Consumer complaint received 2025-03-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: ROBINHOOD MARKETS INC.
State: OK

Complaint narrative:
I noticed several charges on my Robinhood Gold Credit Card that I did not make. I contacted the Robinhood support team who confirmed these were international charges, but I have never left the country or traveled overseas during the time period in question. I have not left the country since XXXX. Therefore, I filed a dispute with the card company since the charges were fraudulent. However, I got an email from the card company stating that the fraud claims were denied and that I would still be held liable for the charges unless I appealed their decision and reasserted the dispute with new evidence. I did reassert the dispute and provided more than a sufficient amount of evidence. This was sent to the company on XX/XX/XXXX at XXXX XXXX XXXX XXXX I got an email back at XXXX on XX/XX/XXXX saying that my claim was denied again despite the new information submitted. The company denied the dispute a mere 8-9 hours later and did not even allow any time during normal business hours to investigate the claim. Therefore, it is obvious my claim was not properly investigated as there were a total of zero business hours spent reviewing the information submitted and it would be hard for them to reach out to the merchant outside of business hours. It is apparent that the card company never even reached out to the merchant and, consequently, never properly investigated the fraudulent charges. I should NOT be held liable for fraudulent charges and as a loyal customer who does lots of business with this card, I should NOT be held liable for a few fraudulent charges. 

The following is the message I sent to the company when they requested more information to reassert my dispute. 

Hello, I received an email that my fraud claim was denied. It should NOT be denied and I will open a complaint with the Consumer Financial Protection Bureau if needed as I should not be held liable for charges that I did not make. 

It took a while to notice the transactions on the account due to the fact I use the card to autopay several accounts including utilities and a rent-to-own shed through XXXX XXXX Therefore, I expect transactions to be going on the card via autopay and do not always check the itemized transactions before making a payment. However, as it is tax season, I was reviewing all of my past credit card statements for all of my cards to see what I could deduct for itemized deductions. Upon carefully reviewing these statements for deductions, I found the fraudulent charges. Therefore, I only found the charges due to tax season forcing me to check each line item on my card history. I noticed these charges appear to be foreign transactions. I have not traveled out of the country and have not given anyone access to my card. However, I do use my cards at gas stations and restaurants. I also gave my cards information to several agents over the phone to setup accounts on autopay. Therefore, it is possible my cards information could have been compromised via one of the card readers that scammers put on gas pumps or it could have been compromised by one of the agents setting up a utility or rental payment. Due to the 3 % cash back, this is one of my preferred cards to use. Therefore, I always expect it to be the highest balance of all my credit cards and did not think anything of it. Additionally, as it is my most used card, it would be more susceptible to being compromised as I have used it at many locations! I also did not approve any of these transactions for these amounts. 

I noticed it said that part of the reason my dispute was denied was due to app activity. The app is how I prefer to make my payments, so that would explain the logins to the account. I am also an active stock trader so I look to cash out my rewards points to my robinhood account so that I can use them to trade stocks and options. Therefore, it would make sense to see activity in the app for payments and rewards processing, but I did not check the itemized transactions until tax season. 

I have noticed that once the disputes were filed, the merchants did offer refunds in some instances, but not all. Therefore, based on the updated information I have provided, I need to reassert the following disputes : XXXX. XX/XX/XXXX- XXXX XXXX- {$1100.00} XXXX. XX/XX/XXXX- XXXX XXXX- {$1100.00} XXXX. XX/XX/XXXXXXXX XXXX XXXX XXXX {$350.00} XXXX. XX/XX/XXXX- XXXX XXXX XXXX- {$55.00} XXXX. XX/XX/XXXX- XXXX XXXX- {$2700.00} I should have the claim properly investigated and I should have these 5 fraudulent charges removed from my credit card. I should not be liable for fraudulent charges and I believe the company should be able to investigate the claim, but it is clear they failed to do their due diligence. I responded to the denied reasserted dispute to inform them of the fact they failed to properly investigate the claim and pointed out how they spent a total of 0, thats right, zero, business hours investigating the claim! They responded by saying we can not share investigation details that were based on internal data. So in other words, they failed to properly investigate the claim and then refuse to provide any information on why. Additionally, you can see they say that the claim was denied based on internal data meaning that they never even contacted the merchant to investigate the origin of these fraudulent charges. 

I will NOT pay for charges I did not make!

Company response to consumer: Closed with explanation