Complaints

This profile includes complaints for Robinhood's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Robinhood

  85 Willow Rd Menlo Park, CA 94025-3656

• 

  Robinhood

  3200 Ash St Palo Alto, CA 94306-2239

• 

  Robinhood Securities LLC

  500 Colonial Center Pkwy STE 100 Lake Mary, FL 32746-7637

• 

  Robinhood

  Palo Alto, CA 94306-2239

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday February 18th 2023 I attempted to use my Robinhood card for a $5000 payment to Auto Nation CJDR of North **********. The transaction was declined due to system error when I attempted to make the payment again it was declined and said their were restrictions put on my account for suspicious activity. I contacted customer service and they basically told me there was nothing they can do and the case was escalated. I am unable to access my funds in my Robinhood account currently. I contacted them again trying to convey the urgency of the situation and I need the restrictions lifted so I can access my funds. The representative basically told me there was nothing they can do and the person who is assigned the case can only be contacted via email but they could not provide their email. Despite proving to them that I am the owner of the account and it was me initiating the transaction they are not allowing me to access my funds due to suspicious activity. They are essentially holding my money hostage without reason. They are violating my rights and violating the Securities Exchange Act.

  Business Response

  Date: 03/24/2023

  Please see attached correspondence that was sent to the customer. 

• Initial Complaint

  Date:03/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had fraud on my account and it's been over 2 months and haven't had the issue resolved,or what's going on with the fraud on my account, and everytime I ask to talk to a manager that tell me there's not a Manger available this has happened 10 times now ,so it's impossible to talk to manager.. feel like there scaming me out of over 800 dollars I had in my account..

  Business Response

  Date: 03/29/2023

  Please see attached correspondence that was sent to the customer. 

• Initial Complaint

  Date:03/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through the online app, I deposited money into ******************* and bought some tesla stocks sometimes towards the end of December 2022 the company contacted me and told me there was some unusual activity on my account. At that point they froze my account and my stocks were sold, I had Over $2000 cash in the account. Eventually they told me that they were going to close my account due to unusual activity but they would not give me any details on what this activity was and my account was frozen and I could not withdraw my money, and to this day, they still refused to let me withdraw my money. Theyve asked me more than three times to submit , these questions and a video of me stating who I am and I I did it twice and I refuse to do it more so at this point they have my money my account is closed or frozen and and theyre asking me once again to answer the same questions, and just submit a video of myself, saying who I am, and they refuse to give me any details about what the unusual activity on my account was or is all I wanna do is withdraw my money and have no other contact or business with this company

  Business Response

  Date: 03/20/2023

  Please see attached correspondence that was sent to the customer. 

  Customer Answer

  Date: 03/21/2023

  From: ************************* <*************>
  ************************************>
  *******************************>
  

   

  to whom it may concern

   

   

  I am not satisfied with the response to my complaint been going on for much too long over three months now and I keep getting the same runaround that theyre doing an investigation and my money will be returned at the proper time if ever, they take me off their site Without telling me a reason why made me feel like a criminal and still are perpetuating that same attitude and refused to explain any of their actions and back it up by telling me that they dont have to . 

   

  All that Im asking of ******************* at this point is just to return my funds. I think they should be punished for how they treated me. I dont think this is ethically right basically accusing me of perpetuating some type of fraud or some type of crime without tell me what or how or why when I know 100% that Ive done nothing wrong, perhaps I filled out the paperwork wrong or something like that thats possible but I cant understand how it would escalate to a level 30 review like a criminal and I only had minimal amounts of money in there. I invested **** and when they made me sell my investments, I lost almost $2000 of that so if Im a criminal I sure am a bad one bottom line is Im just so disgusted at being being treated this way, I am your customer and Im sure Im not the only one I am an upstanding, taxpaying, hard-working, registered nurse I dont deserve this and this whole experience has left a terrible taste in my mouth and each and every correspondence that I receive has a hint of evil to it hinting that Ive done something terribly terribly wrong and I need to be kicked off and criminal activity going on that were investigating without giving me any detail thats just not the American way 

   

  . Thank you for taking the time to read my ranting. I am sorry for that but I am very passionate about this. If Ive been treated this way, Im sure others have as well and it may not be criminal to treat me this way once ethically its not right.

   

  Thanks again for your help and for reading my complaint

   

  *************************** RN

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/10/2023, I noticed suspicious activity on my Robinhood debit account totaling over $1000. I immediately contacted Robinhood that afternoon and they began the process investigating my account. On the afternoon of 3/10/2023 (while talking to a support agent), I submitted an image of my driver's license as part of the identity verification process. On 3/14, Robinhood requested further identity verification information - a "live selfie" image and a PDF of a bank statement of a linked account. These items were provided to Robinhood on 3/14.It's now been three days and Robinhood isn't able to provide me with any information on when my account will be active again. This account has approximately $46,000 of my money that is used to pay bills (including rent) and purchase groceries. I have not been able to purchase groceries or pay bills for seven days now.Robinhood case number: ******** I want to be clear that the support agents are very kind on the phone and this issue is with an excruciatingly slow verification and resolution process and complete lack of expectations on how long this process is going to take (the Robinhood application says I'll hear something "by 3/16").

  Business Response

  Date: 03/29/2023

  Please see attached correspondence that was sent to the customer. 

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/14/23 I tried to withdraw money from my account with Robinhood However, The usage of my account was restricted Took 8 hrs for customer service to get back to me After number of transfers to different agents I was told that they will get back to me I cant access my funds , cant transfer back to my bank .They said that my identity needs to be verified After 1 hr on the phone with them I was told they will get back to me I just want to close an account with them and receive my money

  Business Response

  Date: 03/29/2023

  Please see attached correspondence that was sent to the customer. 

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I'm filing a complaint against Robinhood Financial LLC for closing my brokerage account for not giving additional time to cover my negative balance. I have multiple support chats opened with Robinhood to help find a resolution directly with the company, but they refuse to help me as a customer. I'm looking for a resolution with this company, I've been a customer for about 5 years and haven't seen this type of negative experience before.The pandemic caused some degree of hardship for many people including me, I was unable to cover my outstanding balance due to a decrease in work income, but am currently able to make a deposit to help cover the balance, but the company refuses to help with the situation or even find a resolution through support channels. Please help me with a resolution to this issue, although they charged off my outstanding account balance, I should be able to have my account reactivated and make a deposit to cover that outstanding balance which they refuse to help me with or provide support. If they continue to refuse payment from me to cover my deficit account balance for an unknown reason, I'd like my brokerage account reactivated.

  Business Response

  Date: 03/17/2023

  Please see attached correspondence that was sent to the customer.

• Initial Complaint

  Date:03/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone opened a Robinhood account fraudulently using my information.There was no way for me to contact Robinhood without logging into my account -- which I did not have the number for, since it was opened by someone else. No way to contact them by phone, email, chat, or anything else.I had to go through a ridiculous process of VERIFYING the fraudulent account - by taking a picture of my license and other info I felt very uncomfortable sharing - before I could reach any sort of customer service.Since then, they seem to have closed the account but I continue to get automated emails saying that I've failed to provide some requested information on my complaint -- I keep asking WHAT info they need, but just get more automated nonsense responses.It is completely unacceptable that someone who needs to report fraudulent activity with a business has literally no way to do so.

  Business Response

  Date: 03/17/2023

  Please see attached correspondence that was sent to the customer.

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been no response to update phone # and restore access to my account. I am not able to access the app due to this issue. Documentation to update was provided to Robinhood, but no outreach from the company has been made. Need access and resolution.

  Business Response

  Date: 03/28/2023

  Please see attached correspondence sent to the customer. 

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to link my debit card to Robinhood account but I wasn't successful due to a technical issue with Robinhood. My account has been restricted since 3/13/24 due to suspicious activities. I reached out to my financial institution and the transfers which I have requested were rejected by Robinhood. Robinhood requested a picture of my passport and a selfie of my face with three different angles. I have provided on 3/13/23 the requested information to Robinhood and the request have cleared; however, my account continues to have a restricted usage due to suspicious activities. I tried to reach out today to customer support to have my account reinstated for regular trade. I waited 4 hours and no response was given. I did receive an email from Robinhood support requesting from me the same information I provided a yesterday but now they want a copy of my bank statement showing the relationship with Bank account and debit card. The debit card transaction failed and is no longer required as this transaction failed. I requested via email to have a supervisor contact me without any success.Robinhood is clearly violating my rights without due process, explanation or resolution They are also in direct contravention of Securities Exchange Act, CFPB and FINRA regulations and other laws. All I want is my money to meet immediate financial obligations and get out of this below standard brokerage firm.

  Business Response

  Date: 03/28/2023

  Please see attached correspondence sent to the customer. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19594745
  
  I am rejecting this response because:

  
  

  My account still have a restricted access. I cannot transfer funds or trade any securities.  It has been two weeks and I still do not have access to my Robinhood account. Robinhood continues requesting information that I have provided more than once. I want to have access to my Robinhood accounts, move funds and trade securities. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously had an account I want to say a couple years ago and a lot has happened since then. I no longer have access to that email or phone that I used for that account. I tried opening a new account because I'm in a better place and I would like to start investing again. Since my SSN was linked to that old account I couldn't make a new one so I messaged them explaining my situation and they requested some info from me to fix it. Well they refuse to reply back with any kind of information even after a few attempts to get a response. All I want is to get back into my account and start investing. Please help me. This is bogus business.

  Business Response

  Date: 03/17/2023

  Please see attached correspondence that was sent to the customer.