Consumer complaint received 2020-11-11
Company: MoneyLion Inc.
State: ID
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, I was paid by my employer, Disaster Response, and was currently living in XXXX, Idaho. On that same day, I was moving from XXXX to XXXX, Idaho ( which is a 2 hour drive with NO cell service ). It was my last day of work with that employer, and I got off early to move to XXXX. After being paid, a repayment to my bank was charged to my account of {$350.00}, which was authorized. I also transferred {$500.00} to XXXX XXXX, which was also authorized. I got food for the drive to XXXX at XXXX XXXX XXXX in the amount of {$32.00}, and then spent {$7.00} and {$38.00} on a beverage and filling up with gas at XXXX  XXXX in XXXX. The transaction for {$38.00} was my last authorized transaction that day. 

While I was driving to XXXX, Idaho ( out of cell service ), there were 9 UNAUTHORIZED transactions for various amounts, that COMPLETELY drained my bank account. I did not know this happened as I was out of cellular service until I arrived at my storage unit in XXXX, Idaho and tried to pay for my new storage unit. Once that transaction was declined, I looked at my bank and saw that all my money was gone ( totaling {$650.00} taken from me unauthorized ). Every one of these transactions on my account says " XXXX  XXXX XXXX ''. These were within MINUTES of each other. 

Transaction 1 : - {$9.00} - XX/XX/XXXX at XXXX Transaction 2 : - {$50.00} - XX/XX/XXXX at XXXX Transaction 3 : - {$50.00} - XX/XX/XXXX at XXXX Transaction 4 : - {$50.00} - XX/XX/XXXX at XXXX Transaction 5 : - {$100.00} - XX/XX/XXXX at XXXX Transaction 6 : - {$100.00} - XX/XX/XXXX at XXXX Transaction 7 : - {$95.00} - XX/XX/XXXX at XXXX Transaction 8 : - {$100.00} - XX/XX/XXXX at XXXX Transaction XXXX : - {$100.00} - XX/XX/XXXX at XXXX The account these transactions were taken from is my primary checking account. My bank issued me a physical debit card and a virtual debit card linked to this account. I use my virtual debit card for things like XXXX XXXX, and online purchases. It was my virtual debit card that was used somehow for these unauthorized transactions to my account. 

I tried to immediately get in contact with my bank, MoneyLion ( XXXX account operated under XXXX ). It was too late on a Friday by the time I got to XXXX ( as they are Eastern Time ), and their fraud/claims department was not open. I could not start a live chat with them at this time either, so I had to wait until Monday, XX/XX/XXXX. 

On Monday, XX/XX/XXXX, I contacted my bank via telephone to report these unauthorized transactions. They stated that they opened a claim, and that I had to fill out a form and return it to them. I did fill out this form, and return it to them same day with all required information. They stated it would take between 5-10 business days to resolve this, and they did not credit me ANY temporary funds, leaving me with NO money besides using their InstaCash feature through their bank to get by, since my account was completely drained. I waited after returning the form, and did not receive any confirmation by email or to my bank account app, or by any method that my claim was received, open, or anything. I did not receive even a claim # or any information to check back on the status.

Due to COVID, my bank is recommending to contact them through their live chat feature on their website. I frequently chatted with them using this feature to try to get updates regarding my claim. They kept telling me it was 'under investigation ' but with no further information. They once told me it could take up to 45 days. I finally received a letter of determination on XX/XX/XXXX saying that they do not see that any error has occured, and no funds will be credited to my account and that the case is now marked as closed. They said I have to request documents from them if I want further information about the claim, so today on XX/XX/XXXX I am trying to request those documents from them. 

I am severely disappointed in my bank for not taking care of this. I was out of cell service, driving when these transactions happened. I later found out after investigating that these charges came from " XXXX ''. I have an account on XXXX to support a couple of my friends that use that site. My virtual card that was hacked was the card linked to XXXX, but I would NEVER spend {$660.00} and drain my own bank account on this site. I logged into my XXXX account after realizing all this had happened, and took a screenshot of the " Login Sessions '' page. This showed that someone in the XXXX XXXX was logged into my account and had hacked my account on the XX/XX/2020. It also shows my phone at the time as " Online '', because I was clearly checking out my account to see what happened. There were inappropriate messages from a MAN to women on this site and whoever hacked my account used this money to purchase a TON of videos from women on XXXX. 

I even reached out to XXXX support, and didn't even get a single reply back from them after providing information and screenshots about my bank account and what happened. They still have not replied to this day. I am also able to see on XXXX that there were many transactions later in the evening on XX/XX/XXXX that were declined, since my bank was already drained from earlier that day. They used my card to buy credits that could be redeemed for whatever videos on the site that day. You can see some transactions that went through, but that's because they added money to my " wallet '' on XXXX using my card. There is still an available wallet balance of more than {$150.00} in that account, that XXXX will not give back to me even after opening a support ticket with them. No one will help me, and {$660.00} is a large amount of money for anyone to have stolen from them. 

I don't know what else to do, so I'm hoping filing this claim with CFPB helps. I'm in desperate need of help as I don't know where to turn to get this money back, and I think it's completely wrong for my bank to not investigate this further. They wouldn't even allow me to provide all the documentation that I am attaching and providing here. They didn't ask for ANY of this, or even look at it.

Company response to consumer: Closed with explanation