Consumer complaint received 2025-08-16 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: IL

Complaint narrative:
On XX/XX/year>, I became a victim of Identity theft. My XXXX checking account, which was a funding source for my Robinhood account, was initially compromised. With access, the fraudster was able to see via the XXXX account that a Robinhood account was externally linked. Thus, on the same date, the fraudster attempted to gain access to my Robinhood account but failed. I received 3 emails total from Robinhood alerting me that someone is trying to reset the password and recover my account. I wasn't too worried about this since the email also stated that, for security reasons, a valid, government-issued ID was needed to verify my identity. There were also no login alerts, so I knew the fraudster wasn't able to get into my Robinhood account. 

On XX/XX/year>, my Robinhood account was fully restricted. I can no longer open positions, and deposits and withdrawals were both locked. No verification or identity documents were requested from me. 

On XX/XX/year>, I was notified via email that Robinhood will be closing my account without providing any explanation as to why. No verification or identity documents were requested from me. 

On XX/XX/year>, I emailed Robinhood twice, notifying them of my identity theft situation and asking them to allow me to provide any form of documentation they might need to verify my identity so I can regain access and withdraw my remaining funds. There was no response to the first email. But they replied to the second email stating that they reserve the right to close my account, and can no longer maintain my Robinhood account, and if eligible, all funds will be returned, which might take up to 15 business days. Very generic and seems like a copy-and-paste response that the support team uses to reply to my email for a force closure situation. 

On XX/XX/year>, all my positions were liquidated by Robinhood. 

On XX/XX/year>, I received an email saying that my Robinhood account is closed and deactivated. Robinhood still didn't request or give me any opportunity to verify my identity to regain access to my funds. 

On XX/XX/year>, I emailed Robinhood explaining my identity theft situation again. I attached my police report number, police officer information, and XXXX fraud claims form to prove that I was indeed a victim of identity theft, which started this whole situation. I also attached bank statements of the compromised XXXX account, which was a funding source. I also provided the account and routing number of my new XXXX account and my driver 's license with my address on it, and requested that they either send my remaining funds to the new account or simply mail me a check to my address on file, which matches the address on my state-issued driver 's license. The responses I received were ridiculous ; it seemed like they didn't even read my email. They advised me to use the app to reach out to them via live chat or phone so they can assist me through the process of withdrawing the funds myself. I replied, letting them know that since they had already forced closed my account, I wasn't allowed to withdraw the funds myself and they disabled the live chat and phone support feature ; the only way to contact them was via email. After that, they send me 5 identical automated emails saying that I need to use the Robinhood app to get in touch with them either through live chat or phone which I can not possibly do. 

On XX/XX/year>, I received yet another email saying that I need to login to the app and connect with the support team via chat or phone. 

On XX/XX/year>, a human named XXXX from Robinhood equities team finally replied to my email and said he forwarded my request to the correct team for review. 

On XX/XX/year>, XXXX from Robinhood support send me an email asking me to use the " Action Required '' card displayed in my app to submit bank statements, which I had already emailed to them in my previous emails. Upon checking the app, there was no " Action Required '' card displaying in my app. I replied to the email to let them know of this and XXXX just replied with the same exact wording and bolded that I need to use the app 's " Action Required '' card to send in bank statements. I double checked the app once more and couldn't find any " Action Required '' card so I replied via email with XXXX different bank statements. 

On XX/XX/year>, with no response from Robinhood, I sent another email letting them know that there is still no " Action Required '' card displaying on my app and attached the 3 bank statements once again. 

On XX/XX/year>, XXXX replied and said he escalated my request. I got another email in the afternoon asking me to submit the front and back of my government-issued ID and three-point selfies, which I provided promptly upon request. Later that day, while I was at work, Robinhood attempted to call me, but I missed the call. I got an email shortly after asking me to request a callback so they can complete the review. 

On XX/XX/year>, I emailed Robinhood numerous times, letting them know I have been trying to request a callback through the app multiple times, but nobody was calling me, and I requested that they set up an appointment to ensure that we can get in touch on the phone at a specified time. 

On XX/XX/year>, XXXX emailed me back, instructing me on how to get in touch with a phone support agent via the app. Which I can not do since they disabled the phone support feature on my account when they decided to put it under force closure. 

On XX/XX/year>, I emailed Robinhood letting them know that I have been requesting a call back every day and nobody was acknowledging it, and demanded that it get escalated and have a supervisor call me back. Shortly after, I got a reply from XXXX with the same exact copied-and-pasted response as XXXX, instructing me on how to request a call with a phone support agent via the app. I again replied and told XXXX that this method does not work for me and it will only lead me to a " email us '' option. 

On XX/XX/year>, Robinhood finally emailed me back with an actual callback number along with a case ID number. I called them, and they verified my identity over the phone and said that the reason for the call on XX/XX/year> was just to let me know that they will be escalating my case, and that after the call, my case will be escalated, and I will receive an email confirmation. Later that day, I got an email from XXXX saying that Robinhood can not maintain my account, and they reserve the right to close my account, and if eligible, all funds will be returned within 15 business days. Same exact email wording that I received before. I replied, explaining my identity theft situation once again and attached my ID, police report, XXXX fraud claim forms, and bank statements. I sent a separate email with a PDF attachment from XXXX showing them that XXXX XXXX department finished their investigation on my claim and find the case to be in my favor. 

On XX/XX/year>, I got an email from XXXX with Robinhood support saying that my case has been escalated. I also got an email reply from XXXX that they will conduct another thorough review of my account, and it may take up to 2 business days. 

On XX/XX/year>, it has been 4 business days, and Robinhood has not gotten back to me and I sent them another email asking for an update. 

On XX/XX/year>, I received an email from Robinhood that they tried to contact me via phone again on this date, but upon checking, no one from Robinhood attempted to call me that day. 

On XX/XX/year>, I received another copied-and-pasted email saying the exact same thing that they can no longer maintain my account, they reserve the right to close it, and if eligible, all funds will be returned within 15 business days. 

As of XX/XX/year>, my remaining funds of {$1100.00} is still trapped in Robinhood with no date provided as to when they will be returned to me or any reason as to why they are still held hostage even though I verified my identity multiple times through various methods.

Company response to consumer: Closed with explanation