Consumer complaint received 2024-12-17 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:
On XX/XX/year> I created a Robinhood account and enabled it to be used with crypto. On the same day I connected my personal checking amount and transferred {$700.00} into my fidelity account. I tried moving the money to another crypto walled but it wouldn't let me because my XXXX  was still processing, which makes sense. However, two days later on XX/XX/XXXX I get an email saying my account has been restricted and that I need to upload photos of my government ID, live selfie photos, and a PDF of my bank statement. When I clicked verify documents on the email it sent me to the general support page and there was no place I could upload my documents. Over the next two weeks I received 3 calls from Robinhood at random times throughout the day. The first two I could not answer as they called during working hours on a workday and I was not available. The last call I answered and I waited for around an hour with no response from any agents. While I was waiting on the phone, the Robinhood app finally showed a " verify documents '' button so I clicked it and I submitted the required selfie, ID, and bank PDF. The app said my documents were received and that they would get back to be in a couple of days. I hung up the phone after waiting for an hour. I never got any response from my submission of the documents. Over the following two weeks I tried to contact support through the app and the website by clicking the " take action '' button below the notification that says " there are restrictions on your account. '' After clicking the button the same message " we '' ll reach out on email '' always pops up. The first couple of times I did this, I got an email with a case number and a phone number to call with that case number. When I called that phone number and provided my case number the automated voice would say that my case number couldn't be found. Over and over again I got new emails with new case numbers, I gave those numbers to the automated assistant on the phone, and it would simply say " we can't find your case number '' or " your case number doesn't exist. '' I've continued to click the " take action '' button on my account, but recently I haven't even been getting emails with new case numbers. Yesterday, XX/XX/XXXX, I managed to get on chat with an agent by clicking the support button in the retirement section of Robinhood since there was no other option for me to chat with an agent on my support page. The agent tells me that they opened a case number for me and that I would receive an email regarding the situation soon. I have still yet to receive the email and when I tried to call the same support line I always do ( XXXX XXXX XXXX ) with the new case number I get the same response denying the existence of my case. Additionally, throughout this entire process there has been a yellow notification on my Robinhood front page that says " We tried to call you on XX/XX/year>. Request a call to resolve your restrictions. '' with a request to call button next to it, but clicking the button doesn't actually take me anywhere or schedule any call. All I want is to understand why my account was restricted and have my account unrestricted so I can access my money freely. It is extremely frustrating that I can't even reach a real support agent on the phone. My money has been stuck in this account for almost a month now and I don't know how I can try to solve it since Robinhood seems to be completely ignoring me. I can't invest the money nor can I move it out of the account to my original bank account.

Company response to consumer: Closed with explanation