Consumer complaint received 2023-03-31
Company: MoneyLion Inc.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Email sent to MoneyLion today : Then they emailed me back almost instantly and said no error found and will not refund my money even though its clearly fraudulent and most of the information I received about the transaction came from their customer service associates such as ; unusual logins in my account, the number change, the virtual card change, all of those things point that someone hacked my accounts and got my information and illegally made purchases using my account. 


To say the least I am not exactly sure why I need to send over any additional information about this fraudulent activity as it is because everyone that works at money lion and the merchant that was involved they can all clearly see that this was fraudulent activity. I have not filed a police report as of yet because I wasnt aware that I was going to have to go that far with this. I figured my bank representatives would be able to clearly see the fraud that has taken place based on the things that you can already see on the account. Your customer service representatives can sure see it. On XX/XX/21 I received the email that was a phishing scam where they posed as MoneyLion and asked me to verify recent transactions or my account would be deactivated, I had been spending money more frequently since I had just received my income tax money so I didnt think it was unusual for the bank to ask me to verify my transactions. I clicked on the link in the email and it took me to the login screen for money lion so I logged onto the money lion website and it took me directly to the home page. Immediately after doing that when I wasnt prompted to actually verify any transactions I opened the money lion app and I started a chat with a representative asking them if it was actually MoneyLion who sent me the email because I felt like my account was just compromised. Your representative told me that he didnt see anything unusual and my account was still secure but that I could call customer care team for additional information if anything suspicious happened. Literally a couple hours later those two large purchases came out of my checking account, I contacted money lion immediately after seeing those transactions and advised you all that those were not my transactions I didnt make those purchases and asked you to cancel the transaction. You all proceeded to tell me those transactions needed to post before you can dispute transactions before I could do anything about it, so I had to wait another day or two for the transactions to post to my account. Then as soon as they post him, I called XXXX. I just paid the transactions and said that they want my transactions your representative look at my account, saw that there was unusual activity on my account and unusual login in my account at the same time those purchases were made, having a phone number changed on my account at The same time those purchases happened and a new virtual card number was made the same time those purchases happened. I dont use my virtual card with money line, I dont use it, Ive only used my physical card for purchases including online purchases. The only purchases on that virtual card were those two purchases. After speaking with merchant I was told Those purchases were done in store at the merchant location in XXXX Washington escape outdoors. However, I live in the state of Arizona and on XXXX XXXX I was in the state of Arizona I was not in Washington, Ive never been to Washington. The purchases were done in-store with tap to pay on their phone and they used my virtual card to do so, but I wasnt there so I didnt make those purchases and the merchant can tell you that those purchases were made in store and I can prove to you that I was in the state of Arizona on the XXXX of XXXX because I was working. so right there shows you that its fraudulent charges so maybe you guys should contact the merchant at escape out doors in XXXX Washington and asked to speak to XXXX the XXXX and hell tell you that the purchases were made in store and even the merchant can clearly tell that these charges were fraudulently taken from my account. So to answer your questions no I have not filed police report yet however I am in process of filing a report with the Consumer Financial Protection Bureau who will be publishing this entire ordeal on consumerfinance.gov which is going to outline every detail of this process and what MoneyLion has done to me, their long term account holder. How much more information do you actually need to see that this was absolutely fraudulent?? Most of the proof is in your actual system. Unusual logins to my account, change of phone number, change of virtual card number, my instant acknowledgment of the fraudulent activity and my instant communication with you all. This needs to get resolved TODAY!!! It has been almost 2 weeks now and your DEDICATED TEAM is the only people who cant find error in these transactions.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief