Credit card -- Problem with a purchase shown on your statement -- Complaint #18550104

Complaint Overview

Complaint ID: 18550104

Company: Robinhood Markets INC.

Product: Credit card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Sub-Issue: Card was charged for something you did not purchase with the card

State: New Jersey

ZIP Code: 07047

Date Received: 2026-01-07T12:00:00-05:00

Date Sent to Company: 2026-01-07T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On or before XX/XX/year>, my physical credit card was lost. At that time, I secured the online/virtual card through the app as a precaution, even though the virtual card is separate from the physical card and was not the source of the unauthorized activity. After reviewing my account, I discovered multiple unauthorized in-person transactions made using the physical card that occurred between XX/XX/year> and XX/XX/year>, totaling {$1300.00}, across multiple merchants. I did not make, authorize, or approve any of these charges. After discovering the unauthorized transactions, I promptly reported the fraud to Robinhood and initiated the dispute process. During the initial submission, there was some confusion and not all details or transactions were fully reflected at first. After realizing this, I followed up with Robinhood through multiple emails to correct the record, clarify that the physical card had been lost, and provide a complete and consistent explanation of the unauthorized transactions. During these follow-ups, I also requested that the physical card be locked and a replacement card issued. XXXX of the reasons I requested this action through Robinhood rather than immediately using the in-app replacement option was to avoid using my XXXX free replacement, as subsequent replacements incur a {$40.00} fee. Despite these requests, the physical card was not promptly locked, and I was later instructed by Robinhood to request the replacement myself through the app, which required me to use my XXXX free replacement. Despite clarifying the situation in writing and requesting escalation and review, the disputes and appeal were denied. XXXX stated reason for denial was that there were no attempted transactions after the card was locked, which does not indicate authorization and does not negate the fact that the physical card was lost and used prior to being secured. Additional stated reasons for denial included app activity and statements from customer interaction / contradictions in customer statements, despite my consistent clarification that the unauthorized transactions were in-person charges made with the lost physical card. Because the physical card was not promptly locked after the loss was reported, there was a risk that additional unauthorized charges could have occurred, exposing me to further potential losses. I have since filed a report with the FBIs Internet Crime Complaint Center ( IC3 ) to formally document the loss of the card and the unauthorized transactions. I am submitting this complaint because the charges remain on my account despite being unauthorized. In the meantime, I will pay the amount owed to avoid any additional interest or negative impact to my credit, with the expectation that these funds will be reimbursed once the unauthorized nature of the transactions is properly recognized.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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