Consumer complaint received 2024-06-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ROBINHOOD MARKETS INC.
State: MD

Complaint narrative:
On XX/XX/XXXX I open the Robinhood app to find out that my account has been restricted and frozen and that I can not make any withdrawals this frustrated me. They said they wanted a selfie. I sent a selfie immediately. I expected my account to be opened up immediately. This is when the trouble happened. They have frozen my account since I sent in the documentation proven it. I was then told on the app that my account would be opened by XX/XX/XXXX after review by XXXX team. It was never opened on XX/XX/XXXX as I am here typing this complaint on XX/XX/XXXX. That wouldve been XXXX to XXXX business days from my original complaint to Robinhood on XX/XX/XXXX but instead they push it back from XX/XX/XXXX, to the XXXX, to the XXXX, to the XXXX now the XXXX. I speak to Robinhood on the phone finally and they send me multiple of the same automated email from different employees. All not doing anything to further my case along : Hi I hope you're fine and doing well while reading this email. My name is XXXX, a member of Robinhood 's Support Team.

Thank you for reaching out!
Were still reviewing your account. We may request documents in the app during our review, so please continue to monitor your app and reply to any requests. 

Youll also hear from us by phone or email soon after weve completed the review. If we need any additional documents or have status updates well send updates to the email or call the phone number on your account. 

Thank you for your patience! 

Sincerely, XXXX XXXX Thank you for reaching out and providing that information.This is XXXX a member of Robinhood Support team. 

Please call us within the next XXXX business days between XXXX - XXXX XXXX, XXXX XXXX XXXX, so we can assist you as quickly as possible. 

When calling in, please reference the Case ID located at the bottom-left corner of this email. 

You can call us at XXXX while your support case is open, or you can call us through the Robinhood app by following these steps : Select Account ( person icon ) Select Menu ( XXXX bars ) or Settings ( gear icon ) Select Robinhood Support Select Contact us Select Account management Select Account security Select the most relevant topic to your situation Select Contact Us and choose the phone option We look forward to speaking with you soon, so we can resolve this for you. 

Sincerely, XXXX Now once I contact them, the trick is my customer ID gets changed every time I speak to a new representative so they never know that I called in the first place they are playing games. They are not keeping track of my complaints in a professional matter but wants to keep my money frozen, please assist me in getting my money back. Unrestricted, unfrozen and able to withdraw so I can leave this company. 
My biggest issue and complaint is that I have sent in all documentation to Robinhood to prove that I am human. I am me and I am the owner of the account, but they will still not unrestrict my account please for the love of XXXX help me.

Company response to consumer: Closed with explanation