Consumer complaint received 2026-05-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: ROBINHOOD MARKETS INC.
State: NJ

Complaint narrative:
I opened a XXXXXXXX XXXX account with Robinhood on XX/XX/year>. On XX/XX/year>, I received an invitation email for Robinhood Banking. When I opened the email, it displayed an overview of my account information, including my name, date of birth, email address, and Social Security number. At that point, I discovered that the information on the account was incorrect : the account contained my name, but my mothers date of birth and Social Security number. I immediately contacted Robinhood Support to report the issue and ask how this could have occurred and how it could be corrected. Robinhood Support informed me that there was a possibility the information had been pulled from my linked bank account. They instructed me to contact my bank to verify that my information was accurate. I contacted XXXX XXXX, and the bank confirmed that my account contains my correct Social Security number and date of birth. XXXX XXXX also stated they would be willing to participate in a call with Robinhood to help resolve the issue. I relayed this information back to Robinhood Support, and they stated that they would conduct an internal investigation. Around XX/XX/year>, I received a phone call from Robinhood Support during work hours. During the call, I was asked questions regarding when the account was created and what information I entered during the signup process. At the conclusion of the call, I was informed that Robinhood would follow up with next steps via email. A few hours later, I received an email notifying me that my account had been shut down and that all funds would need to be transferred or liquidated within 60 days. Following this notice, I made numerous attempts to contact Robinhood Support via email, but repeatedly received automated responses explaining how to transfer my XXXX IRA rather than addressing the underlying issue involving the incorrect Social Security number and date of birth. On XX/XX/year>, I attempted to transfer my XXXXXXXX XXXX to XXXX XXXX based on Robinhood Supports recommendation. XXXX informed me that the transfer could not be completed because the Social Security number associated with the account did not match my identity. XXXX representatives also stated that Robinhood should not have been able to approve the account in the first place because the account holders legal name, Social Security number, and date of birth are required to match. Additionally, XXXX informed me that Robinhood should be able to correct the Social Security number if both parties were available to verify the information. After some time, Robinhood considered its internal investigation concluded, after which my email communications were effectively cut off. I was also unable to contact support through the Robinhood app because my account status was marked as shut down. Because I could no longer access support through my original account, I was forced to create a new Robinhood account solely to regain access to customer support. Even then, I first had to navigate Robinhoods automated AI support system before I was finally connected to a live representative. Once connected, I explained the entire situation again and was told the matter would be escalated internally. However, on XX/XX/year>, I received another automated response that did not address the actual issue. I replied once more explaining the situation in detail and was informed that the matter would be escalated again. On XX/XX/year>, I received a response from Robinhood Support stating that due to the current status of my account, they would be unable to update the Social Security number on file. Robinhood further stated that because of the mismatched Social Security number, I would not be able to use the Automated Customer Account Transfer Service ( ACAT ) to transfer the IRA to another brokerage. Robinhood advised that my only option would be to liquidate the account and withdraw the funds, acknowledging that doing so could result in taxes and penalties. I responded explaining that I can not liquidate the account because the taxes and penalties associated with the withdrawal could improperly impact my mother, whose Social Security number and date of birth are incorrectly tied to the account. My mother never authorized the use of her information for the creation of this XXXXXXXX XXXX account. At this point, I believe this situation reflects a serious failure in Robinhoods identity verification and account approval procedures. I am requesting assistance because Robinhood has failed to properly correct the account information, has restricted my ability to transfer the account, and is effectively requiring me to liquidate a retirement account that was approved using another individuals Social Security number and date of birth.

Company response to consumer: Closed with explanation