Consumer complaint received 2026-02-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: ROBINHOOD MARKETS INC.
State: NC

Complaint narrative:
What happened I am filing a formal complaint regarding Robinhoods refusal to remove unauthorized credit card charges after my card was lost and promptly reported. 

My Robinhood XXXX credit XX/XX/XXXX was lost. As soon as I received a fraud alert regarding suspicious transactions, I immediately locked the card and reported the charges as unauthorized. I did not authorize any of the transactions and the card was not in my possession at the time they occurred. 

I fully cooperated with Robinhoods investigation and provided substantial documentation, including : Immediate loss and fraud report Card lock timestamp Police report filed in my local jurisdiction Police report filed with the XXXX XXXX Police Department Flight itinerary showing I was only in transit through XXXX  on a connecting flight Timestamped work calendar and Microsoft Teams meeting records showing I was actively working during the time of the transactions For clarity, I did not travel to XXXX XXXX as a destination or conduct any purchases there. I only passed through XXXX XXXX XXXX XXXX briefly for a connecting flight. I did not leave the airport. The remainder of my time was spent in XXXX XXXX, not XXXX XXXX. Any device or location data reflecting XXXX XXXX would be limited to airport transit only and should not be interpreted as authorization or use of the card at local merchants. 

Despite this evidence, Robinhood denied the claim, rescinded provisional credits, and is holding me responsible for the charges. 

Robinhood states it relied on location data, app activity, and internal investigation data, but refuses to provide the specific evidence or factual basis for assigning liability, claiming those details are proprietary. 

They have effectively required me to prove innocence while refusing to disclose the evidence used against me. 

This appears inconsistent with my understanding of protections under the Fair Credit Billing Act, which limits cardholder liability for unauthorized use of a lost or stolen credit card and requires a reasonable investigation of billing disputes. 

The charges were reported promptly, police reports were filed, and there is no evidence that I authorized or benefited from these transactions. 

I believe Robinhoods denial is based on automated or circumstantial location assumptions rather than proof of authorization. 

Explanation of Redactions Please note that the attached calendar screenshots have been intentionally redacted. 

In my role within XXXX XXXX at XXXX XXXX, my calendar routinely contains sensitive and confidential information, including candidate names, employee identifiers, interview schedules, leadership discussions, and internal meeting access details. Disclosure of this information could expose Personally Identifiable Information ( PII ), employment-related confidential data, and, in certain circumstances, Protected Health Information ( PHI ). 

To ensure compliance with HIPAA privacy standards, organisational confidentiality policies, and general data-minimisation best practices, the following elements have been obscured : Names of candidates, employees, and leaders Interview or hiring-related details Internal HR or personnel matters Microsoft Teams/Zoom links, dial-in numbers, and access credentials Any content referencing operational or clinical discussions Only the dates and general time blocks have been left visible to accurately reflect scheduling availability while safeguarding sensitive information. 

Thank you for your understanding and for supporting appropriate privacy protections.

Company response to consumer: Closed with explanation