Consumer complaint received 2024-11-07 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: ROBINHOOD MARKETS INC.
State: NJ

Complaint narrative:
XXXX XXXX : I was vacationing in XXXX, XXXX, with XXXX other individuals from the US. The trip began on XX/XX/year>, and we originally planned to return on XX/XX/year>. We booked accommodations through XXXX and intended to travel to XXXX on XX/XX/year>. However, the trip was abruptly cut short when we were XXXX XXXX XXXX XXXX XXXX in our XXXX rental in the early hours of XX/XX/year>. 

XXXX XXXX : XXXX XXXX XXXX XXXX XXXX - XXXX, XXXX XXXX, XXXX, XXXX Check-in Dates : XX/XX/year> XX/XX/year> XXXX  ( XX/XX/year> ) : I awoke the next day ( midday/early afternoon ) on a makeshift bed in a hidden corner of the game room, disoriented and confused. My wallet, XXXX XXXX, and a silver chain had been stolen. After checking in with the others, I learned that all of us had been drugged. I immediately contacted my bank using a friends phone to report the stolen cards. Unfortunately, multiple fraudulent charges had already been made across my accounts, including XXXX, XXXX, XXXX, XXXX, XXXX XXXX, and XXXX, totaling over {$10000.00}. The charges ranged from {$100.00} to over {$3000.00} per transaction. 

I informed the XXXX host, who contacted the local police. However, since no physical items of extreme value were taken, the police were unable to take action unless I filed charges in a local court. With no funds and only my passport, I decided to cut the trip short, and a travel companion graciously booked my return flight from XXXX to Washington  XXXX XXXX XXXX, departing on XX/XX/year>, and arriving on XX/XX/year>. 

Upon Returning to the US ( XX/XX/year> ) : Upon arriving in the US, I visited a XXXX XXXX  to freeze my accounts. The bank helped me identify and flag all fraudulent transactions, and my funds were refunded. 

After returning to New Jersey, I obtained a new phone and regained access to my XXXX and XXXX accounts, as my XXXX-factor authentication had been linked to my stolen phone which prevented me from accessing my accounts overseas. While reviewing my accounts, I discovered a screenshot of a XXXX transfer from my Robinhood account involving thousands of dollars. I logged into Robinhood and found that over {$14000.00} had been traded and transferred from my account. I immediately contacted Robinhood, and they froze my account while investigating the issue ( XXXX XXXX  : XXXX ). As of today, Robinhood has been unable to further assist me in recovering my funds or explaining how the breach has occured on a locked platform such as theirs. 

I have subsequently tried calling Robinhood for over a month now. Each call usually requires me waiting over an hour to speak with a representative after which they would take my details and not provide any further details. 

They told me an investigation would be ongoing the first one they only asked me for my passport and a facial scan after which I received an email telling me that my funds were not eligible to be restored. 

I had placed over XXXX calls after and even sent emails many of which Robinhood was unresponsive to. I currently work for a financial institution where all trades I have to make need to be pre-cleared before being executed. I requested a letter from Robinhood over a month ago indicating that my account was breached which they promised on multiple emails but never responded. 

I am looking to regain my savings, which were invested with Robinhood, and, of course, get a letter supporting my ordeal. I have done everything possible to get my funds back, but Robinhood has been unresponsive and refuses to assist with the situation.

Company response to consumer: Closed with explanation