Consumer complaint received 2024-12-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: ROBINHOOD MARKETS INC.
State: NV

Complaint narrative:
I am submitting this formal complaint against Robinhood LLC for their ongoing mishandling of my legal name change request, which has resulted in serious financial negligence and a clear breach of their contractual obligations. The companys failure to resolve this matter in a timely and professional manner has caused significant distress and inconvenience, as well as denied me rightful access to my funds. 

On XXXX XXXX XXXX I initiated a request to update my legal name on my Robinhood account following a legal name change through naturalization. I submitted all required documentation, including a signed document through XXXX, as per Robinhoods stated procedures. Despite this, I received no acknowledgment or response from their team. 

On XXXX XXXX XXXX at XXXXXXXX XXXX, after weeks of waiting, I contacted customer service again to follow up on my request. An agent finally responded on XXXX XXXX XXXX, at XXXX XXXX, over XXXX hours later. This agent failed to provide any resolution and, instead, abruptly terminated the conversation without my permission. 

Recognizing the gravity of the situation, I escalated the matter further by sending a formal letter to Robinhood that included all necessary documents : proof of my legal name change, a copy of my updated ID, and a detailed explanation of the issue. To date, Robinhood has not responded to my letter, nor have they addressed the unresolved status of my account.

Adding to the severity of this issue, I am currently unable to access my funds or perform critical transactions because Robinhood has placed my identity verification under review for an excessive amount of time. It has now been more than 10 days with no updates, leaving me financially stranded.

Serious Issues of Concern : 1. Financial Negligence : Robinhood has failed to process my legal name change and identity verification in a reasonable and timely manner, directly impeding my ability to access my funds.

2. Brea

ch of Contract : I have provided all required documentation and complied with all procedures. Robinhoods inaction and refusal to address my request constitute a failure to fulfill their contractual obligations to me as a customer. 3. Failure of Escalation and Communication Prot
ocols : Robinhoods customer service and administrative processes have failed at every level, reflecting a systemic issue within the organization.

These actionsor lack thereofare completely unacceptable. Robinhoods negligence has caused me significant financial and emotional harm. Their refusal to act promptly and professionally demonstrates a serious disregard for their customers and undermines their obligations under consumer protection laws.

Immediate Requests for Action : I respectfully request the Consumer Financial Protection Bureau to : 1. Conduct a full investigation into Robinhood LLCs handling of account updates, identity verification processes, and customer service responsiveness.

2. Require Robinhood to immediately process my legal name change and verify my identity to restore my account access.

3. Hold Robinhood accountable for their systemic failings in this matter and take necessary enforcement actions to ensure such negligence does not occur again.

Please find attached all relevant documentation, including proof of my legal name change, communication records with Robinhood customer service, and a copy of the formal complaint letter I sent to their offices.

Robinhoods complete failure to respond and resolve this matter demonstrates not only financial negligence but also a disregard for their obligations to their customers and the law. I trust that the CFPB will act decisively to address this serious issue.

Thank you for your urgent attention to this matter. I am available for further discussion or to provide any additional information required.

Company response to consumer: Closed with explanation