Consumer complaint received 2026-01-27 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: ROBINHOOD MARKETS INC.
State: NY

Complaint narrative:
Company : Robinhood State : New York I am attempting to close and distribute funds from a Robinhood investment account that was owned by my mother who passed away. I am the executor of the estate.

I submitted my first request to close the account to Robinhood through their website on XX/XX/XXXX. Their response read Our team will review the information you submitted and reply to this email address within 5-7 business days.

They never emailed me back.

Unfortunately I found out on XX/XX/XXXX my court appointed Letter of Administration was expired so I could no longer submit my documentation at that current moment. Very annoying but immediately started working with our lawyer for new documentation.

Never heard after the 5-7 business days from the first email, but on XX/XX/XXXX received an email that said If we dont hear back by XX/XX/XXXX, XXXX XXXX then this case will be closed. If you still need help after that, please contact support with your case number, and we'd be happy to open a new ticket for you.

Heres what you can do next : If you still need help, check the last email we sent you to see what additional steps you need to take.

If you dont need help anymore, simply close this case here.

Got my updated documentation from the courts of New York in XX/XX/XXXX. 

Emailed Robinhood support on XX/XX/XXXX trying to reopen the case, no response. The link they sent in the original email still worked so I submitted the needed documents ( ID and Letter of Administration ) cause why not, they told me to follow the instructions in that email.

Emailed Robinhood support on XX/XX/XXXX trying to reopen the case, no response Emailed Robinhood support on XX/XX/XXXX trying to reopen the case, no response XX/XX/XXXX, downloaded the Robinhood app and made my own account so I could have access to the chat feature because theres no phone number anywhere. ( Which feels like an accessibility risk but beside the point. ) Was finally able to get in touch with someone and begin to chat about the situation. The chat person emailed me a new link and wanted me to reupload my ID and the Letter of Administration to the new link under a net new case number from my original.

Chat guy says : Yes, i've already expedited this case and typically our team review this escalated case within 2-3 business days. 

I reach out 3 days later on XX/XX/XXXX in the chat feature looking for answers, the chat person says I actually need to wait a week. 

I reach out today via chat XX/XX/XXXX, over a week later asking what is possibly happening, yet again am given the run around.

Actual quotes from the chat : Upon checking here, the submitted ID and Selfie got denied because of it is blurriness and it is also just a picture frame I NEVER was told anything was denied and never submitted a selfie at any point. So Im asking how come no one told me my case was denied?? And the agent avoided answering.

Then goes, Your current uploaded document was your mother 's credentials. What we need is the credentials of the person who is reaching out to us The only ID I have to upload is my own license. He then goes Upon checking here, the ID was named XXXX XXXX XXXX, there is no XXXX in it. I have no clue what this guy could even be looking at right now.

Trying to get to the bottom with this agent why his story doesnt line up, he will not send any message besides So in order for us to proceed, you may submit again a valid ID and a Selfie so I go to the email and submit it. First time a selfie has been asked of me. And I have a 4th ticket number.

And thats the last I have. I just dont think this last part is going to work, they havent followed a single deadline they communicated, the only way I get information is by chatting them first, and no communication has happened over email like said in their communications.

I work in consumer redress and with banks on UDAAP concerns and Im so unbelievably appalled this is being allowed to occur

Company response to consumer: Closed with explanation