Consumer complaint received 2026-03-11 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: NY

Complaint narrative:
I am filing this complaint because my credit card issuer, Robinhood, has failed to conduct a reasonable investigation into a billing error, missed their own statutory deadlines to provide documentation, and is currently withholding {$750.00} due to a gross accounting error on their end. The card is a Robinhood XXXX XXXX, issued by XXXX XXXX XXXX XXXX. The XXXX XXXX : On XX/XX/year>, I made a purchase from XXXX for {$2700.00}, which included XXXX items ( among them, XXXX identical-priced blazers at {$750.00} each ). I received XXXX items, but XXXX blazer was missing from the shipment. I returned the XXXX received items to the merchant. To date, XXXX has issued XXXX partial refunds for the returned items : XXXX for {$1200.00} and XXXX for {$750.00} ( Totaling {$2000.00} ). I initiated a dispute with Robinhood for the remaining {$750.00} ( the missing second blazer ). Robinhood customer support is now incorrectly claiming my dispute is resolved in my favor because they see a refund for {$750.00} on my account. They are failing to recognize that the original charge was {$2700.00}, and after the current refunds, I am still out the {$750.00} for the missing item. My Robinhood app still shows the dispute as resolved in the merchant 's favor. XXXX. The Ignored Physical Evidence : Robinhood also completely ignored the third-party, physical carrier data I provided that proves the item was never delivered : The merchants outbound UPS shipping label declared a weight of XXXX lbs which is auto-generated by the warehouse based on the items that should be in my order. My return XXXX drop-off receipt, weighed on a certified carrier scale, recorded an actual physical weight of only XXXX lbs. I returned the box in the exact condition it arrived. This XXXX lb discrepancy physically proves the second blazer was missing from the shipment before it arrived. When I alerted the merchant to the discrepancy they refused to look into whether they had included the item in my order and stated I would need to follow up with my credit card. 3. Contradictory Communications & Missed Deadlines : On XX/XX/XXXX, Robinhood sent me an email denying the dispute, promising documentation within XXXX business days. Hours later, they sent a second email stating I won the dispute. When I called to confirm which was accurate phone support claimed the second email was an error and I lost. I then followed up with email support to request the documentation and email support claims I won because of the aforementioned accounting error. I've tried to clear up the discrepancy with them to no avail. It is now XX/XX/XXXX, well past the XXXX deadline, and I have received no documentation and am still missing the {$750.00}. Furthermore, on XX/XX/XXXX, Robinhood support sent an email claiming a refund of {$590.00} proves the dispute is resolved. This is a gross error and further evidence of a failed investigation. That {$590.00} refund belongs to a completely separate and unrelated transaction from XX/XX/XXXX ( XXXX XXXX : {$890.00} ). By conflating a closed transaction from XXXX months ago with my current dispute, Robinhood has demonstrated they are not performing even a basic review of my account history or the specific transaction under dispute. Robinhood is in violation of the Fair Credit Billing Act by failing to conduct a bona fide investigation, ignoring physical evidence, and failing to perform basic statement arithmetic. I am requesting an immediate, permanent credit of {$750.00} to resolve this billing error.

Company response to consumer: Closed with explanation