Consumer complaint received 2025-05-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: ROBINHOOD MARKETS INC.
State: ID

Complaint narrative:
My late wife of 42 years died  XX/XX/XXXX, leaving behind a Robinhood account full of publicly traded securities worth, today, about {$7300.00}. She specified that I donate her Robinhood account to XXXX For XXXX XXXX XXXX. However, Robinhood has decided to " deactivate '' her account and refuses to make any effort to work with me, her legal spouse ( and this account was included in the filing of her estate 's federal tax return ; so it exists ). I contacted Robinhood in XX/XX/XXXX via chat ( Robinhood will never talk live with any account holder ; they just won't do it ; they hope you'll go away ) to execute her wish and was informed by the chat agent that my wife had not designated me ( or anyone ) as her beneficiary. The agent navigated me to the estates area of their website where I input my email, phone, relationship, social security, etc data so they could begin to rectify this. They also asked me to upload a copy of her death certificate, which I did, upload my drivers license, which I did, etc. This is not uncommon since they do need to verify that I was her spouse. They informed me they would respond back to me within a few weeks. Of course, they did not get back to me. Ever. I forgot about it. I attempted to contact Robinhood XX/XX/XXXX, where I learned that her account is " deactivated, '' and Robinhood provides only dead or circular links that don't allow any method to reactivate. I managed to navigate to the estates section, where I input again all of the information about our relationship and all of my contact information. Auto-reply said they'll get back to me in a couple of days. I also attempted to use chat function ( never answered ) and call-back ( never called back ). Robinhood pretends to use the excuse that they only have HER contact information ( phone and email ), and those things are gone because she's dead! However, Robinhood does indeed have MY contact information in their system as I have filled out their forms multiple times since XXXX. I attempted again on XX/XX/XXXX and was successful in engaging a chat representative, who confirmed that Robinhood had a " ticket '' open on this for 2 years but that it was " on hold. '' No reason given. The agent said he was " elevating '' this to the proper people but refused to record MY contact information. He then said " it's elevated '' and disconnected the chat. No response from Robinhood in any form since XX/XX/XXXX. This has been going on like this for 2 full years : they will not contact me, and on only one occasion have they even come online for a chat request ; forget about calling me ( though their service says their " average wait time is 1 minute. '' ) The bottom line is that Robinhood has permanently deactivated my late wife 's account, and they are clearly refusing to interact with me in any way to reactivate it so we can move these funds out of Robinhood and donate them to her XXXXXXXX XXXX  Robinhood is clearly determined to keep my wife 's funds, and refusing to communicate with me about this despite me using their channels and providing them with all of their requested information.

Company response to consumer: Closed with explanation