Consumer complaint received 2026-04-30 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: CA

Complaint narrative:
I initiated a dispute with my CC company on XX/XX/XXXX against XXXX XXXX. Here is a recap of the situation that unfolded with XXXX XXXX : " To recap the sequence of events : I booked the round-trip ticket for {$280.00}, intending to return to XXXX and then take a shuttle to my home in XXXX XXXX XXXX However, upon realizing the return flight 's late arrival would prevent me from catching the shuttle that night ( with the next available one not until the following day ), I identified a more suitable XXXX flight option listed on XXXX 's XXXX website for {$150.00}. Less than 30 minutes after my initial booking, I contacted XXXX 's customer service to request a change to this XXXX leg. Based on the approximate {$85.00} cost of the original XXXX segment, I reasonably expected to pay a difference of around {$65.00}. The representative initially quoted a change fee exceeding {$180.00}, which seemed disproportionate. When I pointed out that the XXXX flight was available for {$150.00} directly on their site, he placed me on hold and returned with a " best price '' of $ XXXX far above the logical fare difference. Unwilling to accept this, I opted to cancel the ticket entirely, as this occurred well within the 24-hour window from booking. Under U.S. Department of Transportation ( DOT ) regulations, airlines must allow passengers to cancel non-refundable tickets within 24 hours of purchase and receive a full refund to the original form of payment, without converting it to a travel credit. However, when I checked my credit card statement, no refund appeared. Upon following up with XXXX, I was informed that the cancellation had been processed as a travel credit rather than a refund. This was not communicated to me during the cancellation process, and had I known, I could have applied the {$280.00} credit toward a new {$350.00} booking I made independently. I explicitly requested that the credit be canceled in favor of a refund, but the representative refused, citing company policy against converting credits to refunds. This lack of transparency and adherence to DOT rules left me in a position where I am now charged for a service I did not use and a credit I have no intention of redeeming. I will never fly with XXXX XXXX again due to this experience, rendering the travel credit entirely worthless to me. It effectively traps my funds with a carrier I no longer trust, turning what should have been a straightforward refund into an unusable voucher. This outcome not only violates the spirit of consumer protections under DOT guidelines but also imposes an undue financial burden on me as the cardholder. '' I was notified on XX/XX/XXXX by the XXXX company that they had resolved the initial dispute in favor of the merchant, citing that the " merchant provided services. '' I initiated an appeal of this dispute on XX/XX/XXXX, as I was being held financially responsible for a flight I never took. After some back-and-forth emails, they opened an appeal for the dispute on XX/XX/XXXX. At this point, I had grown increasingly frustrated with the card issuer and decided to sever all financial ties with the company. This included paying all debts and removing all investments held within the institution. After beginning the process of disconnecting with the financial institution, I noticed on XX/XX/XXXX that on XX/XX/XXXX, the disputed charge had reappeared on my CC statementa CC I was no longer using. I immediately emailed the financial institution asking for an explanation, as I had not received any communication from them regarding this matter since their last correspondence on XX/XX/XXXX. I received an automated follow-up that their support team is reviewing my email. On XX/XX/XXXX, I received an email notifying me that the dispute was resolved in favor of the XXXX days after the charge was reapplied to the CC of a financial institution I was no longer doing business with. The timing and circumstances surrounding the reapplication of this disputed charge raise serious concerns about the financial institution 's good-faith conduct. It was not until I had begun severing financial ties with the institutionpaying down the majority of my outstanding debts and withdrawing all investmentsthat this charge was quietly reapplied to my account on XX/XX/XXXX, without any notification. The institution then waited 33 days to inform me of their decision, leaving me entirely in the dark while the charge accrued against a card I was no longer actively using. This sequence of eventswherein the dispute lay dormant for over 40 days after my last correspondence on XX/XX/XXXX, only to be reactivated after I began disengaging from the institutionsuggests retaliatory and bad-faith conduct. A consumer should never be financially penalized for exercising their right to take their business elsewhere. I respectfully request that the CFPB investigate the timeline and conduct of this institution 's dispute resolution process, as I believe it reflects a deliberate effort to disadvantage a consumer who had chosen to disengage from their services.

Company response to consumer: Closed with explanation