Consumer complaint received 2026-02-05 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: ROBINHOOD MARKETS INC.
State: WA

Complaint narrative:
CFPB COMPLAINT ( FINAL NUMBERED VERSION / ENGLISH ) Subject : Unauthorized {$5000.00} Debit Card Transfer, Forced Liquidation, and Account Closure by Robinhood.

I am filing this complaint regarding an unauthorized withdrawal of {$5000.00} from my Robinhood account. This loss resulted from a sophisticated impersonation scam and serious failures in Robinhoods consumer protection, security, and customer support systems. 
XXXX XXXX Legitimate Deposits On XX/XX/XXXX and XX/XX/XXXX, I deposited a total of {$5000.00} into my Robinhood account from my personal XXXX  XXXX XXXX account ( {$1000.00} and {$4000.00} ). These funds were fully legitimate and belonged to me. 
( See Attachment No. XXXX XXXX XXXX  XXXX. Account Restrictions While Overseas and SSN Verification Issues While I was outside the United States, Robinhood allowed deposits into my account but restricted my ability to trade, withdraw funds, or transfer money back to my linked bank account. My funds were effectively frozen inside Robinhood.

Robinhood also required physical Social Security card verification, which was not possible while I was overseas and was further delayed because my SSN card had been lost and required replacement. 
( See Attachment No. XXXX XXXX XXXX XXXX Lack of Accessible and Verifiable Customer Support Robinhood does not provide a publicly verifiable customer service phone number. The in-app support and AI chat system were ineffective in resolving urgent account access and security issues.

This lack of accessible real-time human support creates a foreseeable risk that customers facing urgent restrictions will search externally for help and become vulnerable to impersonation scams. Robinhood could significantly reduce such fraud by clearly displaying verified contact methods or safe callback procedures on the first page of its app and website. The failure to do so represents a foreseeable and preventable failure in consumer protection. 
XXXX XXXX Scam Impersonating Robinhood Support Out of desperation to regain access to my funds, I searched online for Robinhood customer service and unknowingly contacted a fraudulent phone number impersonating Robinhood support. The scammer claimed to be able to remove the restriction and requested remote access to my computer. Believing it was legitimate support, I mistakenly allowed remote access. 
( See Attachment Nos. XXXX, XXXX, XXXX, XXXX ) XXXX XXXX. Unauthorized Withdrawal on XX/XX/XXXX On XX/XX/XXXX, an unauthorized instant transfer of {$5000.00} was made from my Robinhood account to an unknown Visa debit card ending in XXXX, which does not belong to me. I did not authorize, approve, or consent to this transaction. 
A related instant transfer fee of {$87.00} was also charged. 
( See Attachment NosXXXX XXXX XXXX XXXX XXXX XXXX XXXX. Prompt Reporting Within Approximately 20 Hours I discovered the loss shortly afterward and reported the fraud to Robinhood by email on XX/XX/XXXX, at approximately XXXX XXXX  and XXXX XXXX, within about XXXX hours of the unauthorized transaction. XXXX froze my account at approximately XXXX XXXX  and opened XXXX ID XXXX. 
( See Attachment Nos. XXXX, XXXX ) During the scam call, the impersonator repeatedly instructed me to wait XXXX hours due to verification and remote support, deliberately delaying my awareness and preventing immediate review of Robinhood alerts. This time-based deception was central to the success of the fraud. 
( See Attachment Nos. XXXX, XXXX XXXX XXXX XXXX Denial of Reimbursement, Forced Liquidation, and Account Closure Despite clear evidence of unauthorized activity, Robinhood denied reimbursement and repeatedly cited internal guidelines without substantively addressing the {$5000.00} loss. Robinhood later closed my account under Case IDs XXXX and XXXX. 
Robinhood also unilaterally liquidated my remaining assets and returned only {$2.00} to my XXXX  XXXX XXXX account before closing the account, without my consent, effectively preventing meaningful dispute resolution. 
( See Attachment XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) Even if Robinhood maintains technical security measures, those protections are undermined when consumers have no reliable way to reach legitimate human support during urgent account lockouts. In my case, Robinhoods support structure materially increased my exposure to this exact form of fraud. 
( See Attachment No. XXXXXXXX XXXX XXXX XXXX. Basis of Complaint Robinhoods actions and system design materially contributed to this fraud and consumer harm. Robinhood allowed deposits while blocking customer access to funds, failed to provide effective real-time support, and created conditions that pushed consumers toward unsafe external search channels where impersonation scams are widespread.

I believe Robinhood failed to provide reasonable security safeguards and improperly denied reimbursement for a clearly unauthorized electronic fund transfer that was reported promptly. 
XXXX XXXX  Requested Resolution I respectfully request that the CFPB require Robinhood Financial LLC to : XXXX. Reimburse the full {$5000.00} unauthorized withdrawal XXXX. Refund the related instant transfer fee of {$87.00} XXXX. Provide a written explanation and investigation details supporting the denial XXXX Review and correct customer support and security practices that expose consumers to impersonation scams XXXX. Many peoples are still searching for Robinhood 's customer service number online, and scammers are taking advantage of this by pretending to provide the number. Robinhood needs to take immediate action to stop this. Also, Robinhood has forcibly blocked my Robinhood app, and I demand that you unblock it immediately. There's still a lot I need to see, including my transaction history...

I have submitted supporting documentation, including bank deposit records, transaction history, account closure communications, scam evidence, and additional supplemental materials, totaling XXXX  attachments, including key supplemental files. 
( See Attachment Nos. XXXX, XXXX, XXXX ) Sincerely Case IDs XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation