Consumer complaint received 2025-03-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: ROBINHOOD MARKETS INC.
State: AR

Complaint narrative:
On XX/XX/year> around XXXX I attempted to purchase cryptocurrency ( which I have regularly done via Robinhood for nearly 5 years on this account ), it allowed me to add funds AND make the purchase of the cryptocurrency. I then went to move the cryptocurrency to another XXXX wallet ( I typically do not hold it in XXXX account/wallet, I have seen countless cases of them freezing accounts with thousands of dollars in them for no reasoning at all so I take advantage of their low purchase fees and send it from there ) which again, is the case in 99.99 % of my previous XXXX purchases using their wallet and is not an abnormal transaction. It immediately locked/restricted my account once I tried to send the XXXX off platform, and once I realized it was restricted and no just an error I sold the XXXX ( losing nearly {$100.00} in fees on both transactions ) and tried to withdraw the money from the sell. It would not allow me to withdraw the funds due to this new restriction placed for no given reason. Both forms of moving my money off of their platform had been XXXX, however it allowed me to use their app at full capacity on every aspect as far as buying/selling crypto and stocks, AND would allow me to deposit more money ( I did not ). If I had done something illegal or suspicious, why would I able to use the app in full capacity OTHER than take back my money in which they JUST received legally via my debit card transaction?? Theyre support chat became an endless loop, if you opened support it gave you a clickable TAKE ACTION button for the restriction, saying Your account requires immediate attention. Take the necessary action below. right below the clickable button. If I click on the button, it loads up the exact same page as the original, and starts an endless loop where you click the take action button and it opened a new support tab that, again, had the take action button as the only clickable thing on the page. After spending hours on this app looking for a number to call, a live chat, anything that could possibly give me the information needed to gain access to my money again, I had no luck. Theres no information at all to assist in a case like this on the application. I went off the platform and searched for support phone numbers and finally find a place to call, just to be able to put in a request to call them. After numerous phone calls where they ( a foreign call center which is robinhoods support team ) lost signal during the call I finally spoke to someone there that could make it through the entirety of the call. All these attempts just to inform me that they do not have a reason for the restriction, and they do not have a solution for me. They suggested I wait for an email or call back from a different support member, yet I still havent received a single email or notification from robinhood that my account was restricted. I do not know when it became restricted, and I believe it was done prior to me depositing money into this account. The reason I believe they did not want to notify me so they could get my {$1500.00} and trap it there, where it be inaccessible yet and unmovable, and the only thing possible to do with that trapped money is XXXX XXXX they can profit off of their trading fees. No resolution, no information, no clarity, just stealing with extra steps. I wouldnt expect this type of business if it only dealt with the regulations of a third world country, its appalling they can get away with this in the XXXX.

Company response to consumer: Closed with explanation