Consumer complaint received 2025-10-14 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: ROBINHOOD MARKETS INC.
State: MO

Complaint narrative:
Product/Issue Category : Virtual Currency XXXX XXXX XXXX XXXX XXXX Handling Company Name : Robinhood Markets , Inc . 
Incident Date : XX/XX/year> Amount Involved : {$3400.00} ( XXXX on XXXX XXXX ) Complaint Summary On XX/XX/year>, I transferred {$3400.00} worth of XXXX from my XXXX XXXX account to my Robinhood XXXX wallet on the XXXX ( XXXX ) network. 
The transaction finalized successfully on-chain ( verified through XXXX ), showing the funds were delivered to my long-standing Robinhood wallet address. I have screenshots and blockchain proof confirming this. 

For over three years, I used the same XXXX wallet address on Robinhood without issue. However, Robinhood later changed my wallet address without consent or prior notice, citing a new internal policy of rotating addresses per transaction. Because this change occurred after I sent the funds, I have no way to recover them directly. 
Robinhoods support agents repeatedly claimed my funds were lost forever because they do not support XXXX. This is factually incorrect, as Robinhoods wallets on the main app are custodial, meaning they hold the private keys and maintain full control over assets received at those addresses. 

Therefore, the funds are still accessible to Robinhood, as confirmed by XXXX, which shows the balance remains live at the receiving address. 
I spent more than 12 total hours on hold in one day trying to reach Robinhoods phone support without success. Multiple chat agents refused escalation or blockchain investigation over the course of weeks following XX/XX/year>, in addition to false hope and advise from chat agents to " wait on a new administration to get in that is friendlier to crypto to increase the likelihood of Robinhood supporting XXXX ''. I never received a case number or written determination. 

Robinhoods refusal to assist violates several consumer-protection and custodial standards, including : Regulation E ( 12 CFR Part 1005 ) requires custodians and electronic fund transfer providers to investigate and resolve errors or unauthorized transfers promptly and transparently. 


CFPB XXXX XXXX establishes that digital asset custodians holding consumer funds bear responsibility for access, recoverability, and fair error-resolution practices. 


FTC Act Section 5 ( 15 U.S.C. 45 ) prohibits unfair or deceptive practices, such as representing that funds are lost when they remain in the companys custody. 


Consumer Financial Protection Act ( 12 U.S.C. 5531 ) : Providing misleading information ( funds are lost forever ) and withholding a means of recovery when the company controls the keys may qualify as an unfair, deceptive, or abusive act or practice ( XXXX ). 


Custodial Duty/ XXXX XXXX : Since Robinhood retains possession of private keys for customer wallets, they have fiduciary-like custodial responsibility for digital assets. 


Failure to release or return funds under their control may amount to conversion ( unauthorized control over property belonging to another ). 


Failure to Provide Notice of Material Policy Changes : Changing my wallet address structure and recovery process without notice violates basic consumer disclosure standards under federal unfair business practice principles. 

CORRECT ADDRESS : XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation