Consumer complaint received 2026-04-08 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: ROBINHOOD MARKETS INC.
State: TN

Complaint narrative:
I am filing a complaint against Robinhood Markets Inc. regarding a custodial cryptocurrency issue involving its subsidiary, Robinhood XXXX, XXXX. On XX/XX/year>, I transferred XXXX XXXX XXXX ( XXXX ) to my assigned Robinhood XXXX XXXX address on the XXXX network. The transaction was successfully confirmed on-chain ( TxID : XXXX ), and the full amount remains visible and intact at a wallet address controlled by Robinhood. This is not a case of lost or inaccessible funds. The asset : Is on the correct blockchain ( XXXX ) Is fully confirmed and verifiable on-chain Remains in a wallet under Robinhoods exclusive custody XXXX XXXX ( XXXX ) is a standard token representation of XXXX on the same network and can be converted to native XXXX through a routine process ( closing the associated token account ). Robinhood has the technical ability to perform this action but has refused, stating the asset can not be recovered. This statement is misleading. The asset is recoverable and remains under their control. The refusal appears to be based on internal policy rather than any actual technical limitation. Additionally, Robinhoods deposit interface did not provide a clear or prominent warning distinguishing native XXXX from XXXX XXXX or indicating that sending XXXX would result in funds not being credited. A reasonable consumer would expect XXXX ( which maintains a 1:1 relationship with XXXX on the same network ) to be accepted or processed accordingly. As a result, Robinhood is currently retaining control over a recoverable digital asset belonging to me while refusing to take reasonable steps to return it. This is the request .. made after over 20 request for phone support, and their team confirmation that this can be resolved and happens all the time. Robinhood XXXX, XXXX Legal Department / General Counsel XXXX XXXX XXXX XXXX XXXX, CA XXXX XX/XX/year> Re : Request for Manual Recovery and Credit of XXXX XXXX Case IDs XXXX & XXXX Transaction ID : ( partially deleted for privacy XXXX XXXXXXXX? Dear Legal Department, I am writing to formally escalate the above-referenced matter following the supervisor response received under Case ID XXXX. Summary of Issue On XX/XX/year>, at approximately XXXX XXXX, I transferred XXXX WraXXXXped XXXX ( XXXX ) to my assigned Robinhood XXXX deposit address on the XXXX network. The transaction was successfully confirmed on-chain and the full amount remains present at the destination address under Robinhoods custody. - Asset : XXXX XXXX ( XXXX ) - Amount : XXXX - Network : XXXX ( correct network ) - Status : Confirmed and visible on-chain - Custody : Controlled by Robinhood This is not a cross-chain or irretrievable transfer. The asset remains intact, identifiable, and fully accessible at a wallet address controlled by your platform. Clarification of the Request This request is not for recovery of a lost or inaccessible asset. Rather, it is a request for manual handling of a recoverable asset already in your possession. XXXX XXXX is a canonical token representation of XXXX on the same network and can be converted to native XXXX through a standard process involving closing the associated token account. This is a routine operation within XXXX-compatible custody environments and does not require external recovery or third-party intervention. Your chat support said this is " usually fixable, and happens all the time with XXXX and XXXX. '' Key Distinction The asset in question is : - On the correct blockchain - In a wallet fully controlled by Robinhood - Technically convertible to native XXXX Accordingly, this situation is more accurately characterized as a custodial handling limitation, not an inability to access or recover the asset. Disclosure Concern At the time of transfer, the XXXX deposit interface did not provide a clear and prominent warning distinguishing between native XXXX and Wrapped XXXX or indicating that sending XXXX would result in funds not being credited. Given that XXXX maintains a 1:1 relationship with XXXX on the same network, a reasonable user could conclude that the asset would be accepted or processed accordingly. The absence of explicit, conspicuous disclosure regarding this distinction contributed directly to this outcome. Request for Resolution I am requesting that this matter be escalated to the appropriate custody or engineering team for manual review and processing, specifically : - Identification of the associated token account holding the XXXX - Execution of the necessary steps to unwrap or close the token account - Crediting of the resulting XXXX XXXX to my account I am willing to pay any reasonable administrative or recovery fee associated with this process. Timeframe Please provide a substantive response or resolution within two ( 2 ) business days of receipt of this correspondence. Next Steps if Unresolved If this matter can not be resolved through internal escalation, I will proceed with formal remedies available under the Customer Agreement, including arbitration. I will also evaluate additional claims relating to the handling of custodial assets and adequacy of user-facing disclosures. This is a good-faith request to resolve a recoverable issue efficiently without further escalation. I am prepared to provide any supporting documentation, including blockchain verification links and account details, immediately upon request. I look forward to your prompt response.

Company response to consumer: Closed with explanation