Consumer complaint received 2026-01-13 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: IL

Complaint narrative:
On XXXX I spent XXXX reward points on XXXX to get the XXXX gold card. XXXX points is the equivalent of {$1000.00} USD which takes over {$33000.00} in purchases to earn. I bought this card for collectors purposes, and I didn't want to get any scratches on it I wanted it to feel like something I've built towards. So on XXXX while the gold card was being made, I had the bright idea to send in for a lost credit card to get replace my old one which I had lost a month or so ago. That card was still active. What I was unaware of is that the robinhood XXXX gold card replaced that card and the card I had replaced that I ordered XXXX days prior on XXXX it replaced instead. This had caused the XXXX gold card that costed {$1000.00} or XXXX points to be canceled entirely. 

They are no longer shipping the card out to me and when I reached out there response was this " Thank you for your patience. I can confirm that you redeemed a XXXX XXXX XXXX for XXXX points on XX/XX/XXXX. However, since you also ordered a replacement for your metal card on XX/XX/XXXX, the previously ordered XXXX XXXX XXXX has been deactivated. The delivery for the XXXX XXXX XXXX will no longer proceed as the replacement order has superseded that request.. Moreover, please note that point redemption transactions are not reversible at this time. For context, once a point redemption is initiated, there is no way to reverse this action as the points are immediately applied to the chosen redemption option. Once applied, there is no way to undo this action and send the points back to your account. 

Furthermore, I reviewed your account and can confirm that your replacement card has not been shipped. It can take up to XXXX business days for your card to ship once requested. Once shipped, the homepage of your app will update with the card 's tracking information. I hope this information is helpful. Please let me know if there is anything further I can assist you with today. '' These messages all occurred when I was already at work. I reached out to them at XXXX on XXXX and I received this response around XXXX AM on XXXX. Which immediately followed with " It looks like you might have stepped away. I'm going to pause our conversation for now. Please feel free to reopen it at any time so we can assist you further. Have a great day! '' They didn't even try to help me. There was NO warning about this happening when ordering a replacement card. He literally just said that this canceled my order of my XXXX card but theres no way to refund the points? This is {$1000.00} they're stealing from me. 

I am not asking for a refund, I am just simply asking for the card that I ordered to be delivered to me. I wanted it for collectors purposes. If I had thought that it would cancel the order I would have never done this. There should have been some kind of warning or confirmation about it affecting me {$1000.00} order. 

Is this legal? What do I do, I have reached out several times more today and I am getting no response. I want to call but it says calling is currently unavailable. 

Please help me. I just want my card. I am not rich, I work hard for my money. This is theft.

Company response to consumer: Closed with explanation