Consumer complaint received 2025-01-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: ROBINHOOD MARKETS INC.
State: VA

Complaint narrative:
I am writing to file a formal complaint against Robinhood for the unjust restriction of my account, lack of support in resolving my case, and the severe financial and emotional distress caused by their actions. Despite multiple attempts to resolve this issue, I have been unable to access my funds for nearly a month, which is causing significant financial hardship and as someone who is currently undergoing treatment for XXXX XXXXXXXX, this is not a situation I have the time or money to deal with. I have been in line for a call back for over XXXX hours and this is the XXXX time I've been in this line. 

Below is a detailed timeline of the events leading to my complaint : XX/XX/XXXX, XXXXXXXX XXXX I contacted Robinhood to report a scam involving the transfer of a substantial amount of XXXX. I provided all relevant transaction details and requested their assistance in identifying the scammer and recovering my funds. 

XX/XX/XXXX, XXXXXXXX XXXX  Robinhood requested my personal information ( name, SSN, phone number, birthday ) for identity verification. I immediately submitted the required details on XX/XX/XXXXXXXX XXXX XXXX 

XX/XX/XXXX, XXXXXXXX XXXX I followed up with Robinhood, seeking an update on the progress of my case. 

XX/XX/XXXX, XXXXXXXX XXXX Robinhood requested additional transaction details, which I submitted the following day at XXXXXXXX XXXX  on XX/XX/XXXX. 

XX/XX/XXXX, XXXXXXXX XXXX  Robinhood acknowledged receipt of my information and stated that they were reviewing my case, indicating they would reach out if further details were required. 

XX/XX/XXXX, XXXXXXXX XXXX I discovered that my account had been restricted, and I immediately contacted Robinhood for clarification. Unfortunately, I received no satisfactory response. 

XX/XX/XXXX, XXXX XXXX After my account remained restricted for an entire day, Robinhood informed me they were still reviewing my case. 

XX/XX/XXXX Robinhood requested additional documents, including a selfie, which I promptly submitted multiple times. The app confirmed that all requested information had been provided. 

XX/XX/XXXX I entered the call queue for follow-up but received no further communication. 

XX/XX/XXXX I received a return call from Robinhood, but I was out of town and did not recognize the number. This call came over a week after I initially requested follow-up, and I was unable to connect with support after that. 

XX/XX/XXXX I have been waiting for over XXXX hours in the " line for a call '' with no resolution. 

Throughout this process, I made it clear that I was the victim of an AI scam, that I had sent tokens to a scammer, and that I was seeking Robinhoods assistance in identifying the scammer. I never indicated that my account had been compromised ; rather, I was asking for support in investigating the fraudulent transaction and identifying the responsible party. Despite providing detailed transaction information and the scammer 's details, Robinhood chose to focus on verifying my identity rather than investigating the scammer. 

Since XX/XX/XXXX, my account has been restricted without a clear explanation, and I have been unable to access my funds. As a result, the value of my account has continued to decrease, particularly as options have expired. The lack of access to my own funds is severely impacting my financial well-being and is causing ongoing emotional distress. 

Despite multiple emails, complaints on social media, and attempts to escalate the matter, Robinhood has provided no resolution. I continue to be told that my account will be unrestricted once their investigation is completed, but no one has explained why my account is under investigation, rather than focusing on the scammer who defrauded me.

This situation is incredibly distressing, and I urgently request your assistance in resolving this matter and ensuring Robinhood takes immediate action to : Unrestrict my account and provide full access to my funds.

Investigate the scammer and work toward recovering my lost funds.

Provide compensation for the financial hardship and emotional distress caused by this situation.

Respond to my case promptly, with a resolution within XXXX hours. 
I am also reporting this issue to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX the XXXX XXXX XXXX XXXX ( XXXX ), and other relevant regulatory bodies. Additionally, I will be sharing my experience on social media and with news outlets to raise awareness of this issue. 

Thank you for your time and attention to this matter. I hope for a swift resolution and your assistance in holding Robinhood accountable for their lack of action.

Company response to consumer: Closed with explanation