Robinhood Users Say Accounts Were Looted, No One to Call, , on October 9, 2020 at 8:40 pm

Financial News
By
On October 9, 2020
In Financial News
Tags:

(Bloomberg) — It took Soraya Bagheri a day to learn that 450 shares of Moderna Inc. had been liquidated in her Robinhood account and that $10,000 in withdrawals were pending. But after alerting the online brokerage to what she believed was a theft in progress, she received a frustrating email.The firm wrote it would investigate and respond within “a few weeks.” Now her money is gone.Bagheri is among five Robinhood customers who recounted similar experiences to Bloomberg News, saying they’ve been left in limbo in recent weeks after someone sold their investments and withdrew funds. Because the wildly popular app has no emergency phone number, some said they tried in vain to intervene, only to watch helplessly as their money vanished.“A limited number of customers appear to have had their Robinhood account targeted by cyber criminals because of their personal email account (that which is associated with their Robinhood account) being compromised outside of Robinhood,” a spokesman for the company said in an email. “We’re actively working with those impacted to secure their accounts.”The issue didn’t stem from a breach of Robinhood’s systems, the spokesman said.SEC, FinraBagheri, a Washington attorney, and three other Robinhood users said they also contacted authorities including the Securities and Exchange Commission and the Financial Industry Regulatory Authority. Two of those customers said they have heard back from an official at the SEC seeking more information.Finra and the SEC declined to comment.Robinhood, founded seven years ago and based in Menlo Park, California, has exploded in popularity this year as millions of Americans stuck at home — including throngs of millennials — look to make some money during a pandemic that has sent stock prices swinging. But the no-fee brokerage app has also attracted consumer complaints, with novice investors confused by the vagaries of stock options and margin loans.Now, even though the firm said this year that it has more than doubled its customer-service team, clients complain they’re struggling to get quick help when their funds are disappearing.“They don’t have a customer service line, which I’m quite shocked about,” Bagheri said.‘Mental Stress’Pruthvi Rao, a Chicago software engineer, said his account was hit on Oct. 6. His bet on Netflix Inc. was liquidated and $2,850 was soon withdrawn. He said he’s sent more than a dozen emails to Robinhood’s customer support address, and that he even tried messaging some of the brokerage’s executives on LinkedIn.“I’m in tremendous mental stress right now because this is all of my savings,” said Rao, 36, whose account was frozen by Robinhood in response to the fraudulent activity. He said Robinhood contacted him on Friday and unlocked the account after sending several emails late Thursday asking for help.Rao showed Bloomberg the same emailed response from Robinhood that Bagheri received. “We understand the sensitivity of your situation and will be escalating the matter to our fraud investigations team,” Robinhood customer service agents wrote them. “Please be aware that this process may take a few weeks, and the team working on your case won’t be able to provide constant updates.”Rao said he had previously set up two-factor authentication to access his account, and Bagheri said she’s certain her Robinhood password is unique from all others, including her email. Neither believed they had been duped by phishing scams or malware. Both said they use the same email for Robinhood and other accounts, and that only Robinhood has been affected.“Unfortunately, it’s a common occurrence that online accounts of monetary value are bought, sold and traded by cyber-criminals,” said Mark Arena, CEO of Intel 471, which monitors activities of digital criminals. “This shows the importance of people practicing common information-security hygiene such as not re-using the same password across multiple accounts and enabling two-factor authentication, which Robinhood supports.”Stock, BitcoinThey also said Robinhood’s online portal showed their money went to a recipient at Revolut, another popular financial-technology startup. London-based Revolut, which offers a money transfer and exchange app, expanded to the U.S. this year.“Revolut has been made aware of the issue and is investigating urgently,” a company spokesman said Friday in an email.Bill Hurley, who owns a metal-fabrication shop in Windsor, Connecticut, said he received notifications that stock and Bitcoin had been sold from his account on Sept. 21, and that $5,000 was transferred to Revolut accounts in two transactions. He said he emailed Robinhood for assistance while the transactions were pending but received none.“They’ve had more than enough time to deal with this,” he said.Hurley, 56, said he reached out to the SEC and heard back from a lawyer for the regulator, who asked for additional information on what had happened.After more than two weeks of emails seeking help from Robinhood, a customer support representative called him on Thursday, he said.(Updates with cyber-security expert comment in 15th paragraph. A previous version of this story corrected Rao’s age.)For more articles like this, please visit us at bloomberg.comSubscribe now to stay ahead with the most trusted business news source.©2020 Bloomberg L.P.,

Robinhood Users Say Accounts Were Looted, No One to Call(Bloomberg) — It took Soraya Bagheri a day to learn that 450 shares of Moderna Inc. had been liquidated in her Robinhood account and that $10,000 in withdrawals were pending. But after alerting the online brokerage to what she believed was a theft in progress, she received a frustrating email.The firm wrote it would investigate and respond within “a few weeks.” Now her money is gone.Bagheri is among five Robinhood customers who recounted similar experiences to Bloomberg News, saying they’ve been left in limbo in recent weeks after someone sold their investments and withdrew funds. Because the wildly popular app has no emergency phone number, some said they tried in vain to intervene, only to watch helplessly as their money vanished.“A limited number of customers appear to have had their Robinhood account targeted by cyber criminals because of their personal email account (that which is associated with their Robinhood account) being compromised outside of Robinhood,” a spokesman for the company said in an email. “We’re actively working with those impacted to secure their accounts.”The issue didn’t stem from a breach of Robinhood’s systems, the spokesman said.SEC, FinraBagheri, a Washington attorney, and three other Robinhood users said they also contacted authorities including the Securities and Exchange Commission and the Financial Industry Regulatory Authority. Two of those customers said they have heard back from an official at the SEC seeking more information.Finra and the SEC declined to comment.Robinhood, founded seven years ago and based in Menlo Park, California, has exploded in popularity this year as millions of Americans stuck at home — including throngs of millennials — look to make some money during a pandemic that has sent stock prices swinging. But the no-fee brokerage app has also attracted consumer complaints, with novice investors confused by the vagaries of stock options and margin loans.Now, even though the firm said this year that it has more than doubled its customer-service team, clients complain they’re struggling to get quick help when their funds are disappearing.“They don’t have a customer service line, which I’m quite shocked about,” Bagheri said.‘Mental Stress’Pruthvi Rao, a Chicago software engineer, said his account was hit on Oct. 6. His bet on Netflix Inc. was liquidated and $2,850 was soon withdrawn. He said he’s sent more than a dozen emails to Robinhood’s customer support address, and that he even tried messaging some of the brokerage’s executives on LinkedIn.“I’m in tremendous mental stress right now because this is all of my savings,” said Rao, 36, whose account was frozen by Robinhood in response to the fraudulent activity. He said Robinhood contacted him on Friday and unlocked the account after sending several emails late Thursday asking for help.Rao showed Bloomberg the same emailed response from Robinhood that Bagheri received. “We understand the sensitivity of your situation and will be escalating the matter to our fraud investigations team,” Robinhood customer service agents wrote them. “Please be aware that this process may take a few weeks, and the team working on your case won’t be able to provide constant updates.”Rao said he had previously set up two-factor authentication to access his account, and Bagheri said she’s certain her Robinhood password is unique from all others, including her email. Neither believed they had been duped by phishing scams or malware. Both said they use the same email for Robinhood and other accounts, and that only Robinhood has been affected.“Unfortunately, it’s a common occurrence that online accounts of monetary value are bought, sold and traded by cyber-criminals,” said Mark Arena, CEO of Intel 471, which monitors activities of digital criminals. “This shows the importance of people practicing common information-security hygiene such as not re-using the same password across multiple accounts and enabling two-factor authentication, which Robinhood supports.”Stock, BitcoinThey also said Robinhood’s online portal showed their money went to a recipient at Revolut, another popular financial-technology startup. London-based Revolut, which offers a money transfer and exchange app, expanded to the U.S. this year.“Revolut has been made aware of the issue and is investigating urgently,” a company spokesman said Friday in an email.Bill Hurley, who owns a metal-fabrication shop in Windsor, Connecticut, said he received notifications that stock and Bitcoin had been sold from his account on Sept. 21, and that $5,000 was transferred to Revolut accounts in two transactions. He said he emailed Robinhood for assistance while the transactions were pending but received none.“They’ve had more than enough time to deal with this,” he said.Hurley, 56, said he reached out to the SEC and heard back from a lawyer for the regulator, who asked for additional information on what had happened.After more than two weeks of emails seeking help from Robinhood, a customer support representative called him on Thursday, he said.(Updates with cyber-security expert comment in 15th paragraph. A previous version of this story corrected Rao’s age.)For more articles like this, please visit us at bloomberg.comSubscribe now to stay ahead with the most trusted business news source.©2020 Bloomberg L.P.

,

Instant Quote

Enter the Stock Symbol.

Select the Exchange.

Select the Type of Security.

Please enter your First Name.

Please enter your Last Name.

Please enter your phone number.

Please enter your Email Address.

Please enter or select the Total Number of Shares you own.

Please enter or select the Desired Loan Amount you are seeking.

Please select the Loan Purpose.

Please select if you are an Officer/Director.

High West Capital Partners, LLC may only offer certain information to persons who are “Accredited Investors” and/or “Qualified Clients” as those terms are defined under applicable Federal Securities Laws. In order to be an “Accredited Investor” and/or a “Qualified Client”, you must meet the criteria identified in ONE OR MORE of the following categories/paragraphs numbered 1-20 below.

High West Capital Partners, LLC cannot provide you with any information regarding its Loan Programs or Investment Products unless you meet one or more of the following criteria. Furthermore, Foreign nationals who may be exempt from qualifying as a U.S. Accredited Investor are still required to meet the established criteria, in accordance with High West Capital Partners, LLC’s internal lending policies. High West Capital Partners, LLC will not provide information or lend to any individual and/or entity that does not meet one or more of the following criteria:

1) Individual with Net Worth in excess of $1.0 million. A natural person (not an entity) whose net worth, or joint net worth with his or her spouse, at the time of purchase exceeds $1,000,000 USD. (In calculating net worth, you may include your equity in personal property and real estate, including your principal residence, cash, short-term investments, stock and securities. Your inclusion of equity in personal property and real estate should be based on the fair market value of such property less debt secured by such property.)

2) Individual with $200,000 individual Annual Income. A natural person (not an entity) who had individual income of more than $200,000 in each of the preceding two calendar years, and has a reasonable expectation of reaching the same income level in the current year.

3) Individual with $300,000 Joint Annual Income. A natural person (not an entity) who had joint income with his or her spouse in excess of $300,000 in each of the preceding two calendar years, and has a reasonable expectation of reaching the same income level in the current year.

4) Corporations or Partnerships. A corporation, partnership, or similar entity that has in excess of $5 million of assets and was not formed for the specific purpose of acquiring an interest in the Corporation or Partnership.

5) Revocable Trust. A trust that is revocable by its grantors and each of whose grantors is an Accredited Investor as defined in one or more of the other categories/paragraphs numbered herein.

6) Irrevocable Trust. A trust (other than an ERISA plan) that (a)is not revocable by its grantors, (b) has in excess of $5 million of assets, (c) was not formed for the specific purpose of acquiring an interest, and (d) is directed by a person who has such knowledge and experience in financial and business matters that such person is capable of evaluating the merits and risks of an investment in the Trust.

7) IRA or Similar Benefit Plan. An IRA, Keogh or similar benefit plan that covers only a single natural person who is an Accredited Investor, as defined in one or more of the other categories/paragraphs numbered herein.

8) Participant-Directed Employee Benefit Plan Account. A participant-directed employee benefit plan investing at the direction of, and for the account of, a participant who is an Accredited Investor, as that term is defined in one or more of the other categories/paragraphs numbered herein.

9) Other ERISA Plan. An employee benefit plan within the meaning of Title I of the ERISA Act other than a participant-directed plan with total assets in excess of $5 million or for which investment decisions (including the decision to purchase an interest) are made by a bank, registered investment adviser, savings and loan association, or insurance company.

10) Government Benefit Plan. A plan established and maintained by a state, municipality, or any agency of a state or municipality, for the benefit of its employees, with total assets in excess of $5 million.

11) Non-Profit Entity. An organization described in Section 501(c)(3) of the Internal Revenue Code, as amended, with total assets in excess of $5 million (including endowment, annuity and life income funds), as shown by the organization’s most recent audited financial statements.

12) A bank, as defined in Section 3(a)(2) of the Securities Act (whether acting for its own account or in a fiduciary capacity).

13) A savings and loan association or similar institution, as defined in Section 3(a)(5)(A) of the Securities Act (whether acting for its own account or in a fiduciary capacity).

14) A broker-dealer registered under the Exchange Act.

15) An insurance company, as defined in Section 2(13) of the Securities Act.

16) A “business development company,” as defined in Section 2(a)(48) of the Investment Company Act.

17) A small business investment company licensed under Section 301 (c) or (d) of the Small Business Investment Act of 1958.

18) A “private business development company” as defined in Section 202(a)(22) of the Advisers Act.

19) Executive Officer or Director. A natural person who is an executive officer, director or general partner of the Partnership or the General Partner, and is an Accredited Investor as that term is defined in one or more of the categories/paragraphs numbered herein.

20) Entity Owned Entirely By Accredited Investors. A corporation, partnership, private investment company or similar entity each of whose equity owners is a natural person who is an Accredited Investor, as that term is defined in one or more of the categories/paragraphs numbered herein.

Please read the notice above and check the box below to continue.

Singapore

168 Robinson Road,
Capital Tower, Singapore 068912
+65 3105 1295

Taiwan

5th Floor, No. 1-8, Section 5, Zhongxiao East Road, Taipei

Hong Kong

R91, 3rd Floor,
Eton Tower, 8 Hysan Ave.
Causeway Bay, Hong Kong
+852 3002 4462

Australia

44 Martin Place, Sydney 2000 Australia
+02 8319 3232

Indonesia

Millennium Centennial Center, 38th Floor, Jl. Jend. Sudirman Kav. 25
Jakarta 12920, Indonesia

Market Coverage