Consumer complaint received 2024-11-06 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: ROBINHOOD MARKETS INC.
State: MA

Complaint narrative:
The companies involved are Robinhood online banking where I have a XXXX and XXXX where the hackers opened two accounts on my name and sent the money out of my Robinhood account. 

This is what happened : On XX/XX/XXXX my XXXX with Robinhood was hacked and the hackers took all my emergency XXXX That is {$26000.00}. 

On XX/XX/XXXX, I logged into my XXXX  with Robinhood in the morning and a few minutes later I got a notification from the app saying a withdrawal had been made. I tried right away to log back into my account and couldnt log in anymore. I then went on Robinhood 's website to get the customer service number to call them, and I found out that I couldn't just call them. I had to log into the app or website and request a call. Since I could not log in, I sent Robinhood an email that is on their website on that same day on XX/XX/XXXX ( I have that email that proves that I tried to be in touch as soon as something was not right on my XXXX ). Fast forward a week I was able to meet with a friend that has a Robinhood account and requested a call to my cell phone number. That was on XX/XX/XXXX. I give Robinhood that. They did call me back and the customer service did help me log back into my account. While on the phone with Robinhood, I noticed 3 transactions out of my account that were still pending and told the Robinhood representative not to let the transfers go through because it was not me making the transactions and said that my account had been hacked and the two new cards on the account weren't mine. The name on the cards where the transfers went wasnt even on my proper full name. 

The person helping me over the phone said someone from CA using an XXXX  was making the transactions out of my account when I am in MA and only use XXXX  products. I have a history of only using this account with Robinhood to put money in and not to take money out and always with the same debit card of mine from XXXX XXXX. I finished the call and the person helping me said they would put a restriction on my account and 1 to 3 business days I would get a call from Robinhood. I did get a call but not from the number on Robinhood website/ app. Of course I didnt talk to the customer service. It says on the web/ app to only take a call or answer emails from the number and email on Robinhood website and the number I got the call from wasn't the number on their website. After a few days I got an email from Robinhood saying they had lifted the restrictions of my account, and I could go back and use my account. But my money was not there since Robinhood did let the transactions go through. 

I tried many times after that to get a call from Robinhood app and was never able to get one. I could chat with someone but not get a call with a representative to try and get in touch with the fraud department. Because I had so many case ID numbers opened, I started to get emails from different representatives from XXXX saying that they had run an investigation on my account ( they said they did it twice ) and there are no assets ( money ) to be given back. 

I have sent out two letters to Robinhood 's office in CA and there is a representative that said she got my mail and said that their response remains the same. I have exchanged a few emails with this person and asked for more information on my account but the only thing I was able to get from the person was a statement of my account which I can see for myself when I log into my XXXX  account. 
- With XXXX, I have sent out two letters as well and never heard back from them. Every time I talk to them it is because I call. When I called, they told me that someone was withdrawing the money out of " my '' account in XXXX. So, they asked for a letter as the website XXXX requests to send them but have not heard from them since and in the letter has my contact information and still no world from them.

Company response to consumer: Closed with explanation