is currently only {$3.00} in my XXXX account. they did not reach out but i reached out to them multipke times via email since i had no access to the app another instert from email chain On XX/XX/XXXX, further documentation was requested, including an updated ID and bank statements, to support the verification process. At this time, you expressed interest in closing the account due to its compromised status. Our team followed up several times to obtain the necessary documents and clarify any suspicious activity, though responses were limited. 

still had no access to my XXXX account, after already providing documentation well before this point and frustration built up, i told XXXX i needed access to my account to verify they returned the funds ( that they stated they returned back in XXXX ) i emailed they gave my a general response of " still investigating ''

Company response to consumer: Closed with explanation