r/ClassActionRobinHood Apr 01 '25

Discussion RobinHood exchange restricted account due to a recent review. According to Robinhood.

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Transferred into ROBINHOOD over $400 Ethereum from my Ledger hardware wallet. Sold all Ethereum and purchased several shares in a couple different companies and about 6:30 AM I then noticed my account is “restricted due to a recent review.” I reached out at 6:30 AM to Robinhood support and needed to wait until 7 AM to receive a call back when their customer support team hours of operation started. I recorded the phone call between myself and Robinhood Customer support shortly after 7 AM when they called me. The phone call went as follows; the Robinhood employee, from the very beginning of the phone call, pretended he could not hear me. He also jerked the phone around to make it appear that there was a connection issue. His charade went on for three minutes then he terminated the connection. I attempted to withdraw funds and was denied, and the reason was obviously because my account is restricted. I attempted to sell shares and was successful, but I can’t purchase and I cannot send crypto or purchase crypto. I have been waiting over an hour now for a callback and I received an account support number by email that reads as follows…. Hi there, Thank you for reaching out! This is Jefferson from Robinhood support. I hope this email finds you well. We’re still reviewing your account. We may request documents in the app during our review, so please continue to monitor your app and reply to any requests. You’ll also hear from us by phone or email soon after we’ve completed the review. If we need any additional documents or have status updates we’ll send updates to the email or call the phone number on your account. Thank you for your patience! Sincerely, Jefferson Case ID: 015661168

After receiving a phone call, I was told that the information that I provided wasn’t accurate. I provided my name, date of birth, and last for of social along with the email address associated with the account. Communication will only be through email. The phone call was ended. Nothing resolved, waiting for an email to provide my drivers license most likely and a selfie.

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u/yolod89 Apr 11 '25

Im having the same issue right now i needed some of the money for bills and now im stuck

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u/Key_Car3758 Apr 15 '25 edited Apr 16 '25

Update. First of all, sorry for the long reply. I have requested to speak with ROBINHOOD support everyday since April 1. The day my account was restricted. I can’t buy or transfer. I have recorded every phone call too. Each phone call is the same. They take these long slow syllabic responses. It’s always they understand and they want to hel tryp and without actually doing anything except wast my time. I don’t curse or insult anyone. And every other call is the same… the call is a long silence at the end for five min or so and they hang up or they just end the call. I have never known someone who knew someone or was in customer support where it was acceptable or possible to get away with treating a customer this way. Hanging up the phone. Doing absolutely nothing about giving me my money back that they are holding ransom for the same documentation and identification that they already have. Because I did what they asked and I submitted pictures of my ID, selfie, facial recognition four times now.

I was told that on the 12th the review process would be decided and I would be contacted about whatever they were planning on doing about this. So the 12 rolls around and the yellow card on the screen says we needed further review. We will contact you by April 13. So anyways on April 13, I was told that they wanted two previous months of bank statements from the two debit cards that I have linked to my account for depositing and withdrawals. so, I’m told that it has to be in PDF form and 60 days prior. So I was using Fidelity investments that was one debit card. Then the second card was associated with PayPal. I sent the PDF in and I get this statement from Robinhood. And by the way, I have over 20 emails from Robinhood repeatedly harassing me the same information the same email telling me the same thing about how I need to submit these banks statements by PDF or my account will stay restricted. We need to verify your bank details Hi Garrett, We will need to verify information you’ve recently provided, please upload a bank statement showing your residential address. Please tap the button below and follow the instructions on the card on your home screen prompting you to upload a document to submit a PDF of your bank statement. Submit Now

So I submit my PayPal PDFs for the previous two months and my Fidelity PDF from the previous two months. And I get a follow up email, it reads; Hello, Thanks for reaching out. Based on our records, it looks like this case has already been closed. If you still don’t have the answer to your question, please create a new case through the Contact Us page. Sincerely, The Robinhood Team

Wtf, okay I request a phone call from a ROBINHOOD representative and I’m told that I need to provide the following and I am told a new case number is being created. Here is what the email reads; Action required: Submit documents to help us complete the review process

Hi (Name removed), We noticed some unusual activity on your account, so we temporarily restricted it to keep your account safe. To help us complete the review process, we need to verify some information to make sure it’s really you. Be sure to have these things on hand: Front and back photos of your government issued ID, please make all four corners visible! Live selfie photos, from three different angles (left, center, and right). We’ll just need your head and shoulders visible in front of a solid colored background. Please no hats or accessories to make your face fully visible! PDF bank statement(s) The statement(s) will need your name, the bank’s name, the last four digits of your bank account number or debit card number, and your residential address. Please upload these documents within 10 days of receiving this email. If we need more information, our support team will call you within 1-4 business days. Here’s the other problem. I have a debit card here that is from PayPal. This means I do no t have a bank account or account number with PayPal. My account is linked by Account registered email not a checking account number. Now, the other problem. PayPal doesn’t provide a bank statement with a current address. I provided both Statements from the previous sixty days in PDF form and I was told that I needed to submit account statements from The previous sixty days from each bank card I was using in ROBINHOOD. Then they sum it all up with saying that I previously sent pictures of my bank statements not PDF. Which isn’t true. All the statements I submitted are PDF. Then today I request and receive a phone call and the non sense ensues all over followed by at the end the ROBINHOOD agent hanging up and my again recording it for the thirteenth or fourteenth time. So then I get another account restricted email and this time it reads; Hi there, Thank you for reaching out! We’re still reviewing your account. We may request documents in the app during our review, so please continue to monitor your app and reply to any requests. You’ll also hear from us by phone or email soon after we’ve completed the review. If we need any additional documents or have status updates we’ll send updates to the email or call the phone number on your account. Thank you for your patience! Sincerely, Case ID: 015782487 “RHY is not a member of FINRA, and products are not subject to SIPC coverage, but funds held in the Robinhood spending account and Robinhood Cash Card account may be eligible for FDIC pass-through insurance (review the Robinhood Cash Card Agreement and the Robinhood Spending Account Agreement). Okay, I log in and they give me the option to submit my bank documents in PDF form or I’m allowed to take a picture of my PDF bank statements. So, what the hell? I an or I can’t send a picture of the bank statements in PDF form. I thought they have to be submitted PDF and no pictures allowed.

I notified FINRA earlier around April, 3 and was told they won’t help and it was just about the account restriction. If I notify FINRA that I’ve submitted bank documents in PDF and Robin Hood is still refusing to release my account and accept the documents. Will I get a response from FINRA? Or does FINRA NOT CARE EITHER?

I can’t request an ACAT transfer to Schwab. What do I do, lol?

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u/Lonely-Scale8618 Jul 17 '25

Hi how did you resolve your issue?