Consumer complaint received 2022-02-02
Company: MoneyLion Inc.
State: IA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
So I initially started my relationship with money lion by becoming a XXXX XXXX for $ XXXX for access to the Instacash and credit builder feature just because the app seemed to have so many benefits. 

I tried to sign up for a roar money account repeatedly, but it was giving me an error. More than likely due to a weird botched address. I went through various calls ( XXXX or XXXX ) to try to resolve the error message and get the address updated but to no avail. I have been sending messages intermittently to their absymal email support team who claims the issue had been sent to engineering but no avail. Such slow and endless chains of emails with no resolve. I've been down this road before. 

So finally on XX/XX/22 I called customer care to get my address updated and during this process the agent had me submit a document to upload to prove my address. It was a statement from XXXX of my other credit accounts. 

I finally get it updated. It reflects in the app, I go in and wow!!! It lets me open a XXXX account, so I'm excited. I setup a virtual card and then want to order a physical card of course, cause I want the XXXX up to {$1000.00} feature of your direct deposit or qualifying income. 

Well, you need to add funds. Mind you, I've got XXXX XXXX already, XXXX, MoneyLion XXXX, a current address on file, a document sent to verify and update it and I've got the roar account opened now. So I think it's cool. 

Nope, it wants me to upload front and back of ID- which was absolutely terrible due to the fact it makes you use the limited resolution camera via the apps camera rather than using your own full resolution picture. It's glaring all around but I finally manage to get some legible pictures. They review it momentarily of course, and it takes me to a screen to add funds. I enter {$1.00} ( something small until I switch my DP to XXXX  ) - let me tell you guys... .it now won't let me add money because they're " ... looking out for me '' according to the message. 

So now, I've got XXXX access, I've got a XXXX  XXXX  loan with a reserve balance, I've got a MoneyLion XXXX  membership, I've got an updated address verified directly by using a picture of a statement I received in the mail the last XXXX  days and ABSOLUTELY no way to add money to the account for " my protection ''. They let me open up all this other XXXXt and now I can't add money for my protection? Unacceptable. If it was fraudulent my identity would have already been compromised messing around with them. It's a feeble attempt at security since I've already opened XXXX products. Yes my ID is from a different state. I'm from Florida thanks. I can send anything they need and have and they still can't get this right! I am so over it. I just wan na be able to add funds and for them to stop sending me in circles with absymal support and get a handle on actually have real escalation procedures and US based service. 

Great idea, terrible execution! 

Oh yeah, I called customer care AGAIN on XX/XX/22 to tell them about the issue with adding money and their only solutions were to... Wait XXXX hrs and try again, ( not doing that bc that's what they told me about the address update that was very d*mn simple that took an ungodly amount of contacts ) attempt to add money from XXXX by adding cash to my XXXX from a different bank, then adding the virtual card they'll apparently allow me to use even though they won't mail me a physical f*cking card - and then paying a fee to add money/deposit into my XXXX from XXXX, and logout and login/uninstall and reinstall the app. The the XXXX option is so useless because it has nothing to do with the app not working. 

I just want them to actually get a handle on their s*it. You don't let people open multiple products then deny them for security verification. Believe me, I'd have submitted all this XXXX beforehand. I regret getting this far and not giving up on this company but I want my XXXX deposit and I want my Instacash increase! Come on!!! Help me!!

Company response to consumer: Closed with non-monetary relief