My complaint:
Hello Robinhood Investor Relations,
I was an early adopter of the Robinhood platform I think it may have been 2017 or even earlier. I also invest using other platforms from time to time. Recently I had an experience with Robin Hood that I am just unclear how a company could let this state of affairs exist and be competitive in today’s marketplace.
My account had become inactive over the last several months and my email server changed, thus I did not have access to my email account associated with Robinhood and therefore could not get into the app nor was I able to gain web access. It’s a little tough to use a platform if you can’t gain access.
After multiple attempts prior to Jan 28th I was able to get a response from customer service. The attachments of correspondence are in reverse chronological listing of our emails between each other – it has been since January 28th and I am still unable to gain access to my account. If the folks in investor relations feel that this behavior is representative of the company as a whole that will truly be a turning point in our relationship.
I have submitted multiple photographs, Social Security information, multiple identification cards, answered every question that I was asked all without anything to show for it directly related to an extremely poor ID verification process at Robinhood. The issue is been complicated by a lack of effort on the part of customer service technicians to actually review the history of the case prior to sending out a response. What I needed and what was wrong was always outlined in an easy to understand manner yet instead of getting a focused response I was just given generalized script answers.
The idea that you’re sending out a link to verify my new email seems pretty worthless as we have been communicating for the past two weeks using that email. Not only that you send a link that expires in a short period of time, it may come as a surprise but individuals have a life outside of trying to deal with customer service at Robinhood and I may not check my emails until the next day or even later.
I would hope that someone from the company can answer my concerns as to why such a user hostile environment has been set up. Don’t fall back on the excuse that this is for my safety or my security as there are much better ways to do this then pick arbitrary pictures, arbitrary documents, selfies and a host of other things to verify my identity none of which are industry standards.
Suggested solution:
Email reset to new email as requested
If the verification link is sent notify me with the text or some other form of communication so I know that it is a time sensitive link.
Why not use another form of account ID then email?