Consumer complaint received 2019-07-12
Company: MoneyLion Inc.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
MoneyLion is not honoring the checking account bonus they advertised. MoneyLion offered a bonus for initiating a direct deposit. They advertised a 17 % bonus on your first direct deposit. If you set up direct deposit, opted into the promotion, and kept your direct deposit going for 90 days, they would give you a bonus of 17 % of your first direct deposit ( up to {$590.00} ). I did all of these things, and was told I'm 'not on the list ' for the bonus. 
Background : I opened a new checking account on XX/XX/2019, set up direct deposit, and my first direct deposit for {$3500.00} went into my MoneyLion account on XX/XX/2019. The following day, XX/XX/XXXX, I got an opt-in message in the app, which I clicked on. Then I continued with the same direct deposits for 90 days - {$3500.00} each time on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. After the 90 days were up, I called in to inquire about the bonus ( XX/XX/XXXX ), and was told I'm 'not on the list '. I have fulfilled all of the requirements but they said they don't see where I didn't opted into the promotion. But I did opt in - I have a screen shot of the promotion from their app which came the day after my first direct deposit that shows the opt-in offer. I clicked that button back in XXXX and have kept my twice-a-month direct deposit for the same amount for 90+ days. I've called 3 times and been told I'm 'not on the list ' and there's no way to fix it. I think their technology didn't work correctly and sign me up when I opted in. If you review the comments on their own blog, there are several people who say they signed up and didn't get the bonus. In addition, their technology/app has a LOT of complaints online about it kicking people out, not processing promised bonuses, glitching and not making automated payments, not allowing people to log in, etc. In the end, they said there's no way I clicked the opt-in button because it doesn't show it on their end. That just means their technology failed because I did opt in, but apparently was supposed to get a confirmation email ( which I didn't ). But I can't prove a negative - I can't prove i hit the button but they're system didn't register it. This bank is saying their technology is foolproof, and 'no one else ' has had this problem ( per XXXX on XX/XX/XXXX ), so it's my error not theirs. 

I have been very proactive and precise about fulfilling the requirements of the promotion. I double checked everything and called in a couple of times to check on status prior to the 90 days. Each time they told me 'as long as you opted in, you're fine, it will come in 90 days ', but offered me no way to check status. When I called in after 90 days ( XX/XX/XXXX, spoke wXXXX and XX/XX/XXXX, spoke with XXXX ) to inquire on the status, I was told different stories by different reps. One rep told me she could only check 'one list ' and someone else would have to check the others. Then I got a voicemail and email ( XX/XX/XXXX and XXXX ) stating I'm 'not on the list '. The customer service rep I spoke with XX/XX/XXXX ( XXXX ) said their app works 100 % of the time, there's 'no way ' for them to have missed my opt-in. But also, there's no way to fix it or opt-in now ( if for some reason I missed it then, why can't I opt in now? Nope, impossible, he said ).  So according to their customer service line, there is precisely one chance to opt-in for this promotion, their system is perfect and never misses it if you click the button, and if I'm not on the list, it's my fault. They aren't disputing anything else about the promotion ( they've had $ 7000+ of my money each month ), but they didn't register my opt-in 'transaction ' and somehow that's my fault. Why would I go to all of this trouble if I didn't choose to 'opt-in '?? They offered no remediation, no way to take a path to make it right, just assurances their technology never makes mistakes so there's nothing to fix. 

I think this is a scam to get people 's money deposited with their bank with false promises. They weren't expecting people to actually deposit large amounts to trigger the max {$590.00} ( which I did ). I would like help in getting this bank to deliver on their advertised promotion.

Company response to consumer: Closed with explanation