Consumer complaint received 2024-05-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: ROBINHOOD MARKETS INC.
State: VA

Complaint narrative:
I am writing to formally report and seek resolution for several unauthorized transactions and security breaches in my Robinhood account, which have resulted in significant financial losses and distress. Despite multiple attempts to resolve this matter directly with Robinhood, I have encountered considerable difficulties and inadequate responses. 

On XX/XX/year>, I noticed that there were multiple unauthorized orders placed for buying XXXX and XXXX in my Robinhood account between XX/XX/year> and XX/XX/year>. Those cryptos were also transferred out from my Robinhood account to some virtual wallets during this same time period. There was also an unrecognized debit card linked to my account that kept trying to withdraw cash out of my account. In total, there were XXXX unauthorized transactions plus XXXX successful cash withdrawal from my account that were not authorized by me. {$28000.00} cash in my account was used to buy cryptos, {$19000.00} value of those cryptos ( at the time of transfer ) was transferred out of my account into other people 's virtual wallet and {$1000.00} was withdrawn to the debit card that was not recognized by me but linked to my account. I put XXXX cash in Robinhood to earn the 5 % APY interest that Robinhood offered for Robinhood Gold members. I trusted Robinhood for their safety measures, so I put all my savings there and tried to grow it by earning the interest, but my money was just gone while I was not checking my Robinhood account. I did not even activate the XXXX transaction service in the very first place because I have no intention of trading cryptos, so I don't know how Robinhood successfully opened the XXXX account without my authorization and ID. I also have the dual authenticator activated to protect my account, but how someone just bypassed it and even changed my authenticator to another one to log me out of my account. I was so shocked and extremely worried about the safety of the remaining $ XXXX assets in my Robinhood account. 

I immediately contacted Robinhood on XX/XX/year> and thought they would be able to help me protect my assets and get that lost money back. As they always stated they are FDIC insured and claimed " We will cover 100 % of direct losses due to unauthorized account activity that isnt your fault '' as part of their XXXX major commitments. 

When I finally connected with Robinhood customer services after waiting for a long time on the phone line, the representative collected the information I provided and told me he would escalate my case to the review team. He refused to disclose anything he could see in my account from his end and asked me to patiently wait for an update from their review team. In the following days, Robinhood called me several times to ask for the same information again and again ( verify my identification with government ID and selfies, and what platforms did I use to log into the account ), but refused to provide any updates or details for my review. As the account holder, I think I do have the rights to know what is going on with my account and my money. I need to know how Robinhood activated the XXXX trading service with my account without my authorization and ID verification ( there was XXXX customer representative from Robinhood who was kind enough to let me know that someone used a fake ID to pretend that he/she is me and successfully activated the XXXX service with Robinhood ). I need to know how Robinhood would let someone change my dual authenticator without my authorization. I need to know when Robinhood will bring my lost $ XXXX back to me as they promised. 

After anxiously waiting and calling Robinhood for several days, on XX/XX/year>, Robinhood sent me an email stating that my account review is ended and the restriction on my account is lift since they don't think there's any fraudulent activities in my account. I am extremely shocked about this result, as those transactions in my account are very obvious to be unauthorized and fraudulent. Robinhood didn't catch the unauthorized activities at the first place, and now they are claiming everything as authorized to avoid reimbursing me for my loss. That is unacceptable result to me. I requested a call from Robinhood right after I saw the email ( yes, the only way to get connected with Robinhood is by requesting a call in the ap, there's no direct phoneline/chat we can reach them ). Surprisingly, Robinhood hanged up on me when it's my turn for the call. They called me for like 1 seconds and immediately ended the call so I didn't even get a chance to pick up the phone and speak with anyone. I initially thought there might be some technical issues there, so I went back in line for the customer service again. Unfortunately, they didn't even call me when the app showed 'it 's your turn ' this time. After trying to get connect with them several times, I gave up and I noticed they sent me and email right after my first attempt trying to connect with them. The email simply stated that 'no reimbursement will be made on your account '. No details for the review as they promised, and no refund for the money that was stolen from my account as they promised. I've been very cautious about my account safety. I never disclosed my personal information or facilitated a scam, and I activated the duo-authenticator as Robinhood suggested , I didn't even activate crypto trading because I think it's risky and not safe. I did everything I could, but my money with Robinhood is still not protected by them. Robinhood is definitely taking advantage of me as a customer by refusing disclosing information for my own account and now even refused to talk to me. They can simply lock my account to avoid me transferring my remaining assets out to a safe place. I don't have any power to claim the money that belongs to me. Robinhood did not hold the promise they publicly stated on their website to keep customers ' assets safe at the first place, which is not acceptable and misleading to a customer. 

On XX/XX/year>, Robinhood opened another review after lifting the restriction on XX/XX/year> without notifying me like before. I requested a call with them immediately and asked to speak with a supervisor. They told me a supervisor will get in touch with me in XXXX - XXXX hours, but nobody ever got back to me. I requested a call with them again on XX/XX/year>. After someone answered my call and verified my identity, she put me on hold and told me she's going to verify some of my account information. When she came back, she stated that 'your review is ongoing and everything we need from you is up-to-date '. Then, she immediately hang up on me without letting me speak a single word. The handling of my case by Robinhood not only reflects a disregard for customer security and trust but also contradicts their publicly stated commitments. I trust your authority will provide the necessary oversight to address this grievance and ensure such discrepancies are rectified promptly. I request Robinhood be held accountable to open the communication channel with me, and most importantly, keep their promise and reimburse the {$20000.00} that got transferred out of my account.

Company response to consumer: Closed with explanation