Consumer complaint received 2025-09-21 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: ROBINHOOD MARKETS INC.
State: GA

Complaint narrative:
- XX/XX/XXXXXXXX XXXX XXXX I received an email from Robinhood saying that my cash account was switched to a margin account ; I was asleep when this happened. I contacted Robinhood when I woke up a few hours later to ask why they changed my account, they said they didn't do that and saw no suspicious activity. I needed to wait 24 hours to switch my account back to Cash, which I promptly did the following day. 
- XX/XX/XXXX, XXXXXXXX XXXX, I received an email from Robinhood saying that someone logged into my account through my phone and IP address at that time ( again, I was asleep during this time ). 
- XX/XX/XXXX, XXXXXXXX XXXX I received an email from Robinhood saying that they are trying to verify a visa debit card ending in XXXX that was attached to my account ( again I was asleep ). 
- XX/XX/XXXX, XXXXXXXX XXXX I received an email from Robinhood saying that they successfully linked that debit card to my account ( clearly this card is not under my own name and it happened while I was unconsciously sleeping... ). 
- XX/XX/XXXX, XXXX XXXX, I received an email from Robinhood saying all of my dogecoin was sold ( {$15000.00} ). 
- XX/XX/XXXX, XXXXXXXX XXXX  I received an email from Robinhood saying that {$8000.00} was transferred to that visa debit card. 
- When I woke up around XXXX that morning, I was unable to get into my phone. When I double tapped the screen to activate it, the next second it turned off. I repeatedly tried turning my phone on and the next second it kept shutting off. I shut it down and turned it back on and attempted to send a message to my fiance via XXXX, but about 10 seconds in the phone shut off again - it seems that the perpetrator was in my phone at this time while I was trying to get in. So I removed the battery from the back to try and prevent further compromise to my data. I proceeded to log into work ( XXXX XXXX XXXX XXXX  ) and later that day I purchased a new phone. It was that evening when I reinstalled my Robinhood account that I saw my money was missing ( I did not see the email until that evening as well ). 

I have aggressively contacted Robinhood support over chat, email, and phone on more than 30 occasions the past 9 days, nearly every single time it was a different representative. They initially restricted my account for 4 days from XX/XX/XXXX - XXXX only to send me an email saying they saw nothing was compromised. I was furious and got them to open another case, they restricted my account for 2 days this time saying that I fell victim to a " scam '' and that I authorized the {$8000.00} transfer ; how can you confirm I was scammed if you didn't articulate the source of it or any additional detail that led to their determination? They avoided accountability and tried to place it on me. I have used Robinhood for 4 years and have NEVER provided any information about my account to anyone else nor have I accessed any links, emails, or phone calls where my information could possibly be compromised. I will say, most nights I would contact my fiance on XXXX and stay on the call with her overnight to comfort her ( she lives abroad currently ). I believe that I checked my Robinhood account before I went to sleep, and as my screen faded to black, someone somehow must have tapped into my phone and then robbed me. Mind you, this felony was committed through Robinhood 's asinine safeguards and they have not been supportive or helpful whatsoever in making this right. Their application does not seem to logoff during a live XXXX call unlike off of a call, it logs out promptly after 5 seconds or so if you exit the app or if your phone locks out after you haven't used it for a few minutes - their safeguards clearly did not consider using the app during a live XXXX call, a massive oversight on their part and I had to suffer the {$8000.00} loss because of this negligence. 

They are refusing to give me the full debit card information - the information is my silver lining, please contact the banking institution for this card and work to give my money back. I have already filed a police report, filed for identity theft, filed for cyber crime via IC3, filed a complaint with the SEC as well as FINRA. It has been very difficult to find an attorney that can help me with this matter. I have already transferred all my holdings to XXXX, now I just need my {$8000.00} back that I was robbed for while I was unconsciously asleep.

Company response to consumer: Closed with explanation