Consumer complaint received 2024-01-25 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: ROBINHOOD MARKETS INC.
State: MD

Complaint narrative:
Fraudulent Transfers from my Robinhood account XXXX. They began XX/XX/XXXX - All except two of the Bitcoin and other crypto transfers from my account beginning on XX/XX/XXXX, were unauthorized and sent to addresses that have nothing to do with me. Here is the list of all transfers in the relevant time frame with the unauthorized and valid transfers indicated. Note, the dollar amounts correspond to the value of the currencies at the time of the transfers : Unauthorized XX/XX/XXXX XXXX XXXX  XXXX BTC {$500.00} Unauthorized XX/XX/XXXX XXXX am XXXX BTC {$1000.00} Unauthorized XX/XX/XXXX XXXXXXXX XXXX XXXX BTC {$300.00} Unauthorized XX/XX/XXXX XXXX XXXX XXXX BTC {$140.00} Unauthorized XX/XX/XXXX XXXX XXXX XXXX BTC {$700.00} Valid XX/XX/XXXX XXXXXXXX XXXX XXXX BTC {$67.00} Valid XX/XX/XXXX XXXXXXXX XXXX XXXXXXXX BTC {$8.00} Unauthorized XX/XX/XXXX XXXXXXXX XXXX XXXX {$4900.00} Unauthorized XX/XX/XXXX XXXXXXXX XXXX XXXXXXXX {$4400.00} Unauthorized XX/XX/XXXX XXXXXXXX XXXX XXXXXXXX XXXX {$170.00} Unauthorized XX/XX/XXXX XXXX XXXX XXXX XXXX {$140.00} Unauthorized XX/XX/XXXX XXXX XXXX XXXXXXXX BTC {$99.00} Total Unauthorized Transfers : BTC XXXX {$12000.00} XXXX XXXX {$170.00} XXXX XXXXXXXX {$140.00} {$12000.00} Here is the chronology : Notes made from XX/XX/XXXX through XX/XX/XXXX concerning the fraudulent transfer of {$10000.00} from the XXXX Account XXXX to the Robinhood Account XXXX both belonging to me, and the subsequent fraudulent transfers of Bitcoin and other crypto currency : If Robinhood asks for the Emergency Backup Code, here is the last ( relevant ) one : XXXX ( prior ones : XXXX XXXX XXXX or XXXX ). 
Robinhood Support : XXXX XXXX Robinhood will call you from it. 
Support Case XXXX XXXX XXXX then, XXXX, Robinhood support agent XXXX XXXX  XXXX, Use Calling : XXXX XXXX  Personal Cell : XXXX XXXX Robinhood Support : XXXX XXXX XXXX email of XXXX XXXX XXXX On about XX/XX/XXXX I noticed on Robinhood a transfer of {$10000.00} was initiated from my bank account to Robinhood. I called Robinhood and requested it be stopped and to restrict the account from all withdrawals and deposits. I then de-linked the bank account from the Robinhood account and changed the passwords to both accounts. I thought I had prevented any further damage. Note they had already taken bitcoin from my Robinhood account in the amount of {$1300.00} before I even called. On the night of XXXX {$10000.00} the fraudulent transfer from XXXX acct XXXX to this account finalized. I called and was on the phone XXXX with XXXX, then XXXX. Between the calls with XXXX and XXXX I lost access to my Robinhood account altogether : I could not log in which caused me to use every source of info I could to finally get the callback from Robinhood scheduled which resulted in the call which was routed to XXXX. Finally, XXXX ( after a total of about 4 hours between the two ) said that my account was being restricted from all transfers and deposits ( which I had requested previously on the XXXX and XXXX  ). XXXX confirmed that the number on the XXXX record of the transfer of {$10000.00} ( XXXX ) is in fact my Robinhood account number- which hopefully means the transfer will be blocked and credited back to my bank account - it has not landed yet and has not been used to purchase anything or to be transferred further. 

XX/XX/XXXX Callback from Support, XXXX ; verified XXXX ( he correctly pronounced it XXXX on his own ) and the XXXX case number were legitimately from Robinhood ; he said he would send a link to do the three point selfie to verify me ; still waiing 5 minutes later XX/XX/XXXX to XX/XX/XXXX - Robinhood continued to display We could not reach you on XX/XX/XXXX... Request a Call ( underline indicates link ), but requesting the call just starts the Your-account-is restricted ... process again. The Robinhood Support Agent XXXX, Personal Cell : XXXX XXXX, called me and messaged me directly ( at first I did not believe he was legitimate and verified him through another support agent ). He intervened to be sure the restriction was lifted without starting the process again. So as of XX/XX/XXXX XXXX am- when I told them No, the required documentation has already been submitted and the restriction should be lifted immediately - the restriction should be lifted and XXXX is intervening on his end to be sure. At my request hey are supposed to cut a check and send it to me overnight, to avoid the intruder in the account having a chance to intercept the unrestricted funds. 

XX/XX/XXXX XXXX XXXX. Just spoke to the support agent named " XXXX '' and told him, as XXXX suggested, that I had already provided all documentation and to lift the restriction immediately. XXXX determined that no further submissions were required and said although he was not authorized to lift it, he would report it to his manager that the restriction should be lifted. Texted this to XXXX and asked him to do what he thinks best. XXXX also indicated I would hear by email or phone from Robinhood shortly- but could not give a time frame. 

XX/XX/XXXX through XX/XX/XXXX XXXX said he was working to lift the restriction on my account. Finally on the XXXX there was no restriction on the account. I informed XXXX and asked to have Robinhood send me a check overnight. He said he would work on having a check issued and sent overnight as I requested. 

XX/XX/XXXX XXXX requested the Authenticator App code a number of times. I believed, as he said, he was using it to access the account in order to arrange for the check to be issued. He said he would send me the tracking number for the mailing of the check in the morning. I tried to log in so many times the Robinhood App stopped taking log-in requests. 

XX/XX/XXXX No tracking number. Texted XXXX. He said the accounting office would not let him handle the check and asked if an electronic check would be okay. I asked for the number of the accounting office so I could talk with them about the check. As of now no number appears to be forthcoming. 

Tried logging in many times. Finally hit the right combo of buttons to get a call back. Spoke to XXXX. Verified ID and changed email to XXXX and changed to a new Password. 

Spoke to XXXX after logging in with new credentials. He said there was a purchase and transfer of crypto on XX/XX/XXXX and XX/XX/XXXX. I told him it was fraudulent. He referred me to XXXX ( who later confirmed to me she is with the Fraud Dept. of Robinhood ). She immediately tried to brush me off saying the review was already completed and there will be no refund. When pressured she said they could initiate an appeal. I said please do. I then insisted on telling her the phone number and name of the Robinhood Support Agent XXXX and that I have a series of messages from him that they should use to determine who he is. I asked if they report to law enforcement and she said no. She was really only interested in closing the matter with no further action. I obtained a number to call to talk with the Fraud Department : XXXX XXXX. 

XX/XX/XXXX Used the Ask a Question button on the page saying Under Review- will contact you that comes up when asking for Support. Asked Are you aware ... and copied and pasted the information concerning the fraudulent transfers shown at the beginning of this description. Got a call back about XXXX from XXXX ( heavy accent - could hardly understand ). Eventually he confirmed that he could see the message I just referenced listing all of the unauthorized transfers. Answered his questions, especially the one Did you authorize access to XXXX, XXXX XXXX. Told him repeatedly that I did not authorize such ( or one from XXXX XXXX he asked about ) and emphasized that the XXXX XXXX items had nothing to do with me. Eventually, he said he had the information and the Support Team would review it and get back to me. I asked when. He said he could not say. 

At XXXX XXXX got email saying case was closed and if need further assistance submit a new request. Went to Contact Support XXXX '' and clicked but what came up was a list of topics, not a way to request support as used to happen. Appears they are just ignoring the whole thing. 

XX/XX/XXXX Called XXXX XXXX XXXX assuming I would have to go in to make a report but they said the only way to schedule it is if they sent a deputy. I asked when. They said there was a deputy in the area and would be here shortly. Deputy XXXX came and took a report. Gave her a copy of the list of unauthorized transfers from my Robinhood account. She gave me her card with the Case XXXX XXXXXXXX, and her phone number XXXX XXXX. They will refer it to their criminal investigation division. 

XX/XX/XXXX Called XXXX XXXX XXXX back XXXX XXXX re : case No. XXXX. Spoke to XXXX. Started XXXX process including insurance claim. She brought virus scan team member on the phone - XXXX - who scanned my phone and cofirmed it is clean. XXXX will be sending a series of emails to get the process going. 

Later that day got an email purporting to be from Robinhood support ( XXXX ) from this email address : XXXX saying a payment of over {$11000.00} was pending and to contact my Support agent to give payment directions. I emailed back to send a check to my home address. I also requested a call ( with these details ) from Robinhood Support but it stayed Youre in line for hours. 

XX/XX/XXXX filled out the documents that XXXX provided. FTC Identity Theft Complaint account at identitytheft.gov password XXXX XXXX Reference XXXX XX/XX/XXXX Finally at XXXX XXXX got call back from Robinhood Support XXXX XXXX. Reported the suspicious email. He said it was probably phishing. I then told him the transfers on the XXXX and XXXX of about {$4900.00} each were fraudulent. XXXX said he would refer it to the fraud department and brought them, XXXX, on the line. Detailed the fraudulent transfers to him - the transfers on the XXXX and XXXX of about {$4900.00} each and transfers both before and after that were fraudulent. He looked at the transfers on the account and said he would have to refer it to a specialist. 

About XXXX XXXX XXXX sent a text message without explanation consisting of images of what appeared to be a crypto wallet showing a {$10000.00} balance and no balance at all - apparently to suggest that he emptied the wallet ( to return the money? ). 

XX/XX/XXXX About XXXX XXXX XXXX sent a text showing the wallet and saying he could not send the crypto to the ( wallet ) address I provided because it said unable to send to XXXX. I responded that is not true and to send it to the wallet address or send a check to my home address. I provided both addresses in the response. He texted to call him saying he was in the office. I did and left a voice-mail. About XXXX he called me and claimed innocence I said if he was innocent he would be found innocent and to just send the funds or the crypto to the addresses I provided. He hung up. 

XX/XX/XXXX - XX/XX/XXXX - Prepared. Copied. Assembled claim package. Then on XX/XX/XXXX transmitted to XXXX via XXXX label provided with the packet from XXXX. XXXX Tracking No. : XXXX. XXXX XXXX ID : XXXX. 

XX/XX/XXXX Noticed logins that were not mine. Called number in the email from XXXX ( XXXX ) XXXX. Spoke to XXXX. They told me how to find the Remembered Devices. Looked at it. Two were not mine : a XXXX and a XXXX XXXX. They referred me to the Fraud department XXXX XXXX Spoke to XXXX. Discussed the same issues. Then discussed the Claim pending. He said there was nothing they could do and the case was not being investigated. I insisted that it should be for a whole list of reasons ( the unauthorized logins, the fraudulent transfer to Robinhood, the unauthorized Remembered Devices, etc. ) He eventually indicated that I should follow up the email from XXXX ( acknowledging the claim ) by sending an email to XXXX, with the Case Number XXXX ( which I confirmed was the same case number in the last Truist email, but did not tell him ) in the Subject Line and attaching screenshots of the discussion with Robinhood and any other information. He referred me to the XXXX XXXX department XXXX XXXX and spoke to XXXX. She described how to use the Remove button on the remembered devices and change the User ID and password. I asked how do I know the intruder doesnt have a bug in my account that tells them all of the information to just get in again. She said you cant. The best you can do is change the User ID and password and require XXXX authentication to get a code with each login ( which they wont get. And then to watch it by looking at Remembered Devices and logins. Did all of that ( changed User ID and password and added XXXX ). Logged back in and confirmed the devices were removed. Then confirmed after connecting the account to the XXXX account that that account was not a remembered device which means the fraudulent remembered devices could not have been any account merely linking the XXXX XXXX account.

Company response to consumer: Closed with explanation